Virtual Assistant (must have ECW experience)

Angel City VA; United States; Remote; USD 42,000 - 65,000; Full time

Job summary

Angel City VA is seeking an experienced Call Center Representative to join our healthcare team. The role involves handling a high volume of patient calls, scheduling and managing appointments in eClinicalWorks, and documenting interactions in the EMR with accuracy.

You will verify patient information, assist with inquiries, and escalate urgent concerns following established protocols, all while delivering empathetic, professional service in English.

Qualifications

• 2+ years of call center experience, healthcare preferred.
• Hands-on experience with eClinicalWorks (eCW) is required.
• Excellent verbal and written English communication.
• 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.

Responsibilities

• Handle a high volume of patient calls professionally.
• Schedule, reschedule, and cancel appointments in eCW.
• Verify patient demographics and insurance details.
• Document patient interactions accurately in the EMR.
• Identify urgent concerns and escalate per protocol.
• Provide empathetic, professional patient service.
• Follow up on inquiries and tasks in a timely manner.
• Maintain accuracy of patient information and scheduling.
• Adhere to HIPAA and privacy policies.
• Collaborate with providers and staff for care coordination.
• Meet productivity and quality standards.

Skills

Call center experience

Communication skills

Customer service

Multitasking

Attention to detail

Organizational skills

Independent work

Tools

eClinicalWorks (eCW)

Microsoft Office

Google Workspace

EMR systems

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 escalate 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.