Outbound Call Center Representative - Remote
Posted 2025-04-06About Our Company
WeÂre 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 patientÂs demographic and insurance information
 Provide clear, thorough, and accurate documentation of all interactions with patients, and other individuals on behalf of patients, in the patientÂs 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 required
 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, weÂre 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 VillageMDÂs 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
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