Call Center Specialist - Connection Center

Job Description

Job Description

Overview:

At 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.

Learn more about career opportunities on our Careers Page .

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 coverage.
• Retirement savings plans and financial wellness support programs.
• Generous paid time off and flexible scheduling to promote work-life balance.
• Career development programs including clinical ladders, shared governance, and advancement opportunities.
• Personalized onboarding with dedicated preceptors and ongoing educational support.
• Tuition reimbursement and access to onsite childcare.
• Free onsite parking, 24/7-armed security for your safety, a Health Fitness Reimbursement Program, and an onsite credit union and pharmacy.
• Competitive pay with shift/weekend differentials.
• Employee discounts at the cafeteria, gift shop, pharmacy, and local entertainment venues (i.e., movie tickets).

Full details are available on our Benefits Page .

Job Summary:

The 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 politely.
• Routes calls as needed to appropriate department/area.
• Follows protocols as related to HIPAA regulations and Augusta Health policies and procedures.
• Verifies patient information as needed.
• Provides information to callers as requested and as appropriate.
• Utilize the electronic heath record software (Expanse) as needed.

Required Qualifications:

• Education: None
• Licensure/Certification: None
• Experience: Previous customer service experience.
• Driver’s License: N/A
• Eligibility to work in the United States and meet Virginia state employment requirements.

Preferred Qualifications:

• Education: None
• Licensure/Certification: None
• Experience: Experience in Healthcare
• Prior experience in a hospital, healthcare system, or related service-oriented environment.
• Familiarity with Augusta Health systems, workflows, or organizational culture is a plus.

Competencies, Knowledge, Skills and Abilities:

• Knowledge of medical terminology.
• Familiarity with patient privacy regulations.
• Clear and empathetic verbal communication.
• Active listening skills.
• Handles confidential interactions and information with extreme discretion to work within HIPAA privacy regulations.
• Strong written, verbal and audible communication skills.

About Augusta Health:

Augusta 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.

Pay Transparency Statement:

The pay range reflects the current compensation range for this position at the time of posting. Individual offers are determined based on directly related experience, skills, education, internal equity, and other job-related factors. Not all candidates will qualify for the upper end of the posted range.

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.