Patient Resource Representative ( Remote) (2026-0765)

About the role

The Patient Resource Representative position 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.

Responsibilities

• Scheduling appointments in Epic by following scheduling guidelines and utilizing tools and resources to accurately appoint patient
• Generating patient estimates and following Point of Service (POS) Collection Guidelines to determine patient liability on or before time of service
• Accepting payment on accounts with Patient Financial Responsibility (PFR) as well as any outstanding balances, documenting information in HIS and providing a receipt for the amount paid
• Striving to meet patients' access needs for timeliness and provider, whenever possible
• Applying VMC registration standards to ensure patient records are accurate and up to date
• Ensuring accurate and complete insurance registration through the scheduling process, including verifying insurance eligibility or updates that may be needed
• Reviewing registration work queue for incomplete work and resolving errors prior to patient arrival at the clinic
• Utilizing protocols to identify when clinical escalation is needed based on the symptoms that patients report when calling
• Taking accurate and complete messages for clinic providers, staff, and management
• Relaying information in alignment with protocols and providing guidance in alignment with patient's needs
• Routing calls to appropriate clinics, support services, or community resource when needed
• Coordinating resources when needed for patients, such as interpreter services, transportation or connecting with other resources needed for our patient to be successful in obtaining the care they need
• Identifying, researching, and resolving patient questions and inquiries about their care and VMC
• Inbound call handling for specialized access programs, including A.C.N. Hotline Call handling and MyChart Scheduling
• Outbound dialing for patient worklists and referral work queues

Requirements

• 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 at the same time
• Basic skills in keyboarding (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
• Ability to spell and understand commonly used terms, preferred

Skills

• 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
• Ability to demonstrate understanding and adherence to compliance standards
• Ability to communicate effectively in verbal and written form
• Ability to actively listen to callers, analyze their needs, and determine the appropriate action based on the caller's needs
• 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 the physical and emotional development of all age groups
• Ability to analyze and solve complex problems that may require research and creative solutions with patient on the telephone line

Qualifications

The ideal candidate will have a strong background in customer service, excellent communication skills, and the ability to work effectively in a fast-paced environment. They will also have experience with Electronic Medical Record systems, multi-line phone systems, and working with several software programs at the same time.