Call Center Representative

Location: Falls Church, Fairfax, VA (Remote-Based)

Status: Full-Time / Non-Exempt

Salary Range: $19.00 - $23.00

Are you looking for new career opportunities, great wages, excellent benefits and work-life balance? Follow your heart to Virginia Heart!

At Virginia Heart, we are looking for a Patient Services Representative who provides superior service to existing and prospective patients of Virginia Heart while using guidelines and protocols to meet and exceed patients’ needs. The Patient Services Specialist Office Scheduler works within our Patient Services Center (Call Center) and will provide efficient and effective scheduling of patients. The Patient Services Specialist Office Scheduler contributes to the success of achieving overall department performance goals and quality standards.

When you work with Virginia Heart, you will enjoy a dedicated and experienced staff, competitive wages, excellent benefits and the following rewards and incentives:

• No Nights, weekends or holidays!
• Affordable Medical, Dental and Vision plans
• 401(k) Retirement Plan
• Paid Short-Term Disability
• Employee Assistance Program for Mental and Physical well-being
• Three Weeks of Paid Vacation upon eligibility
• One week of Paid Sick Leave
• Annual Merit-Based increases
• Career Advancement Opportunities
• Employee Referral Bonuses
• Employee Discount Programs
• Employee Appreciation; Events to include therapy dogs, raffles, and other fun events

Virginia Heart is Northern Virginia's premier cardiovascular practice, bringing an unparalleled standard of excellence to our patients. We are seeking experienced professionals to join our team in our outpatient cardiology setting. Every employee, at every level, begins their journey at Virginia Heart learning about the history of the organization and its established culture built on trust and integrity. Our employees drive this culture, and we want you to be a part of it. 

RESPONSIBILITIES

• Schedules appointments for medical services, following appropriate scheduling protocols, via incoming phone calls and/or online requests from patients or providers
• Determines available appointment time, obtains and records patients’ identification and appointment information in Electronic Health Records system
• Messages information and/or transfers calls to appropriate personnel if patient requests advice, an urgent appointment, or schedules follow-up appointments according to protocol, as necessary
• Frequently interacts with internal clinical/non-clinical offices and staff to address patients’ needs
• Receives patients’ appointment requests while determining type of appointment needed by asking pertinent questions; refers patient appointment requests to other medical office locations as necessary
• Maintains the confidentiality and integrity of all computer and patient data
• Meets established Automated Call Distributor system call statistics goals
• Meets all individual monthly quality and service goals
• Maintains current knowledge of Patient Services policies and procedures
• Performs other work-related duties as assigned, such as clearing all call queues at the end of the day
• Responsible for answering phones in a courteous, professional, and timely manner.
• Provides friendly and efficient telephone services to patients and Virginia Heart staff and transfers calls as appropriate.
• Maintains good communication with patients/physicians and office staff.
• Demonstrates professionalism in all interactions with patients, vendors and fellow employees to create a positive experience.
• Exhibits empathy and compassion.
• Adheres to Virginia Heart dress code policy.
• Exudes confidence on the telephone fostering reassurance for our patients; maintains positive body language while working with team members. Resolves issues appropriate to position.
• Respects chain of command.
• Respects and maintains patient privacy and dignity. Adheres to HIPAA law and is aware of one’s own environment and communication with patients at all times.
• Identify all accepted insurance plans and cards. Is able to advise patients if they need to bring a referral to their appointment; able to advise patients if we do not participate with their insurance. 

REQUIREMENTS:

• At least 1 year of Call Center experience preferred
• At least 1 year of consumer-to-consumer service experience
• Knowledge of, and prior experience in Medical or Managed Care industry is preferred
• Must possess the following characteristics: self-motivation, resourceful, detail-oriented, sense of accountability, and must be a team player
• Must possess strong skills in the following areas: organizational, time management, written and verbal communication, analytical, and problem-solving
• Proficiency in Microsoft Word, Microsoft Outlook, and Internet Explorer
• Strong communication skills over the phone and face-to-face
• Ability to deal with problems involving several concrete variables in standardized situations
• Fluent in Spanish is a plus

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