Call Center Representative

Capital Area Health Network (CAHN)
Richmond, VA—On‑Site Position

Make a real impact with Capital Area Health Network (CAHN), a dynamic and growing Federally Qualified Health Center (FQHC) located in the heart of Richmond, VA. We’re expanding our team and seeking talented, mission‑driven professionals who want to elevate community health. At CAHN, we innovate, we serve with purpose, and we are just better. Step into a role where your work creates lasting change.

Our Core Values

Compassion – We treat every person with dignity and fairness, ensuring no one feels alienated or discriminated against.
Accountability – We safeguard confidentiality and remain transparent with all stakeholders.
Reverence – We are called to serve and uplift those in need while fostering mutual respect.
Excellence – We commit to continuous learning to deliver culturally responsive, high‑quality care.
Stewardship – We manage resources responsibly for the benefit of our organization and community.

Who We Are

CAHN provides comprehensive primary care, dental services, and behavioral health support, ensuring every person receives the quality care they deserve—regardless of background or circumstance.

Our Mission:
To deliver effective, accessible, and culturally responsive care, education, and advocacy that promote health and quality of life.

Discover a place where your work makes a difference.

The Call Center Representative serves as the first point of contact for patients, delivering exceptional customer service while supporting access to care across Capital Area Health Network. This position is responsible for answering inbound calls, scheduling appointments, coordinating transportation services, maintaining accurate patient information, and assisting patients with navigating healthcare services in a culturally and linguistically appropriate manner.

The ideal candidate is patient-focused, organized, and detail-oriented, with strong communication skills and the ability to manage multiple tasks in a fast-paced healthcare environment. This role plays a vital part in ensuring a positive patient experience while supporting efficient clinical operations.

Key Areas of Responsibility:

• Answer and manage inbound patient calls and online appointment requests
• Schedule appointments for providers across multiple locations
• Verify and update patient demographic, insurance, and billing information
• Coordinate transportation services and patient support needs
• Maintain accurate patient records within eClinicalWorks (EHR)
• Resolve patient inquiries and collaborate with staff to address concerns
• Educate patients regarding appointments, services, and healthcare resources
• Support call center operations, reporting, and administrative functions

Schedule:

• Monday and Tuesday: 8:00 a.m. to 7:00 p.m.
• Wednesday through Friday: 8:00 a.m. to 5:00 p.m.
• Occasional extended hours as needed
• On-site position

Benefits at CAHN

We value our team, and it shows in our comprehensive benefits package:

Health Coverage

• Medical, Dental, and Vision Insurance
• Secondary Gap Insurance
• Prescription Drug Plan
• Supplemental Policies through Colonial Life

Financial Security

• 401(k) Retirement Plan with up to 3% Company Match
• Employer‑Sponsored Short‑Term Disability
• Employer‑Paid Life and AD&D Insurance

Work‑Life Balance

• Paid Time Off (PTO) accrued beginning Day 1
• Self‑Care Floating Holidays
• 9.5 Paid Holidays

Additional Support

• Employee Assistance Program (EAP)
• Public Service Loan Forgiveness (PSLF) eligibility

We are committed to supporting your well‑being—at work and beyond.

Qualifications

Preferred Qualifications:

• High school diploma, GED, or equivalent required
• One to three years of customer service experience
• Call center and/or medical office experience preferred
• Experience with eClinicalWorks or electronic health records preferred
• Strong telephone etiquette, communication, and customer service skills
• Ability to multitask, maintain accuracy, and manage confidential information

At Capital Area Health Network, we are committed to fostering a culture of Compassion, Accountability, Reverence, Excellence, and Stewardship (CAHN CARES) while supporting our employees in delivering exceptional care to the communities we serve.

Commitment to Our Workforce and Community 

Capital Area Health Network is committed to fostering a workplace culture that reflects our mission of service, compassion, and excellence. We strive to create an environment where employees feel respected, supported, and empowered to contribute their talents toward improving the health and well-being of the communities we serve.