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 the confidentiality of patients and staff and maintain transparency with our community and stakeholders.
Reverence—We uplift those we serve, fostering mutual respect and shared humanity.
Excellence—We commit to continuous learning and deliver culturally responsive, high‑quality care.
Stewardship—We manage resources responsibly for the benefit of both CAHN and the communities we serve.

Who We Are

CAHN offers comprehensive primary care, dental services, and behavioral health support, ensuring every individual 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.
Discover Capital Area Health Network.

Job Summary

The Call Center Representative is responsible for answering inbound calls and supporting patients with appointment scheduling, transportation requests, and general inquiries. This role requires strong verbal communication skills, excellent customer service, and the ability to navigate CAHN’s electronic health record system to ensure accurate and efficient patient support.

Essential Functions

The following duties are essential functions of this position. Reasonable accommodations may be made, in accordance with the ADA, to enable individuals with disabilities to perform these functions.

• Answer incoming phone calls and respond to online appointment requests.
• Accurately schedule patient appointments for all providers and locations, using knowledge of provider specialties, schedules, and insurance requirements.
• Enter or verify personal, demographic, and billing information for new and established patients.
• Obtain and confirm identification, insurance, and income information as needed.
• Coordinate transportation requests in collaboration with the Transportation Department.
• Identify and resolve patient issues using eClinicalWorks and communicate with CAHN staff when necessary.
• Educate patients on the importance of making and keeping appointments.
• Provide general educational information to patients as appropriate.
• Recognize, document, and report trends in patient calls to the supervisor.
• Update patient information in the Electronic Health Record (eClinicalWorks).
• Perform administrative duties and related tasks as assigned by management.
• Adhere to all CAHN standards, guidelines, policies, and procedures.
• Perform other duties as assigned.

Schedule

• Monday-Tuesday 8:00 a.m. - 7:00 p.m.
  Wednesday-Friday, 8:00 a.m.–5:00 p.m.
• Occasional extended hours
• On-site position

*Hours may vary based on operational needs.

        This is an 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
• 8.5 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.

Education and Experience

• High school diploma, GED, or equivalent required.
• One to three years of progressive customer service experience.
• Experience in a call center and/or medical office strongly preferred.
• Familiarity with eClinicalWorks is a plus.
• Basic office skills, including typing, faxing, scanning, and professional telephone etiquette.

Qualifications

To perform this job successfully, the individual must be able to perform each essential function satisfactorily. The requirements listed represent the knowledge, skills, abilities, and characteristics needed. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

Disclaimer

This position may involve exposure to infectious agents, including HIV, hepatitis, and tuberculosis. The duties and responsibilities listed are intended to represent essential job functions and may be modified in accordance with ADA accommodations. This job description is not a comprehensive list of all duties or requirements. Employees may be assigned additional responsibilities as directed by their supervisor, with reasonable accommodations provided as needed.