Patient Contact Center Representative

Capital Area Pediatrics offers accessible, comprehensive pediatric care to families at five practice locations throughout Northern Virginia. For both sickness and health, generations of families have chosen Capital Area Pediatrics to provide outstanding care and an exceptional patient experience. We are currently hiring a Patient Services Representative to support the needs of our patients and their families from our Patient Resources Contact Center in Oakton, Virginia.

This is an on-site position, Monday-Friday 8:00AM-4:30PM.

Responsibilities

• Serve as our customer service ambassador, greeting patients while answering calls/ emails and other queries.
• Utilize technology platforms to effectively support patient needs through established workflows.
• Properly route and action on patient cases.
• Communicate effectively ensure optimal clinical throughput.
• Focus on the patient experience so that our families have a positive and rewarding care experience.
• Support the new patient registration process.
• Complete Patient Forms requests.
• Support patient workflows by completing tasks as assigned within platforms to include Athena and Phreesia.
• Receives inbound calls, emails and text communications to schedule appointments (for patients checking in/out) using our electronic medical record (Athena).
• General administrative and other duties, as assigned.

Knowledge, Skills, and Abilities

• Ability to employ active listening and remain solutions-oriented in interactions with patients, families and members of the health care team.
• Demonstrated ability to calmly and effectively multi-task.
• Excellent interpersonal communication skills.
• Must have the ability to learn and retain new computer skills to support business needs.
• Excellent verbal and written communication skills.
• Strong problem-solving, relationship building and data collection skills.

Requirements

• At least one (1) year in a healthcare registration/front desk position OR at least one (1) year in a patient focused contact center representative position.
• Experience supporting high volume inbound calls in a professional setting.
• At least one (1) year of patient registration experience is strongly preferred.
• Customer service experience is required.
• Electronic Medical Record experience preferred – Athena is a plus!
• High school diploma or equivalent required.

Bilingual English/Spanish candidates are encouraged to apply.

Capital Area Pediatrics ("the Company") is a proud Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, gender identity, pregnancy, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment decisions are based on qualifications, merit, and business needs. The Company does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of the Company and the Company will not be obligated to pay a placement fee.