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Patient Services Specialist - Call Center

Location:  Falls Church, VA

Status:  Full-Time / Non-Exempt

Salary Range:  $19.00 - $23.00

 

  • No Evenings
  • No Nights
  • No Weekends
  • No Major Holidays

Virginia Heart is Northern Virginia's premier cardiovascular practice, bringing an unparalleled standard of excellence to our patients. We are seeking experienced professionals to join our team in our outpatient cardiology setting.  Every employee, at every level, begins their journey at Virginia Heart learning about the history of the organization and its established culture built on trust and integrity. Our employees drive this culture, and we want you to be a part of it. 

We offer great benefits! 

  • Comprehensive benefits package with low premiums (Medical, dental and vision) 
  • Life insurance of 50K covered by Virginia Heart, with option to purchase additional
  • 401K pension plan based on profit and a percentage of salary 
  • Paid Short Term Disability with optional long-term insurance available for purchase 
  • Employee assistance program for mental and physical well-being
  • Up to 28 days paid time off, with accrual of 1 additional vacation day per year through year 10
  • Annual merit-based increases
  • Employee Appreciation Events, includes therapy dogs, raffles, other fun rewards
  • Career Advancement Opportunities
  • Employee Referral Bonus
  • Semi-annual employee surveys
  • Employee Discount Programs
  • Flexible spending accounts, pretax dollars for health and dependent care 
  • Employee Committee Opportunities (e.g., Diversity/ Inclusion, Employee Advisory Committee)
  • No nights, no weekends, no holidays and no on-calls!
  • Set shifts and schedules 

POSITION SUMMARY

The Patient Services Specialist Office Scheduler provides superior service to existing and prospective patients of Virginia Heart while using guidelines and protocols to meet and exceed patients’ needs.  The standard day involves the efficient and effective scheduling of patients as well as contributing to the success of achieving overall department performance goals and quality standards.  Performs other duties as assigned.  This is a full-time position, Monday through Friday and hours of work may fall between 8:30 a.m. and 5:00 p.m.  Please note that this position is working within our Patient Services Center (Call Center).

RESPONSIBILITIES

  • Schedules appointments for medical services, following appropriate scheduling protocols, via incoming phone calls and/or online requests from patients or providers
  • Determines available appointment time, obtains and records patients’ identification and appointment information in Electronic Health Records system
  • Messages information and/or transfers calls to appropriate personnel if patient requests advice, an urgent appointment, or schedules follow-up appointments according to protocol, as necessary
  • Frequently interacts with internal clinical/non-clinical offices and staff to address patients’ needs
  • Receives patients’ appointment requests while determining type of appointment needed by asking pertinent questions; refers patient appointment requests to other medical office locations as necessary
  • Maintains the confidentiality and integrity of all computer and patient data
  • Meets established Automated Call Distributor system call statistics goals
  • Meets all individual monthly quality and service goals
  • Maintains current knowledge of Patient Services policies and procedures
  • Performs other work-related duties as assigned, such as clearing all call queues at the end of the day
  • Responsible for answering phones in a courteous, professional, and timely manner.
  • Provides friendly and efficient telephone services to patients and Virginia Heart staff and transfers calls as appropriate.
  • Maintains good communication with patients/physicians and office staff.
  • Demonstrates professionalism in all interactions with patients, vendors and fellow employees to create a positive experience.
  • Exhibits empathy and compassion.
  • Adheres to Virginia Heart dress code policy.
  • Exudes confidence on the telephone fostering reassurance for our patients; maintains positive body language while working with team members. Resolves issues appropriate to position.
  • Respects chain of command.
  • Respects and maintains patient privacy and dignity. Adheres to HIPAA law and is aware of one’s own environment and communication with patients at all times.
  • Identify all accepted insurance plans and cards. Is able to advise patients if they need to bring a referral to their appointment; able to advise patients if we do not participate with their insurance. 

REQUIREMENTS:

  • At least 1 year of Call Center experience preferred
  • At least 1 year of consumer-to-consumer service experience
  • Knowledge of, and prior experience in Medical or Managed Care industry is preferred
  • Must possess the following characteristics:  self-motivation, resourceful, detail-oriented, sense of accountability, and must be a team player
  • Must possess strong skills in the following areas:  organizational, time management, written and verbal communication, analytical, and problem-solving
  • Proficiency in Microsoft Word, Microsoft Outlook, and Internet Explorer
  • Strong communication skills over the phone and face-to-face
  • Ability to deal with problems involving several concrete variables in standardized situations
  • Fluent in Spanish is a plus

(Click link to view other available openings and locations for our company: https://virginiaheart.hiringplatform.com/list/careers)