Patient Resource Representative ( Remote) (2026-0761)

About the role

The Patient Resource Representative is responsible for scheduling, pre-registration, insurance verification, estimates, collecting payments over the phone, and inbound and outbound call handling for Primary and Specialty Clinics supported by the Patient Resource Center. This includes call handling for specialized access programs: Accountable Care Network Contracts Hotline Call Handling, MyChart Scheduling, and Outbound dialing for Referral Epic Workqueues.

Responsibilities

• Deliver excellent customer service throughout every interaction, providing first-call resolution whenever possible
• Acknowledge upset patients and de-escalate using key words and providing options for resolution
• Identify and assess patients' needs to determine the best action through active listening and questioning
• Schedule appointments in Epic by following scheduling guidelines and utilizing tools and resources to accurately appoint patients
• Generate patient estimates and follow Point of Service (POS) Collection Guidelines to determine patient liability on or before time of service
• Accept payments on accounts with Patient Financial Responsibility (PFR) as well as outstanding balances, document information in HIS, and provide receipts
• Apply VMC registration standards to ensure patient records are accurate and up to date
• Ensure accurate and complete insurance registration through the scheduling process, including verifying insurance eligibility and updates
• Review registration work queue for incomplete work and resolve errors prior to patient arrival at the clinic
• Utilize protocols to identify when clinical escalation is needed based on symptoms patients report when calling
• Take accurate and complete messages for clinic providers, staff, and management
• Relay information in alignment with protocols and provide guidance in alignment with patient's needs
• Route calls to appropriate clinics, support services, or community resources when needed
• Coordinate resources for patients such as interpreter services, transportation, or connecting with other resources
• Identify, research, and resolve patient questions and inquiries about their care and VMC
• Handle inbound calls for specialized access programs including the A.C.N. Hotline
• Apply knowledge of contractual requirements for VMC's Accountable Care Network contracts and facilitate care meeting contractual obligations
• Complete scheduling for patients that call the A.C.N. Hotline and all departments the PRC supports
• Facilitate scheduling for clinics not supported by the PRC, completing registration and transferring calls
• Complete MyChart Scheduling process for appointment requests and direct scheduled appointments
• Meet defined targets for MyChart message turnaround time
• Utilize patient worklists and referral work queues to identify patients requiring outbound dialing
• Update referrals in alignment with defined workflows
• Receive, distribute, and respond to mail for work area
• Monitor office supplies and equipment, keeping the responsible person updated
• Perform other duties as assigned

Qualifications

• High School Graduate 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 systems, and working with several software programs simultaneously
• Demonstrates basic keyboarding skills (35 wpm)
• Computer experience in a windows-based environment
• Excellent communication skills including verbal, written, and listening
• Excellent customer service skills
• Knowledge of medical terminology and abbreviations preferred
• Ability to spell and understand commonly used terms preferred
• Ability to function effectively and interact positively with patients, peers, and providers at all times
• Ability to access, analyze, apply, and adhere to departmental protocols, policies, and guidelines
• Ability to provide verbal and written instructions
• Demonstrates understanding and adherence to compliance standards
• Ability to actively listen to callers, analyze their needs, and determine appropriate action
• Ability to maintain a calm and professional demeanor during every interaction
• Ability to interact tactfully and show empathy
• Ability to communicate and work effectively with all age groups
• Ability to analyze and solve complex problems that may require research and creative solutions with patients on the telephone
• Ability to document per template requirements, gather pertinent information, and enter data into computer while talking with callers
• Ability to utilize third party payer/insurance portals to identify insurance coverage and eligibility
• Ability to function effectively in an environment requiring multiple simultaneous tasks with frequent interruptions
• Ability to organize and prioritize work
• Ability to multitask while utilizing varying computer tools and software packages including multiple monitors, scanning and electronic faxing, Electronic Medical Records, telephone software systems, and Microsoft Office Programs
• Ability to work in a fast-paced environment handling a high volume of inbound calls
• Ability to meet or exceed department performance standards for Quality, Accuracy, Volume, and Pace
• Ability to speak, spell, and utilize appropriate grammar and sentence structure

Pay & Schedule

• Salary range: $22.61 – $37.79/hr DOE
• Full Time, 1.0 FTE, 40 hours per week
• Day shift, 7:00 am – 3:30 pm