Call Center Representative

Vernon J Harris East End Community Health Center; Richmond (VA); On-site; USD 25,000 - 29,000; Full time

Benefits offered by this job

Health insurance

401(k) with company match

Paid Time Off

Public Service Loan Forgiveness (PSLF)

On-site work environment

Job summary

Capital Area Health Network (CAHN) in Richmond, VA is seeking a Call Center Representative to handle inbound calls, schedule medical appointments across locations, and coordinate transportation for patients, while delivering culturally and linguistically appropriate service.

The role requires a high school diploma and 1–3 years of customer service experience, with preference for call center or medical office experience and familiarity with eClinicalWorks.

Qualifications

• High school diploma required.
• 1–3 years progressive customer service experience.
• Call center or medical office experience preferred.
• Familiarity with eClinicalWorks is a plus.
• Basic office skills, including typing, faxing, scanning, and professional telephone etiquette.

Responsibilities

• Answer phone calls and respond to online appointment requests.
• Accurately schedule patient appointments for all providers and locations, using knowledge of provider specialties, schedules, and insurance requirements.
• Enter or verify personal, demographic, and billing information for new and established patients.
• Obtain and confirm identification, insurance, and income information as needed.
• Coordinate transportation requests in collaboration with the Transportation Department.

Skills

Communication skills

Interpersonal skills

Leadership skills

Bilingual

Call center experience

Healthcare office experience

Education

High school diploma or equivalent

Associate or bachelor’s degree in healthcare administration, business, or related field

Tools

eClinicalWorks

Job description

Job Details

Job Location: Richmond, VA 23222

Salary Range: $18.00 - $21.00 Hourly

Call Center Representative

Capital Area Health Network (CAHN)

Richmond, VA—On‑Site Position

Make a real impact with Capital Area Health Network (CAHN), a dynamic and growing Federally Qualified Health Center (FQHC) located in the heart of Richmond, VA. We’re expanding our team and seeking talented, mission‑driven professionals who want to elevate community health. At CAHN, we innovate, we serve with purpose, andwe are just better.Step into a role where your work creates lasting change.

Our Core Values

• Compassion—We treat every person with dignity and fairness, ensuring no one feels alienated or discriminated against.
• Accountability—We safeguard the confidentiality of patients and staff and maintain transparency with our community and stakeholders.
• Reverence—We uplift those we serve, fostering mutual respect and shared humanity.
• Excellence—We commit to continuous learning and deliver culturally responsive, high‑quality care.
• Stewardship—We manage resources responsibly for the benefit of both CAHN and the communities we serve.

Who We Are

CAHN offers comprehensive primary care, dental services, and behavioral health support, ensuring every individual receives the quality care they deserve—regardless of background or circumstance.

Our Mission:

To deliver effective, accessible, and culturally responsive care, education, and advocacy that promote health and quality of life.

Discover a place where your work makes a difference.

Discover Capital Area Health Network.

Job Summary

The Call Center Representative is responsible for answering inbound calls for CAHN’s Call Center and must demonstrate strong verbal communication skills. This role includes scheduling medical appointments and transportation for new and existing patients while ensuring culturally and linguistically appropriate service.

Essential Functions

• Answer phone calls and respond to online appointment requests.
• Accurately schedule patient appointments for all providers and locations, using knowledge of provider specialties, schedules, and insurance requirements.
• Enter or verify personal, demographic, and billing information for new and established patients.
• Obtain and confirm identification, insurance, and income information as needed.
• Coordinate transportation requests in collaboration with the Transportation Department.
• Identify and resolve patient issues using eClinicalWorks and communicate with CAHN staff when necessary.
• Educate patients on the importance of making and keeping appointments.
• Provide general educational information to patients as appropriate.
• Recognize, document, and report trends in patient calls to the supervisor.
• Update patient information in the Electronic Health Record (eClinicalWorks).
• Perform administrative duties and related tasks as assigned by management.
• Adhere to all CAHN standards, guidelines, policies, and procedures.
• Perform other duties as assigned.

