Call Center Agent

Join Augusta HealthAt Augusta Health, your work matters — and so do you. Whether you're delivering direct patient care, supporting operations, or innovating behind the scenes, every role contributes to our mission of promoting wellness and healing through compassionate service. We offer more than just a job — we offer a purpose-driven career in a nationally recognized, independent health system located in Virginia's scenic Shenandoah Valley.Our team members thrive in a supportive culture that values collaboration, integrity, and excellence. With opportunities across clinical and non-clinical areas, Augusta Health is a place where your skills make a difference, and your growth is a priority.Why Join Augusta Health?We believe in taking care of the people who care for our community. That's why Augusta Health offers a comprehensive and thoughtfully designed benefits package that supports your well-being, career development, and work-life balance. Whether you're launching your career or bringing in years of experience, we provide the tools, resources, and encouragement to help empower you to reach your full potential — personally, professionally, and financially.Explore our Benefits, current Hiring Incentives, and our Taking Care of Us initiative — which embraces Belonging, Respect, Inclusion, Diversity, Growth, and Equity (B.R.I.D.G.E.) — to see how we invest in our team members and culture.Total Rewards & Benefits (may vary by position):Comprehensive insurance package including medical, dental, and vision coverageRetirement savings plans and financial wellness support programsEarned Wage Access Program, allowing eligible team members to access a portion of earned wages before paydayGenerous paid time off and flexible scheduling to promote work-life balanceCareer development programs including clinical ladders, shared governance, and advancement opportunitiesPersonalized onboarding with dedicated preceptors and ongoing educational supportTuition reimbursement and access to onsite childcareFree onsite parking, 24/7-armed security for your safety, a Health Fitness Reimbursement Program, and an onsite credit union and pharmacyCompetitive pay with shift/weekend differentialsEmployee discounts at the cafeteria, gift shop, pharmacy, and local entertainment venues (i.e., movie tickets)Full details are available on our Benefits Page.Job SummaryThe Call Center Specialist plays a critical role in supporting Augusta Health's mission and advancing departmental goals through measurable performance indicators and service excellence. This position contributes to a collaborative, patient-centered environment and helps drive outcomes aligned with organizational priorities.Serves as point of contact for incoming phone calls for patients, families and team members. Provides compassionate, accurate and timely assistance. Ensure callers feel heard, supported and cared for in their interaction.Essential Job Duties:Answers calls promptly and politelyRoutes calls as needed to appropriate department/areaFollows protocols as related to HIPAA regulations and Augusta Health policies and proceduresVerifies patient information as neededProvides information to callers as requested and as appropriateUtilize the electronic heath record software (Expanse) as neededRequired Qualifications:Education: NoneLicensure/Certification: NoneExperience: Previous customer service experienceDriver's License: N/AEligibility to work in the United States and meet Virginia state employment requirementsPreferred Qualifications:Education: NoneLicensure/Certification: NoneExperience: Experience in HealthcarePrior experience in a hospital, healthcare system, or related service-oriented environmentFamiliarity with Augusta Health's systems, workflows, or organizational culture is a plusCompetencies, Knowledge, Skills and Abilities:Knowledge of medical terminologyFamiliarity with patient privacy regulationsClear and empathetic verbal communicationActive listening skillsHandles confidential interactions and information with extreme discretion to work within HIPAA privacy regulationsStrong written, verbal and audible communication skillsAbout Augusta HealthAugusta Health is an independent, nonprofit, mission-driven health system located in Fishersville, Virginia, in the heart of the Shenandoah Valley. We offer a full continuum of inpatient and outpatient services, including Augusta Medical Center—a 255-bed facility—and Augusta Medical Group, which operates 40 practice locations and four urgent care centers. Our commitment to excellence, innovation, and compassionate care makes Augusta Health a leading employer and healthcare provider in the region.Discover more about our history, values, and community impact on our About Us Page.Equal Opportunity Statement: Augusta Health recruits, hires, and promotes qualified candidates for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran or military discharge status, and family medical or genetic information. We are committed to fostering a diverse and inclusive workplace in accordance with federal and Virginia state employment laws.