Virtual Assistant (must have ECW experience)

Angel City VA Recruitment; Philippines; On-site; PHP 279,000 - 390,600; Full time

Job summary

Angel City VA Recruitment is seeking an experienced Call Center Representative to support our healthcare team in the Philippines. The role involves handling high volumes of patient calls, scheduling in eClinicalWorks (eCW), and ensuring accurate documentation and HIPAA compliance.

The candidate should have at least 2 years of healthcare call center experience, strong English communication, and the ability to work independently in a fast-paced environment.

Qualifications

• Minimum 2 years of call center experience, healthcare call center experience strongly preferred.
• Hands-on experience with eClinicalWorks (eCW) is required.
• Excellent verbal and written English communication skills.
• Strong customer service and patient relations skills.
• Ability to multitask in a fast-paced environment.
• Proficient with Microsoft Office, Google Workspace, and EMR systems.

Responsibilities

• Handle a high volume of inbound and outbound patient calls professionally and efficiently.
• Schedule, reschedule, and cancel appointments accurately within eClinicalWorks (eCW).
• Verify patient demographics, insurance information, and contact details.
• Document all patient interactions thoroughly and accurately in the EMR system.
• Identify urgent patient concerns and elevate appropriately according to established protocols.
• Provide exceptional customer service while maintaining empathy, professionalism, and patience.
• Follow up on patient inquiries, messages, and assigned tasks in a timely manner.
• Maintain accuracy when handling patient information and appointment scheduling.
• Adhere to HIPAA and company privacy policies at all times.
• Collaborate with providers, medical assistants, and administrative staff to ensure smooth patient care coordination.
• Meet established productivity and quality standards.

Skills

Call center experience

English communication

Customer service

Multitasking

Attention to detail

Independent work

Tools

eClinicalWorks (eCW)

Job description

We are seeking an experienced and customer-focused Call Center Representative to join our healthcare team. The ideal candidate will have strong call center experience, exceptional communication skills, and hands‑on experience using eClinicalWorks (eCW). This role is responsible for managing a high volume of inbound and outbound calls, scheduling appointments, assisting patients, documenting interactions accurately, and ensuring an outstanding patient experience.

We are specifically looking for an "All-Star" candidate who is proactive, detail-oriented, highly organized, and capable of working independently while maintaining excellent service standards.

Key Responsibilities

• Handle a high volume of inbound and outbound patient calls professionally and efficiently
• Schedule, reschedule, and cancel appointments accurately within eClinicalWorks (eCW)
• Verify patient demographics, insurance information, and contact details
• Document all patient interactions thoroughly and accurately in the EMR system
• Identify urgent patient concerns and elevate appropriately according to established protocols
• Provide exceptional customer service while maintaining empathy, professionalism, and patience
• Follow up on patient inquiries, messages, and assigned tasks in a timely manner
• Maintain accuracy when handling patient information and appointment scheduling
• Adhere to HIPAA and company privacy policies at all times
• Collaborate with providers, medical assistants, and administrative staff to ensure smooth patient care coordination
• Meet established productivity and quality standards

Qualifications

• Minimum 2 years of call center experience (healthcare call center experience strongly preferred)
• Hands‑on experience with eClinicalWorks (eCW) is required
• Excellent verbal and written English communication skills
• Strong customer service and patient relations skills
• Ability to multitask in a fast-paced environment
• Strong attention to detail and organizational skills
• Ability to work independently with minimal supervision
• Proficient with Microsoft Office, Google Workspace, and EMR systems