Customer Care Rep - Hours 11:30am - 8pm EST

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.

Please Note: We will only contact candidates regarding your applications from one of the following domains: @summithealth.com, @citymd.net, @villagemd.com, @villagemedical.com, @westmedgroup.com, @starlingphysicians.com, or @bmctotalcare.com.

Job Description

Shift Available: 11:30am-8:00pm EST

Customer care representative is responsible for answering inbound calls in a centralized access center environment.

Schedules appointments and answers questions while providing timely, accurate, and excellent customer service, while adhering to department standards and provider protocols. Communicate to the patient a recommendation for appointment times and locations; including multi-specialty and multi-location(s).

Obtains, verifies and updates patient information; maintains confidentiality according to policies:
• Patient demographics
• Pre-registration of patients
• Insurance contracts and coverage
• Electronic Health Record
• Other data fields as needed

Achieves a minimum call standard as pre-determined by department goals. Maintain a 95% or higher call quality threshold and 90% or above CSAT

Adheres to the call center schedule while being accountable for following specific call quality and scheduling guidelines and measurements.

Job Description:

• Responsible for scheduling patient appointments in a multi-specialty, multi-location environment.

• Accurately recommends physicians and schedules into multiple medical specialties with individual scheduling criteria for 500+ providers.

• Responsible for identifying and coordinating the required medical test before seeing a physician for a physical examination or to bring a patient in fasting.

• Must be able to identify WC/MVA insurance cases for referral to a case coordinator.

• Perform patient account upgrades including demographics, health insurance, referring provider, and PCP.

• Must be knowledgeable and conversational in all health insurances that are par or non-par with Summit Health/VillageMD.

• Must be comfortable with daily extensive computer use navigating multiple applications while engaging in conversations with patients or clinical office staff.

Qualifications:

• High School Graduate/GED required
• 1+ year of healthcare experience required.
• EPIC system experience
• 2 years’ customer service experience preferred.
• Ability to communicate in English, both orally and in writing required.
• Strong interpersonal and customer service skills are required.
• Knowledge of medical terminology preferred.
• Ability to organize and perform multiple tasks promptly required. Strong attention to detail required.
• Previous office and computer experience required. Experience with Standard Office Technology in a Window based environment preferred.
• Experience with Standard Office Equipment (Phone, Fax, Copy Machine, Scanner, Email/Voice Mail) preferred.
• Bandwidth requirement (100 MBPS download speed and 10 MBPS download speed minimum)

This is a non-exempt position. The base compensation range for this role is $18 to $20 per hour.  At VillageMD, compensation is based on several factors including, but not limited to education, work experience, certifications, location, etc.  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.

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/.