Administrative Assistant III - Patient Experience

Overview

At Augusta Health, your work matters — and so do you. Whether you're delivering direct patient care, supporting operations, or innovating behind the scenes, every role contributes to our mission of promoting wellness and healing through compassionate service. We offer more than just a job — we offer a purpose-driven career in a nationally recognized, independent health system located in Virginia’s scenic Shenandoah Valley.

Learn more about career opportunities on our Careers Page.

Our team members thrive in a supportive culture that values collaboration, integrity, and excellence. With opportunities across clinical and non-clinical areas, Augusta Health is a place where your skills make a difference, and your growth is a priority.

Why Join Augusta Health?

We believe in taking care of the people who care for our community. That’s why Augusta Health offers a comprehensive and thoughtfully designed benefits package that supports your well-being, career development, and work-life balance. Whether you're launching your career or bringing in years of experience, we provide the tools, resources, and encouragement to help empower you to reach your full potential — personally, professionally, and financially.

Explore our Benefits, current Hiring Incentives, and our Taking Care of Us initiative — which embraces Belonging, Respect, Inclusion, Diversity, Growth, and Equity (B.R.I.D.G.E.) — to see how we invest in our team members and culture.

Total Rewards & Benefits (may vary by position)

• Comprehensive insurance package including medical, dental, and vision coverage
• Retirement savings plans and financial wellness support programs
• Generous paid time off and flexible scheduling to promote work-life balance
• Career development programs including clinical ladders, shared governance, and advancement opportunities
• Personalized onboarding with dedicated preceptors and ongoing educational support
• Tuition reimbursement and access to onsite childcare
• Free onsite parking, 24/7-armed security for your safety, a Health Fitness Reimbursement Program, and an onsite credit union and pharmacy
• Competitive pay with shift/weekend differentials
• Employee discounts at the cafeteria, gift shop, pharmacy, and local entertainment venues (i.e., movie tickets)

Full details are available on our Benefits Page.

Job Summary

The Administrative Assistant III provides comprehensive administrative support to department leadership by coordinating communications, meetings, records, and presentations. Triages patient concerns and inquiries and escalates issues appropriately to ensure regulatory compliance and a positive patient experience.

Manages calendars, documentation, correspondence, payroll/timekeeping, and scheduling tasks while maintaining confidentiality and supporting efficient daily operations of the department

This position plays a critical role in supporting Augusta Health’s mission and advancing departmental goals through measurable performance indicators and service excellence. This position contributes to a collaborative, patient-centered environment and helps drive outcomes aligned with organizational priorities.

Essential Job Duties

• Answer and triage incoming calls, emails, and messages related to patient concerns, compliments, and inquiries.
• Route issues appropriately to clinical leaders, managers, or service lines based on urgency and scope.
• Maintain departmental calendars, including meetings, forums, and schedules.
• Assist with ordering and stocking department supplies.
• Assist with timekeeping.
• Assist with drafting correspondence (letters, emails, follow-ups) to patients and families.
• Maintain organized digital and physical files for cases, policies, and reports.
• Collect and maintain minutes for department meetings.
• Conduct regular patient and family rounding.
• Document patient feedback and escalate high-risk or sensitive issues promptly.
• Initiate service recovery efforts for dissatisfied patients (apologies, follow-up calls, coordination of remedies).
• Support formal grievance processes in compliance with regulatory standards

Required Qualifications

• Education: High School Diploma or equivalent
• Licensure/Certification: None
• Experience: None
• Driver's License: N/A
• Eligibility to work in the United States and meet Virginia state employment requirements

Preferred Qualifications

• Education: None
• Licensure/Certification: None
• Experience:
  
  • Three years' experience in a customer service setting with experience in a health care setting preferred.
• Prior experience in a hospital, healthcare system, or related service-oriented environment
• Familiarity with Augusta Health’s systems, workflows, or organizational culture is a plus

Competencies, Knowledge, Skills and Abilities

• Knowledge of healthcare administrative processes, including scheduling, payroll, and records management
• Understanding of patient and staff confidentiality and compliance requirements
• Strong organizational and time-management skills to support multiple departments
• Effective verbal and written communication skills for interacting with leadership, staff, patients, and vendors
• Proficiency in office technology, including presentation software and scheduling systems
• Ability to manage sensitive information with discretion and professionalism
• Prioritization of tasks, problem-solve independently, and working under pressure
• Ability to coordinate meetings, events, and operational activities to support efficient clinical operations

About Augusta Health

Augusta Health is an independent, nonprofit, mission-driven health system located in Fishersville, Virginia, in the heart of the Shenandoah Valley. We offer a full continuum of inpatient and outpatient services, including Augusta Medical Center—a 255-bed facility—and Augusta Medical Group, which operates 40 practice locations and four urgent care centers. Our commitment to excellence, innovation, and compassionate care makes Augusta Health a leading employer and healthcare provider in the region.

Discover more about our history, values, and community impact on our About Us Page.

Equal Opportunity Statement

Augusta Health recruits, hires, and promotes qualified candidates for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran or military discharge status, and family medical or genetic information.

We are committed to fostering a diverse and inclusive workplace in accordance with federal and Virginia state employment laws.