Virtual Assistant (must have ECW experience)

We are seeking an experienced and customer-focused Call Center Representative to join our healthcare team. The ideal candidate will have strong call center experience, exceptional communication skills, and hands-on experience using eClinicalWorks (eCW). This role is responsible for managing a high volume of inbound and outbound calls, scheduling appointments, assisting patients, documenting interactions accurately, and ensuring an outstanding patient experience.

We are specifically looking for an "All-Star" candidate who is proactive, detail-oriented, highly organized, and capable of working independently while maintaining excellent service standards.

Key Responsibilities

· Handle a high volume of inbound and outbound patient calls professionally and efficiently.

· Schedule, reschedule, and cancel appointments accurately within eClinicalWorks (eCW).

· Verify patient demographics, insurance information, and contact details.

· Document all patient interactions thoroughly and accurately in the EMR system.

· Identify urgent patient concerns and escalate appropriately according to established protocols.

· Provide exceptional customer service while maintaining empathy, professionalism, and patience.

· Follow up on patient inquiries, messages, and assigned tasks in a timely manner.

· Maintain accuracy when handling patient information and appointment scheduling.

· Adhere to HIPAA and company privacy policies at all times.

· Collaborate with providers, medical assistants, and administrative staff to ensure smooth patient care coordination.

· Meet established productivity and quality standards.

Qualifications

· Minimum 2 years of call center experience (healthcare call center experience strongly preferred).

· Hands-on experience with eClinicalWorks (eCW) is required.

· Excellent verbal and written English communication skills.

· Strong customer service and patient relations skills.

· Ability to multitask in a fast-paced environment.

· Strong attention to detail and organizational skills.

· Ability to work independently with minimal supervision.

· Proficient with Microsoft Office, Google Workspace, and EMR systems.