Call Center Representative

Franciscan Medical Group; Edmonds (WA); Hybrid; USD 34,000 - 52,000; Full time

Job summary

Virginia Mason Franciscan Health is seeking a Patient Access Specialist (Call Center Representative) to assist patients with scheduling and coordinating care. You will handle calls, gather information, and provide excellent customer service while maintaining confidentiality and working with the care team.

This role offers onsite training in Edmonds, WA with potential remote work after training and clear schedule coverage during the posted hours.

Qualifications

• 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.

Responsibilities

• Represent VMMC during initial phone contact and assist patients and families with scheduling needs.
• Schedule, cancel, and reschedule patient appointments by assessing callers' needs.
• Communicate with the clinical care team on behalf of the patient, verbally and in writing.
• Maintain patient confidentiality and deliver outstanding customer service consistent with VMMC standards.
• Note: remote work option after 4 weeks of onsite training at Edmonds, WA; call center hours Mon-Sat 7:00am-6:00pm.

Skills

Call center experience

Customer service

Healthcare experience

Microsoft Office

Medical terminology

Verbal communication

Written communication

Organization

Problem solving

Scheduling software

Insurance concepts

Team collaboration

Patient registration software

Excel

Tools

Microsoft Office

Patient registration 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.

One application is sufficient, we ask that you do not apply to multiple of the Call Center Representative jobs.

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.