Patient Resource Representative ( Remote) (2026-0752)

Remote position based in Renton, WA. Full-time, 40 hours per week (8:30 AM – 5:00 PM).

About the role

The Patient Resource Representative schedules, pre-registers, verifies insurance, provides cost estimates, collects payments over the phone, and handles inbound and outbound calls for Primary and Specialty Clinics supported by the Patient Resource Center. This includes specialized access programs: Accountable Care Network Contracts Hotline, MyChart Scheduling, and outbound dialing for Referral Epic Workqueues.

Responsibilities

• Schedule appointments in Epic following guidelines and tools to accurately appoint patients.
• Generate patient estimates and follow Point of Service (POS) Collection Guidelines to determine patient liability.
• Collect payments on accounts with Patient Financial Responsibility (PFR) and outstanding balances; document in HIS and provide receipts.
• Ensure timely access to care, meeting patients' needs for provider availability.
• Apply registration standards to maintain accurate and up-to-date patient records.
• Verify and update insurance eligibility during scheduling; resolve registration errors prior to patient arrival.
• Identify when clinical escalation is needed based on patient-reported symptoms and follow protocols.
• Take accurate messages for clinic providers, staff, and management; relay information per protocols.
• Route calls to appropriate clinics, support services, or community resources as needed.
• Coordinate resources such as interpreter services, transportation, or other patient needs.
• Research and resolve patient inquiries about care and Valley Medical Center (VMC) services.
• Handle inbound calls for specialized access programs, including the Accountable Care Network (A.C.N.) Hotline.
• Apply workflows and protocols for scheduling patients calling the A.C.N. Hotline to meet contractual obligations.
• Schedule patients for all departments supported by the Patient Resource Center (PRC) and facilitate scheduling for unsupported clinics.
• Complete MyChart scheduling for appointment requests and direct scheduled appointments using defined protocols.
• Meet targets for MyChart message turnaround time.
• Use patient worklists to identify and complete outbound dialing for referrals and scheduling.
• Update referrals in alignment with defined workflows.
• Monitor and manage office supplies and equipment for the work area.
• Deliver excellent customer service, ensuring first-call resolution and de-escalating upset patients.
• Act as a knowledgeable resource to build patient confidence and trust in the VMC healthcare system.

Requirements

• High school diploma or equivalent (G.E.D.) preferred.
• Minimum of 2 years of experience in a call center or 1 year in a physician’s office.
• Experience using multi-line phone systems, Electronic Medical Record (EMR) systems, and working with multiple software programs simultaneously.
• Basic keyboarding skills (35 WPM).
• Proficiency in a Windows-based environment and Microsoft Office Suite.
• Excellent verbal, written, and listening communication skills.
• Strong customer service skills and ability to interact positively with patients, peers, and providers.
• Knowledge of medical terminology and abbreviations; ability to spell and understand commonly used terms.
• Ability to analyze and solve complex problems with creative solutions while on the phone.
• Ability to document per template requirements and enter data while talking with callers.
• Ability to utilize third-party payer/insurance portals to verify coverage and eligibility.
• Ability to multitask in a fast-paced environment with frequent interruptions and high call volume.
• Ability to meet or exceed department performance standards for quality, accuracy, volume, and pace.
• Ability to organize, prioritize, and manage workflow using multiple monitors and software tools (e.g., EMR, telephone systems, scanning, electronic faxing).
• Ability to demonstrate empathy, maintain a calm and professional demeanor, and interact tactfully with all age groups.
• Understanding of and adherence to compliance standards and departmental protocols, policies, and guidelines.

Pay

$22.61 – $37.79 per hour, based on experience.