Schedule

• Monday-Tuesday 8:00 a.m. - 7:00 p.m.
• Wednesday-Friday, 8:00 a.m.–5:00 p.m.
• Occasional extended hours
• On-site position

This is an on‑site position.

Benefits at CAHN

We value our team, and it shows in our comprehensive benefits package:

Health Coverage

• Medical, Dental, and Vision Insurance
• Secondary Gap Insurance
• Prescription Drug Plan
• Supplemental Policies through Colonial Life

Financial Security

• 401(k) Retirement Plan with up to 3% Company Match
• Employer‑Sponsored Short‑Term Disability
• Employer‑Paid Life and AD&D Insurance

Work‑Life Balance

• Paid Time Off (PTO) accrued beginning Day 1
• Self‑Care Floating Holidays
• 8.5 Paid Holidays

Additional Support

• Employee Assistance Program (EAP)
• Public Service Loan Forgiveness (PSLF) eligibility

We are committed to supporting your well‑being—at work and beyond.

Education and Experience

• High school diploma, GED, or equivalent required.
• One to three years of progressive customer service experience.
• Experience in a call center and/or medical office strongly preferred.
• Familiarity with eClinicalWorks is a plus.
• Basic office skills, including typing, faxing, scanning, and professional telephone etiquette.

Qualifications

To perform this job successfully, the individual must be able to perform each essential function satisfactorily. The requirements listed represent the knowledge, skills, abilities, and characteristics needed.Reasonable accommodations may be madeto enable individuals with disabilities to perform essential job functions.

Disclaimer

This position may involve exposure to infectious agents, including HIV, hepatitis, and tuberculosis. The duties and responsibilities listed are intended to represent essential job functions and may be modified in accordance with ADA accommodations. This job description is not a comprehensive list of all duties or requirements. Employees may be assigned additional responsibilities as directed by their supervisor, with reasonable accommodations provided as needed.

QualificationsEducation and Experience:

• High school diploma or equivalent required.
• Associate or bachelor’s degree in healthcare administration, business, or related field preferred.

Required Knowledge, Skills and Abilities:

• Minimum of 2–3 years of supervisory experience in a call center or customer service environment.
• Experience in a healthcare setting, preferably in an FQHC or community health center, is strongly preferred.
• Working knowledge of EHR systems (e.g., eClinicalWorks, NextGen, Epic) is a plus.

Skills:

• Excellent communication, interpersonal, and leadership skills.
• Strong problem‑solving and conflict‑resolution abilities.
• ProficiencyinMicrosoftOfficeSuite.
• Bilingual (English/Spanish or other language commonly spoken by patient population) preferred.

Work Environment & Physical Demands:

• Office
• Ability to sit for extended periods and use a computer and telephone headset.
• Occasional lifting of office supplies or materials under 20 lbs.

Our Core Values

“Values that matter…because CAHN C.A.R.E.S.”

• Compassion
• Accountability
• Reverence
• Excellence
• Stewardship

Commitment to Diversity, Equity, and Inclusion:

Capital Area Health Network is an Equal Opportunity Employer. Our intention is to be an organization that shows up for people, enabled by a culture of belonging that is rooted in diversity, equity and inclusion and reflective of the people and community we serve. We commit ourselves to enabling a workplace and a world where everyone feels they belong and unlocking potential for people everywhere. When no one gets left behind, when we move forward together, we can create limitless possibilities for all.

NOTE: Capital Area Health Network reserves the right to modify, interpret, or apply this job description, as it desires. This job description in no way implies that these are the only duties, including essential duties, to be performed by the employee occupying this position. This job description is not an employment contract, implied or otherwise. The employment relationship remains “at‑will”. The aforementioned job requirements may be changed to fulfill any obligation(s) to reasonably accommodate qualified individuals with disabilities.