Call Center Representative

CommonSpirit Health; Edmonds (WA); Hybrid; USD 33,000 - 44,000; Full time

Job summary

Virginia Mason Franciscan Health is seeking a Patient Access Specialist (Call Center) in Edmonds, WA. Work requires handling incoming requests, scheduling, and coordinating with care teams to ensure a seamless patient experience.

Onsite training lasts four weeks with remote work possible afterward. Candidates should be ready to work in a fast-paced, team-driven environment and deliver exceptional customer service while protecting patient privacy.

Qualifications

• 6 months of office/call center/healthcare experience.
• Familiar with medical terminology and Microsoft Office.
• Healthcare/call center experience preferred.
• Excellent customer service, communication, and attention to detail.
• Able to problem solve, multi-task, and protect patient confidentiality.
• Knowledge of scheduling parameters, insurance concepts, and patient registration software.
• Familiarity with VMMC system and providers.
• Able to handle emergent calls and exceed service components.
• Strong computer, internet navigation, copy/paste, and keyboarding skills.
• Team-oriented with a positive attitude and adaptability.

Responsibilities

• Represent VMMC during initial phone contact and handle requests.
• Schedule, cancel, and reschedule patient appointments per needs.
• Maintain patient confidentiality while delivering excellent service.
• Communicate with the clinical team on behalf of the patient.
• Show strong customer service and organizational skills daily.

Skills

Customer service

Communication

Multi-tasking

Microsoft Office

Medical terminology

Scheduling

Telephone skills

Team player

Confidentiality

Problem solving

Tools

Scheduling software

Job description

*Job Summary and Responsibilities*

As our Patient Access Specialist (Call Center Representative), you will help our patients and their families by providing essential operational support and scheduling services, so they can easily access the care they need with a seamless and positive experience.

Every day you will represent VMMC during initial phone contact, answering incoming requests and assisting patients based on their individual needs. You will be expected to schedule, cancel, and reschedule patient appointments by assessing callers’ specific needs through probing questions, while maintaining patient confidentiality and simultaneously providing each caller with extraordinary and efficient customer service. You will also communicate efficiently and effectively, both written and verbally, with the clinical care team on behalf of the patient.

To be successful in this role, you must demonstrate a high level of customer service consistent with VMMC’s mission, goals, and service standards, and possess exceptional communication and organizational skills.

Please Note 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.

*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

Where You’ll Work

Virginia Mason Franciscan Health has a rich history of providing exceptional healthcare, dating back to 1891. Building upon a legacy of compassionate care and innovation, our organization has evolved through strategic partnerships and integrations to expand our reach and services across the Puget Sound area.

Today, as Virginia Mason Franciscan Health, we remain deeply committed to healing the whole person — body, mind, and spirit — in the communities we serve. This commitment is strengthened by the diverse expertise and shared values brought together through our growth.

Our dedicated providers offer a full spectrum of health care services, from routine wellness to complex disease management, all grounded in rigorous research and education. Our comprehensive network of 10 hospitals and nearly 300 care sites strategically located across the greater Puget Sound region reflects our ongoing commitment to accessibility and comprehensive care.

We are proud of our pioneering medical advances and numerous awards and accreditations that reflect our dedication to excellence. When you join Virginia Mason Franciscan Health, you become part of a team that delivers top-quality, professional healthcare in modern, well-equipped facilities, and contributes to a legacy of service built on collaboration and shared purpose.

*Pay Range*

$23.90 – $32.07 /hour