Outbound Call Center Representative - Remote

About Our Company

We're a physician-led, patient-centric network committed to simplifying health care and bringing a more connected kind of care.

Our primary, multispecialty, and urgent care providers serve millions of patients in traditional practices, patients' homes and virtually through VillageMD and our operating companies Village Medical, Village Medical at Home, Summit Health, CityMD, and Starling Physicians.

When you join our team, you become part of a compassionate community of people who work hard every day to make health care better for all. We are innovating value-based care and leveraging integrated applications, population insights and staffing expertise to ensure all patients have access to high-quality, connected care services that provide better outcomes at a reduced total cost of care.

Job Description

As a Outbound Call Center Representative, you will offer inbound and Auto-dialer outbound phone support using telephony and EMR system(s). The ideal candidate has experience in a high fast paced call center environment and can understand the needs of others to meet those needs with great service and operational processing accuracy. Knowledge of the healthcare industry including clinical terminology, insurance, medical billing processes, and EMR/HIN systems preferred but not required. The ability to have premier service interactions with patients is critical to success in this role, in addition to processing with operational accuracy and excellence.

This call center is open Monday through Sunday from 7AM - 7PM EST.

How You Will Get Things Done:

• Answer all phone calls in a patient, empathetic, and passionately communicative manner

• Consistently process requests with the absolute highest degree of operational accuracy

• Schedule appointments and demonstrate active listening to identify and analyze client problems, providing information and solutions in a timely manner

• Collect and update new patient's demographic and insurance information

• Provide clear, thorough, and accurate documentation of all interactions with patients, and other individuals on behalf of patients, in the patient's electronic health records

• Follow organizational guidelines regarding the use of the Electronic Medical Record (EMR) in compliance with HIPAA and patient confidentiality standards

• Maintain access to the Health Information Exchange (HIN) and other related systems

• Maintain and work with Health Information Technology to proactively identify the need for patient care

• Handle high volume, rapid pace Inbound and Auto Dial Outbound calls

• Navigate patient to care, as assigned

How You Will Build Trust:

• Communicate effectively, including appointment details, insurance information, and medical questions via telephone, email, and chat

• Ensure that all barriers to care (such as language, transportation restrictions, or financial needs) are addressed

• Deliver on a commitment to solve problems with patience and understanding, providing knowledgeable and thoughtful service to exceed expectations

How You Will Innovate:

• Use HIN and other related systems to gather information needed to coordinate care and keep patients' electronic health records up to date with the status of care that is being coordinated

EXPERIENCE TO DRIVE CHANGE

• High school diploma or GED

• 1+ year of experience working in a fast paced, high growth call center

• Experience working with an Outbound Auto-Dialer preferred

• Excellent telephone etiquette

• Skilled in basic computer operations and EMR

• Experience working with Saleforce preferred.

• Service center excellence

• Experience in the medical or health insurance field preferred

• Bilingual in English and Spanish preferred

HOW YOU WILL THRIVE

To help our employees be their best at home and at work, we're pleased to invest in benefit programs that support their total well-being.

• Physical Well-Being: Comprehensive health plans include medical and prescription, virtual care, dental, and vision benefits

• Mental & Emotional Well-Being: Employee Assistance Program (EAP), Talkspace and access to other premiere mental health tools and applications, bereavement support

• Personal and Time Off: Paid time off, paid holidays, volunteer time off, parental leave

• Financial Well-Being: 401(k) program, HSA, FSAs, commuter accounts, team member discounts, life, AD&D and disability, financial & legal consultations

Our unique Village Medical culture - how inclusion and diversity make the difference.

We believe building trust, acceptance and respect is rooted in an understanding that people do not experience things in the same way. Employment candidates are considered without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

For Colorado Residents only: The base compensation range for this role is $18.00/hr to $22.00/hr. At VillageMD, compensation is based on several factors including but not limited to education, work experience, certifications, location, etc. This role may be eligible for annual/quarterly bonus incentives (if applicable), and the selected candidate will be eligible for a valuable company benefits plan, including health insurance, dental insurance, life insurance, and access to a 401k plan with company match.

About Our Commitment

Total Rewards at VillageMD

Our team members are essential to our mission to reshape healthcare through the power of connection. VillageMD highly values the critical role that health and wellness play in the lives of our team members and their families. Participation in VillageMD's benefit platform includes Medical, Dental, Life, Disability, Vision, FSA coverages and a 401k savings plan.

Equal Opportunity Employer

Our Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to, and does not discriminate on the basis of, race, color, religion, creed, gender/sex, sexual orientation, gender identity and expression (including transgender status), national origin, ancestry, citizenship status, age, disability, genetic information, marital status, pregnancy, military status, veteran status, or any other characteristic protected by applicable federal, state, and local laws.

Safety Disclaimer

Our Company cares about the safety of our employees and applicants. Our Company does not use chat rooms for job searches or communications. Our Company will never request personal information via informal chat platforms or unsecure email. Our Company will never ask for money or an exchange of money, banking or other personal information prior to the in-person interview. Be aware of potential scams while job seeking. Interviews are conducted at select Our Company locations during regular business hours only. For information on job scams, visit, https://www.consumer.ftc.gov/JobScams or file a complaint at https://www.ftccomplaintassistant.gov/.