Call Center Specialist - hybrid position!
Hybrid · Richmond, Virginia, United States
Job Summary
The Call Center Specialist provides support and assistance to patients accessing Virginia Women's Center via telephone and portal communications. Responsibilities include triaging high volumes of incoming calls, scheduling and coordinating patient appointments, providing guidance on insurance policies, assisting with patient portal navigation, and maintaining compliance with HIPAA and OSHA regulations. Candidates must possess a high school diploma or GED and have knowledge of customer service concepts and office procedures. Critical skills include effective communication, organization, and the ability to manage work responsibilities in a high-volume environment. A thorough understanding of insurance terminology and a commitment to maintaining patient confidentiality are essential.
Required Qualifications
- High school diploma or general education degree (GED).
- Knowledge of receptionist tasks, office procedures, paperwork.
- Knowledge of customer service concepts and office policies.
- Knowledge of office cash payment policies and procedures.
- Knowledge of grammar, spelling, and punctuation.
- Knowledge of insurance carrier requirements and terminology.
- Skill in operating a keyboard, fax, photocopy machine, and scanner.
- Skill in answering the telephone in a pleasant and helpful manner.
- Skill in maintaining departmental quality assurance and quality control standards.
- Ability to stay current with numerous changing insurance company policies.
- Ability to communicate with patients to ascertain patient information and scheduling needs.
- Ability to organize and prioritize tasks effectively.
- Ability to speak clearly and concisely.
- Ability to read, understand, and follow oral and written instructions.
- Ability to establish and maintain effective working relationships with patients, employees, and the public.
- Ability to maintain the strictest of patient confidentiality.
- Ability to react calmly and effectively in emergency situations.
- Ability to type 30 words per minute.
Desired Qualifications
- One-year related experience and/or training preferred; or equivalent combination of education and experience.
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