VMAP Careers

VMAP Call Line Coordinator

Medical Society of Virginia Foundation | Richmond, Virginia 
Central Region

This position will be responsible for the administrative and technical assistance for the VMAP Line, a provider call line that operates during business hours from 9am-5pm offering mental health resources to primary care providers treating patients 21 and under. The VMAP Line plays a critical role as the central operations for all VMAP Line processes.

Send resume to employment@msv.org.

Major Duties:

Provide administrative support and technical assistance to the VMAP Line and VMAP Line teams across the state.

  • Coordinate scheduling of consulting physicians.
  • Assist Call Line Manager in providing regular, ongoing communication to hub teams regarding announcements (procedure changes, process needs, closures, etc.).
  • Provide technical assistance to teams on both Salesforce and telephone system (Broadvoice) platforms in a timely manner during regular business hours.
  • Develop or refine training materials and guidance documents for VMAP Line teams.

Collaborate closely with the Call Line Manager to support VMAP line operations.

  • Communicate with Call Line Manager regularly on all hub team and call line operations.
  • Report to Call Line Manager on VMAP Line needs, processes, and updates.
  • Assist Call Line Manager in preparing data, reports, and summaries for organizational, statewide, or other stakeholder meetings as needed.

Coordinate with Call Line Manager and Data Evaluator to support quality assurance and data management processes.

  • Perform regular review of collected data in Salesforce.
  • Perform regular review of workflow, data entry, and other call line processes.
  • Support monthly/quarterly data review and quality assurance assessments.
  • Work with call line teams to improve data collection reliability and validity.
  • Support Call Line Manager with implementation and management of ongoing Consulting Physician quality improvement projects.

  • Bachelor’s degree
  • 2 – 3 years’ experience in customer service
  • Exceptional organizational skills with attention to detail and documentation skills
  • Experience using Salesforce as a CRM is preferred
  • Experience with data management and quality improvement processes.
  • Strong organizational abilities including effective time management skills, able to manage multiple tasks at the same time and respond to requests in a timely matter
  • Experience in nonprofit, mental health, social services, and/or healthcare preferred
  • Strong interpersonal skills
  • Proficient in Word, Excel, PowerPoint, data entry, and editing
  • Demonstrates flexibility and willingness to learn
  • Experience with phone systems or call centers (helpful but not required)
  • Experience working with remote and diverse teams