Patient Service Representative

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

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 patient’s demographic and insurance information
• Provide clear, thorough, and accurate documentation of all interactions with patients, and other individuals on behalf of patients, in the patient’s 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  
• Bilingual in English and Spanish preferred

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/.