Call Center Representative

Call Center Representative Inspired by faith. Driven by innovation. Powered by humankindness. CommonSpirit Health is building a healthier future for all through its integrated health services. As one of the nation's largest nonprofit Catholic healthcare organizations, CommonSpirit Health delivers more than 20 million patient encounters annually through more than 2,300 clinics, care sites and 158 hospital-based locations, in addition to its home-based services and virtual care offerings. This position has the option to work remote after a 4-week minimum onsite training at the Edmonds Call Center in Edmonds, WA. The Call Center hours are Monday - Saturday 7:00am - 6:00pm and candidates must be available during these hours. Represents VMMC during initial phone contact by providing patients with appointments, information and other operation support services. Provides a high level of customer service in a manner consistent with VMMC's mission, goals and service standards. Answers incoming requests and assists patients based on their needs. Schedules, cancels and reschedules patient appointments by assessing caller's specific needs through probing questions while maintaining patient confidentiality and simultaneously providing each caller with extraordinary and efficient customer service. Communicates efficiently and effectively with the clinical care team, written or verbally, on behalf of the patient. Job Requirements 6 months of office and/or call center, customer service or healthcare experience Familiarity with medical terminology and proficient in Microsoft Office products Previous call center or health care or customer service experience preferred Proven excellent customer service, communication, verbal and written skills with an emphasis on organization and attention to detail Ability to problem solve and multi-task; keep confidences; knowledge of scheduling parameters, insurance concepts and patient registration software Knowledge of VMMC system and providers is necessary to efficiently schedule appointments and answer questions Ability to meet and exceed service components of this position; knowledge of how to handle calls that are emergent in nature Proven computer skills (accessing and navigation of websites with the ability to copy and paste information and basic keyboarding) Demonstrated basic telephone skills (transfer, conference, placing a patient on hold) Excel in a team based environment with a positive attitude; comfortable with ambiguity and the ability to be flexible We are an equal opportunity/affirmative action employer. CommonSpirit Health