Contact Center Representative

Join Our Team at Valley-Wide Health Systems, Inc. We're looking for Contact Center Representatives who are passionate about helping others and thrive in a fast-paced, patient-focused environment. In this role, you'll serve as the first point of contact for patients, providing exceptional customer service while scheduling appointments, coordinating communication, and helping connect patients with the care they need. If you're organized, compassionate, and enjoy making a positive impact every day, we'd love to have you join our team. What You'll Do Patient Access & Scheduling Schedule, reschedule, and cancel patient appointments according to provider availability and organizational guidelines. Support waitlist management and appointment optimization to improve patient access to care. Assist patients in accessing the right services at the right time. Patient Communication & Support Serve as the primary point of contact for patients seeking Valley-Wide services. Answer questions regarding providers, clinic locations, services, appointment requirements, and other patient needs. Assist patients with Patient Portal registration, navigation, and general support. Care Coordination Accurately document patient interactions, requests, and messages in the electronic health record (EHR). Route calls, messages, and patient concerns to the appropriate departments, providers, and care teams for timely follow-up. Support communication between patients and clinical teams to ensure continuity of care. Customer Service & Patient Safety Deliver professional, courteous, and empathetic service during every patient interaction. Maintain patient confidentiality and comply with HIPAA and organizational privacy standards. Recognize and appropriately escalate urgent situations, including behavioral health crises, medical concerns, and other time-sensitive issues. Teamwork & Continuous Improvement Collaborate with clinic staff and operational teams to support a positive patient experience. Participate in departmental training, professional development, and quality improvement initiatives. Contribute to creating an efficient, welcoming, and patient-centered environment. What We're Looking For Required Qualifications High school diploma or equivalent. Strong customer service and communication skills. Basic computer proficiency and the ability to learn new software and organizational systems. Ability to multitask while maintaining accuracy, professionalism, and attention to detail. Preferred Qualifications Previous experience in healthcare, a call center, contact center, or customer service environment. Experience using electronic health records (EHR) and patient scheduling systems. Bilingual English/Spanish skills. Why Join Valley-Wide? Valley-Wide Health Systems, Inc. is dedicated to creating a patient-centered, supportive environment for both employees and the communities we serve. As a Call Center Representative, you will play a vital role in ensuring patients receive timely and accurate assistance. We offer a comprehensive benefits package, including: Free Health Insurance (additional plan options available) Employer-paid Air Ambulance Coverage (MASA) Employer-paid Basic Life, LTD, STD Retirement Match Health, Dental, Vision Insurance, HRA, FSA, DCA, Retirement Plan Paid Leave: Vacation: 10 days accrued per year Sick Leave: 12 days accrued per year Holidays: 7 days per year + 3 Floating Holidays For more information and to apply, visit our website: Valley-Wide Careers Equal Opportunity Employer Statement: Valley-Wide Health Systems, Inc. is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, national origin, sex, age, disability, or any other status protected by law. All qualified applicants will receive equal opportunity, with hiring decisions based on job-related factors. Employee Rights Under the Family and Medical Leave Act (FMLA) For more information on employee rights under FMLA, please visit: FMLA Employee Rights