Call Center Specialist - hybrid position!

Full-time Opening: 40-hours/week
Scheduled Shifts: Monday - Friday only
Scheduled Hours: 7:30am - 4:30pm or 8:00am - 5:00pm with 1-hour lunch break
Training Location: Administrative office on Glen Forest Drive, Richmond, VA 23226 **hybrid/remote work options available with manager's approval following completion of in-person training**
 

Summary: Provides support and assistance to patients and others accessing Virginia Women's Center via telephone and the patient portal.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

1. Triage a high volume of incoming phone calls and portal communications while demonstrating a prompt, courteous, helpful manner.
2. Make outbound calls to schedule patients referred by external facilities as well as patients requiring return appointments. 
3. Schedule, coordinate, and reschedule patient appointments on the telephone or via the patient portal.
4. Assist patients in choosing the provider most appropriate for their medical needs.
5. Provide guidance and education to patients with regard to insurance policy restrictions, deductibles, potential copays, and cost shares to be collected at the time of their appointment(s).
6. Send a secure message to patients for portal registration; and assist patients in navigation of patient portal.
7. Evaluate provider schedules for accuracy and availability of appointments.
8. Guide patients to available resources on the VWC website.
9. Populate normal genetic testing results per protocol. 
10. Assist with administrative projects as needed.
11. Attend required meetings.
12. Complies with Virginia Women's Center's policies and procedures. Follows guidelines required by HIPAA, OSHA regulations, and Red Flags Rule. Maintains appropriate attendance and punctuality as defined by Virginia Women's Center's policies.

Qualifications

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education, Experience and/or Licensure

High school diploma or general education degree (GED).

One-year related experience and/or training preferred; or equivalent combination of education and experience.

Knowledge, Skills and Abilities

Knowledge of receptionist tasks, office procedures, paperwork

Knowledge of customer service concepts and office policies

Knowledge of office cash payment policies and procedures

Knowledge of grammar, spelling, and punctuation

Knowledge of insurance carrier requirements and terminology

Skill in operating a keyboard, fax, photocopy machine, and scanner

Skill in answering the telephone in a pleasant and helpful manner

Skill in maintaining departmental quality assurance and quality control standards

Ability to stay current with numerous changing insurance company policies

Ability to communicate with patients to ascertain patient information and scheduling needs

Ability to organize and prioritize tasks effectively

Ability to speak clearly and concisely

Ability to read, understand, and follow oral and written instructions

Ability to establish and maintain effective working relationships with patients, employees, and the public

Ability to maintain the strictest of patient confidentiality

Ability to react calmly and effectively in emergency situations

Ability to type 30 words per minute

Ability to manage work responsibilities in a high-volume environment

Accuracy in computer data entry and recording telephone messages

Physical Demands

Sitting for 7-8 hours/day. Requires eye-hand coordination, finger dexterity. Vision must be corrected to 20/20 and hearing must be in normal range. Must be able to view computer screens for long periods.

Work Environment

Work is performed in a call center environment. Involves frequent telephone contact with patients. May be stressful at times. Position allows for hybrid/remote work options at the discretion of management.

Benefits & Rewards

• A service-centered culture reflecting a strong work-ethic and caring, compassionate team members
• Competitive compensation and growth opportunities
• Health and dental insurance
• Health savings accounts (HSA) and flex spending accounts (FSA)
• 401k plan with employer contributions and match
• Paid time off and paid holidays
• Life insurance both employer-paid and voluntary
• Critical illness and accident insurance
• Annual employer contribution toward uniforms/scrubs
• Employer paid long-term disability benefits and comprehensive employee assistance program
• A variety of discount programs offered to employees
• Employee referral bonus and peer recognition programs
• Company-sponsored FUN events and community volunteer opportunities

Virginia Women's Center is a full-service women's health care practice specializing in gynecology, obstetrics, urogynecology, weight and wellness, high-risk obstetrics, obstetrical genetic counseling, breast, bone and mental health services, ultrasound, and surgeries and procedures.

Living Our Values

If you have a disability under the Americans with Disabilities Act or a similar law and you wish to discuss potential accommodations related to applying for employment at Virginia Women's Center, please contact our HR Department at (804) 288-4084.

We are an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, age, disability, genetic information, marital status, ancestry, military or veteran status, or any other characteristic or status protected by law. We do not tolerate discrimination or harassment in the workplace.