Customer Care Representative, Fairfax

Customer Care Representative

The Customer Care Representative is the primary point of contact for patients, responsible for delivering a high-touch, concierge-style experience. This role focuses on patient communication, scheduling, and front desk coordination while supporting daily operations to ensure a smooth, organized, and professional patient journey.This role exists to make sure every patient feels supported and taken care of, while keeping communication, scheduling, and clinic flow running smoothly. Responsibilities

Serve as the first point of contact via phone, text, and email with a professional and empathetic approach Respond to all patient inquiries in a timely, organized manner Provide clear and accurate information about services, programs, and pricing Maintain a positive, supportive tone aligned with clinic standardsSchedule, confirm, and reschedule patient appointments efficiently Monitor daily schedule and track patient arrivals Follow up with late or missed patients and update appointment status Ensure provider availability is accurate and properly reflected in the calendar Greet and check in patients, ensuring a welcoming and smooth experienceAssist new patients with onboarding, paperwork, and initial setup Help maintain clinic flow by coordinating with team members and minimizing wait times Maintain accurate, organized, and up-to-date patient records Process payments and assist with general billing questions Support internal documentation, reporting, and workflow processesHelp maintain a clean, organized, and fully stocked front office Address patient concerns and escalate when appropriate Build strong relationships with patients to support retention and satisfaction Follow up with patients after cancellations, no-shows, or missed communication Communicate clearly with providers, health coaches, and managementProvide updates on patient status and scheduling changes Support overall clinic efficiency and continuous improvement Respond to all patient communication promptly and professionally Maintain accurate scheduling with minimal errors Ensure a smooth, organized, and positive patient experience Demonstrate strong attention to detail in documentation and workflowsTake ownership of patient needs and follow through until they are resolved 13 years of customer service experience (healthcare, med spa, or wellness preferred) Strong communication and interpersonal skills Ability to multitask in a fast-paced environment Detail-oriented with strong organizational skillsProfessional, reliable, and patient-focused mindset Compensation $20 - $25 hourly About VA Health and Wellness Center At VA Health and Wellness, we specialize in science-backed weight loss and metabolic health programs that integrate GLP-1 medications, advanced peptide therapies, and lifestyle support. We're not just helping patients lose weight, we're helping them reclaim their health. We're expanding our in-office team and seeking dynamic, compassionate, and knowledgeable professionals passionate about guiding patients through the fitness, nutrition, and peptide therapy journey.Our THRIVE core values guide how we care for patients and each other: Tailored for You: Personalized plans to meet unique goals and lifestyles. Holistic Wellness: Care for the whole person, body, mind, and lifestyle. Real Connection: Honest, empathetic relationships. Integrity in Action: Doing what's right with honesty, compassion, and care.Value-Driven Excellence: High-quality, results-focused service. Empowering People First: Every decision starts with well-being.