• Own the end-to-end new hire onboarding experience for assigned operations teams — program design, content creation, classroom delivery, nesting coordination, job shadowing, and floor readiness evaluation • Design and facilitate ongoing refresher, upskilling, and process change training as business needs evolve • Build and maintain all training materials for assigned teams — e-learning modules, facilitator guides, presentations, knowledge checks, role-play scenarios, and assessments • Own operations-specific knowledge content within the knowledge management system, ensuring accuracy and alignment with current policies, workflows, and product changes • Assess the training and knowledge impact of operational and product changes as they come through, and proactively develop or update materials to support those changes • Manage all program logistics independently: LMS administration, scheduling, roster management, Zoom coordination, and SME preparation and briefing • Coordinate SME and supervisor involvement in training programs — providing clear direction and session context so their contributions are set up for impact • Evaluate training effectiveness through assessment data, QA results, nesting observations, and supervisor feedback — and act on gaps proactively • Develop and maintain coverage plans and program documentation so training continuity is never dependent on a single person's availability • Collaborate with the broader Enablement team on knowledge management, L&D initiatives, and operational content projects • Use AI-assisted tools to develop content efficiently, with full accountability for review and quality of all outputs.

Role Description Inova Health is looking for a dedicated Bilingual Patient Service Representative 1 to join the team. This remote role will be full-time day shift from Monday – Friday between 9:00am-5:30pm. Remote Eligibility: This position is eligible for remote work for candidates residing in the following states: - VA - MD - DC - DE - FL - GA - NC - OH - PA - SC - TN - TX - WV The Patient Service Representative 1 demonstrates accountability, accuracy, and effective communication skills relative to departmental goals. Responsible for inbound calls from a single department to support patients in scheduling, completes all registration processes, verifies insurance coverage to ensure approval and provides accurate information to the patient to ensure a great experience with any of their needs. Responsibilities - Works independently to complete incoming calls without close supervision; delivers an acceptable volume of work with high levels of accuracy while improving inefficiencies and minimizing repetitive errors by revising current workflow procedures. - Selects an appropriate method of communication for audiences and adjusts communication style when needed. - Follows EPIC scheduling process to identify the best provider for the patient’s appointment needs. - Exceeds all contact center metric goals to ensure calls are handled effectively and efficiently; this includes Availability Rate, Avoidance Rate, First Call Resolution, Patient Survey Responses, and Quality Assurance Scores. - Interviews patients to secure and document required medical, financial, demographic and insurance information. - Navigates communication for Patient to Practice/Clinic Front Desk, Nurses, and Physicians for any medical or appointment needs. - Ensures internet services work successfully from home, and if not able to work remote due to equipment or service issues, will report to an identified location to provide patient and team support. - Communicates scheduling changes to patients, staff, physicians and patient representatives in a timely and professional manner. Qualifications - High School or GED Preferred Qualifications - Bilingual proficiency (Spanish) to support a diverse patient population - Prior experience in a customer service role with a strong emphasis on patient satisfaction - Healthcare experience is preferred - Previous employment in a high-volume call center or centralized scheduling environment - Familiarity with metric-driven performance standards, such as call volume, wait times, or first-call resolution - Strong communication skills, both verbal and written, with the ability to handle sensitive or confidential information - Proficiency in using electronic scheduling systems and/or patient management software (e.g., Epic, Cerner) Benefits - Committed to Team Member Health: offering medical, dental and vision coverage, and a robust team member wellness program. - Retirement: Inova matches the first 5% of eligible contributions – starting on your first day. - Tuition and Student Loan Assistance: offering up to $5,250 per year in education assistance and up to $10,000 for student loans. - Mental Health Support: offering all Inova team members, their spouses/partners, and their children 25 mental health coaching or therapy sessions, per person, per year, at no cost. - Work/Life Balance: offering paid time off, paid parental leave, and flexible work schedules.

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Role Description This is a remote position. Are you a highly motivated individual with a passion for helping others? Do you have excellent communication skills and thrive in a fast-paced environment? We are seeking enthusiastic Call Center Agents to join our dynamic team and be the first point of contact for our valued customers. In this entry-level role, you will play a crucial part in delivering exceptional customer service, resolving queries, and building lasting relationships. You'll gain invaluable experience in a supportive and growth-oriented atmosphere, contributing directly to our company's success and customer satisfaction. If you're eager to kickstart your career in customer service and possess a positive attitude, we encourage you to apply and become a part of our growing team! - Answer incoming customer calls promptly and professionally, maintaining a friendly and helpful demeanor. - Provide accurate information and resolve customer inquiries and issues efficiently, demonstrating empathy and problem-solving skills. - Document all customer interactions and transactions thoroughly and accurately in the CRM system. - Escalate complex issues to appropriate departments for resolution, ensuring a seamless customer experience. - Adhere to company policies, procedures, and service level agreements (SLAs) to meet performance targets. - Educate customers on products and services, identifying opportunities for upselling or cross-selling where appropriate. - Maintain a high level of product and service knowledge to effectively assist customers. Qualifications - 10th or 12th pass (Higher Secondary education) from a recognized board. - Any Bachelor's degree is preferred but not mandatory for this entry-level position. - Freshers are welcome to apply. - Ability to speak multiple Indian languages is an added advantage. Requirements - Excellent verbal and written communication skills in English, with clear articulation and active listening abilities. - Strong interpersonal skills and a customer-centric approach. - Basic computer proficiency and ability to navigate various software applications. - Ability to work effectively in a team-oriented environment. - Flexibility to work in rotational shifts, including evenings, weekends, and public holidays, as per business needs. - Prior experience in a customer-facing role (even part-time or internships) is a plus. - A positive attitude and a strong desire to learn and grow.