Home Location: 4650 Westway Park Blvd Houston, TX 77041 Shift: Monday - Friday 8 am - 5 pm As an 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. 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 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. 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. About Our Commitment. Total Rewards at Village. MD - Our team members are essential to our mission to reshape healthcare through the power of connection. Village. MD highly values the critical role that health and wellness play in the lives of our team members and their families. Participation in Village. MD’s benefit platform includes Medical, Dental, Life, Disability, Vision, FSA coverages and a 401 k savings plan.