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