About Our Company

Were 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 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: @ @ @ @ @ @ or @.

Job Description

Why VillageMD

At VillageMD we are looking for a Patient Services Representative for our call center to help us transform the way primary care is delivered and how patients are served. As a national leader on the forefront of healthcare we have partnered with many of todays best primary care physicians. We are equipping them with the latest digital tools. Empowering them with proven strategies and support. Inspiring them with better practices and consistent results.

We are creating care that is more accessible. Effective. Efficient. With solutions that are value-based physician-driven and patient-centered. To accomplish this we are looking for individuals who share our sense of premier service excellence are ready to embrace change and never settle for the status quo. Individuals who have the confidence to lead but the humility to never stop learning.

Could this be you

In this role you will offer inbound and outbound phone support using telephony and EMR system(s). The ideal candidate has experience in a contact 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.

How you can make a difference

• Answer all phone calls in a patient empathetic and passionately communicative manner
• Consistently process requests with the absolute highest degree of operational accuracy
• Deliver on a commitment to solve problems with patience and understanding providing knowledgeable and thoughtful service to exceed expectations
• Schedule appointments and demonstrate active listening to identify and analyze client problems providing information and solutions in a timely manner
• 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
• Collect and update new patients demographic and insurance information
• Provide clear thorough and accurate documentation of all interactions with patients and other individuals on behalf of patients in the patients 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
• 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
• Maintain surveillance ticklers and/or works with Health Information Technology to proactively identify the need for patient care
• Navigate patient to care as assigned

Skills for success

• A people-first attitude and premier customer service DNA
• A genuine excitement to help patients and process with operational excellence
• A problem solver who can confidently troubleshoot and investigate to answer questions or resolve complaints
• Confident with system processing and an attention to detail making updates
• Communication: speaks clearly listens and gains clarification when needed and responds well to questions
• Adaptability: handles frequent or unexpected changes with a positive attitude
• Self-motivated: energetic self-starter; can work autonomously
• Ability to put yourself in patients shoes and advocate for them when necessary
• Results oriented: bias for action; demonstrated record of accomplishment of achievement; drive for attainment of superior outcomes
• Flexible: able to navigate within ambiguity; solution-oriented communication; conveys thoughts and expresses ideas effectively both verbally and in writing; strong presentation skills
• Collaboration: orientation to team-based work product and results
• Service: Actively supports others demonstrates an optimistic can-do approach to issue resolution
• Humility: low ego; engenders trust; respectful

Experience to drive change

• High school diploma or GED
• 1 year of experience working in a fast paced high growth call center
• Excellent telephone etiquette
• Skilled in basic computer operations and EMR
• Service center excellence
• Experience in the medical or health insurance field preferred
• Bilingualin English and Spanishpreferred

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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 VillageMDs benefit platform includes Medical Dental Life Disability Vision FSA coverages and a 401k savings plan.

Equal Opportunity Employer

Our Companyprovides 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

OurCompanycares about the safety of our employees and Companydoes not use chat rooms for job searches or Companywill never request personal information via informal chat platforms or unsecure Companywill 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 selectOur Companylocations during regular business hours only. For information on job scams visit file a complaint at Experience:

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