Virtual Assistant (must have ECW experience)

Location: Philippines 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.