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Patient Call Center - Urology
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
Hours: Monday - Friday 8:30 am - 5 pm
Essential Job Functions:
- Responsible for answering inbound calls in a centralized call center environment.
- Schedules appointments and answers questions while providing timely, accurate, and excellent customer service, while adhering to department standards and provider protocols.
- Communicates to patient a recommendation for appointment times and locations; including multi-specialty and multi-location(s).
- Obtains, verifies, and updates patient information; maintains confidentiality according to policies:
- Patient demographics
- Pre-registration of patients
- Insurance contracts and coverage
- Electronic Health Record
- Other data fields as needed
- Achieves a minimum call standard as pre-determined by department goals. Maintain 90% or higher call quality threshold
- Adheres to the call center schedule while being accountable to follow specific call quality guidelines and measurements.
General Job Functions:
- Clearly communicates patient responsibilities to prep for upcoming appointments or tests.
- Must be knowledgeable and conversational in all health insurances that are par or non-par with SMG.
- Coordinate appointment scheduling with billing department as needed
- Must be comfortable with extensive computer use, navigating multiple applications while engaging in conversations with patients or clinical office staff.
Education, Certification, Computer and Training Requirements:
- High School Graduate/GED required.
- 2 years' customer service experience preferred.
- 2-4 years' related experience preferred.
- Ability to communicate in English, both orally and in writing required.
- Strong interpersonal and customer service skills required.
- Knowledge of medical terminology preferred.
- Ability to organize and perform multiple tasks in a timely manner required. Strong attention to detail is required.
- Previous office and computer experience required. Experience with Standard Office Technology in a Window based environment preferred.
- Experience with Standard Office Equipment (Phone, Fax, Copy Machine, Scanner, Email/Voice Mail) preferred.
Physical Job Requirements:
- Dexterity of hands and fingers.
- Required to wear a headset.
- Endurance (e.g. continuous typing, prolonged sitting/bending).
The provided compensation range is based on industry standards and salary determinations will be made based on numerous factors including but not limited to years of experience and location of position.
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, or file a complaint at
