About Our Company

We’re a physician-led, patient-centric network committed to simplifying health care and bringing a more connected kind of care.

Our primary, multispecialty, and urgent care providers serve millions of patients in traditional practices, patients' homes and virtually through VillageMD and our operating companies Village Medical, Village Medical at Home, Summit Health, CityMD, and Starling Physicians.

When you join our team, you become part of a compassionate community of people who work hard every day to make health care better for all. We are innovating value-based care and leveraging integrated applications, population insights and staffing expertise to ensure all patients have access to high-quality, connected care services that provide better outcomes at a reduced total cost of care.

Please Note: We will only contact candidates regarding your applications from one of the following domains: @summithealth.com, @citymd.net, @villagemd.com, @villagemedical.com, @westmedgroup.com, @starlingphysicians.com, or @bmctotalcare.com.

Job Description

At CityMD, we believe quality care shouldn’t end when your visit does. Our Aftercare team, comprised of Patient Care Coordinators (PCCs), provides a seamless patient experience through timely follow-up and support. PCCs are customer-focused professionals who assist patients with general, clinical, and laboratory-related inquiries following their urgent care visit. This role offers an excellent opportunity for individuals interested in or pursuing a career in the healthcare field.

Essential Functions/Responsibilities

Handle a high volume of inbound and outbound phone calls

• Review lab results and communicate recommendations provided by Aftercare clinicians
• Respond to patient clinical inquiries in accordance with established workflows and SOPs
• Obtain and upload patient clinical documents into the medical record
• Report applicable cases to the Department of Health (DOH)
• Ensure all patient interactions are accurately documented and strive for one-call resolution
• Respond promptly to tasks assigned through CRM (Salesforce) and EMR (Athena) systems
• Effectively multitask across multiple systems to provide timely patient support and follow-up after clinical visits
• Adhere to all HIPAA guidelines and organizational policies
• Meet departmental goals and key performance indicators (KPIs)

Qualifications

High school diploma or GED required

• Strong passion for customer service and patient satisfaction
• Ability to manage a high volume of calls and casework daily
• Demonstrates a courteous, empathetic, and professional demeanor
• Excellent communication, interpersonal, and organizational skills
• Receptive to feedback, with a willingness to learn and embrace continuous improvement
• Flexible to work a full or part time schedule, including weekends, rotating shifts, and holidays
• Prior call center or clinical laboratory experience preferred
• Bilingual or multilingual skills are a plus

Physical Requirements

This job may require sometimes repetitive tasks.

This is a non-exempt position. The salary range for this role is $20.00-$21.50/hr.

Pay Range: $16.06 - $19.66 Hourly

The provided compensation range is based on industry standards and salary determinations will be made based on numerous factors including but not limited to years of experience and location of position.

About Our Commitment

Total Rewards at VillageMD

Our team members are essential to our mission to reshape healthcare through the power of connection. VillageMD highly values the critical role that health and wellness play in the lives of our team members and their families. Participation in VillageMD’s benefit platform includes Medical, Dental, Life, Disability, Vision, FSA coverages and a 401k savings plan.

Equal Opportunity Employer

Our Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to, and does not discriminate on the basis of, race, color, religion, creed, gender/sex, sexual orientation, gender identity and expression (including transgender status), national origin, ancestry, citizenship status, age, disability, genetic information, marital status, pregnancy, military status, veteran status, or any other characteristic protected by applicable federal, state, and local laws.

Safety Disclaimer

Our Company cares about the safety of our employees and applicants. Our Company does not use chat rooms for job searches or communications. Our Company will never request personal information via informal chat platforms or unsecure email. Our Company will never ask for money or an exchange of money, banking or other personal information prior to the in-person interview. Be aware of potential scams while job seeking. Interviews are conducted at select Our Company locations during regular business hours only. For information on job scams, visit, https://www.consumer.ftc.gov/JobScams or file a complaint at https://www.ftccomplaintassistant.gov/.