Call Center Representative

Virginia Mason Franciscan Health; Edmonds (WA); Hybrid; USD 26,000 - 44,000; Full time

Job summary

Virginia Mason Franciscan Health seeks a Patient Access Specialist (Call Center Representative) to assist patients and families with scheduling and coordination, delivering a seamless and positive experience.

You will be the first point of contact, handling calls, scheduling tasks, and ensuring confidentiality while coordinating with the clinical team. The role requires solid communication, organization, and teamwork in a hybrid work model with onsite training.

Qualifications

• Six months of office, call center, healthcare or customer service experience.
• Familiarity with medical terminology and Microsoft Office products.
• Strong customer service, communication, and organizational skills.
• Ability to problem solve, multi-task, and maintain confidentiality.
• Knowledge of scheduling parameters, insurance concepts and registration systems.

Responsibilities

• Represent the health system during first phone contact and assist patients based on needs.
• Schedule, cancel, and reschedule patient appointments after assessing callers' needs.
• Maintain patient confidentiality and provide exceptional customer service.
• Communicate efficiently with the clinical care team on behalf of patients.

Skills

Customer service

Verbal communication

Written communication

Organization

Problem solving

Multitasking

Attention to detail

Confidentiality

Teamwork

Education

High school diploma or equivalent

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.

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 over the years 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