Call Center Representative

Where You’ll Work

Virginia Mason Franciscan Health has a rich history of providing exceptional healthcare, dating back to 1891. Building upon a legacy of compassionate care and innovation, our organization has evolved over the years through strategic partnerships and integrations to expand our reach and services across the Puget Sound area.Today, as Virginia Mason Franciscan Health, we remain deeply committed to healing the whole person – body, mind, and spirit – in the communities we serve. This commitment is strengthened by the diverse expertise and shared values brought together through our growth.Our dedicated providers offer a full spectrum of health care services, from routine wellness to complex disease management, all grounded in rigorous research and education. Our comprehensive network of 10 hospitals and nearly 300 care sites strategically located across the greater Puget Sound region reflects our ongoing commitment to accessibility and comprehensive care.We are proud of our pioneering medical advances and numerous awards and accreditations that reflect our dedication to excellence. When you join Virginia Mason Franciscan Health, you become part of a team that delivers top-quality, professional healthcare in modern, well-equipped facilities, and contributes to a legacy of service built on collaboration and shared purpose.

Job Summary and Responsibilities

This position has the option to work remote after a 4-week minimum onsite training at the Edmonds Call Center in Edmonds, WA. The Call Center hours are Monday - Saturday 7:00am - 6:00pm and candidates must be available during these hours.

• Represents VMMC during initial phone contact by providing patients with appointments, information and other operation support services.
• Provides a high level of customer service in a manner consistent with VMMC’s mission, goals and service standards.
• Answers incoming requests and assists patients based on their needs. Schedules, cancels and reschedules patient appointments by assessing caller's specific needs through probing questions while maintaining patient confidentiality and simultaneously providing each caller with extraordinary and efficient customer service.
• Communicates efficiently and effectively with the clinical care team, written or verbally, on behalf of the patient.

"We deliver inspired people to do meaningful work."

Job Requirements

• 6 months of office and/or call center, customer service or healthcare experience

• Familiarity with medical terminology and proficient in Microsoft Office products

• Previous call center or health care or customer service experience preferred

• Proven excellent customer service, communication, verbal and written skills with an emphasis on organization and attention to detail

• Ability to problem solve and multi-task; keep confidences; knowledge of scheduling parameters, insurance concepts and patient registration software

• Knowledge of VMMC system and providers is necessary to efficiently schedule appointments and answer questions

• Ability to meet and exceed service components of this position; knowledge of how to handle calls that are emergent in nature

• Proven computer skills (accessing and navigation of websites with the ability to copy and paste information and basic keyboarding)

• Demonstrated basic telephone skills (transfer, conference, placing a patient on hold)

• Excel in a team based environment with a positive attitude; comfortable with ambiguity and the ability to be flexible

We are an equal opportunity/affirmative action employer.