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.
- Triage a high volume of incoming phone calls and portal communications while demonstrating a prompt, courteous, helpful manner.
- Make outbound calls to schedule patients referred by external facilities as well as patients requiring return appointments.
- Schedule, coordinate, and reschedule patient appointments on the telephone or via the patient portal.
- Assist patients in choosing the provider most appropriate for their medical needs.
- 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).
- Send a secure message to patients for portal registration; and assist patients in navigation of patient portal.
- Evaluate provider schedules for accuracy and availability of appointments.
- Guide patients to available resources on the VWC website.
- Populate normal genetic testing results per protocol.
- Assist with administrative projects as needed.
- Attend required meetings.
- 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
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.