Virtual Patient Specialist - (On-Site)

As a Virtual Patient Specialist, you will serve as the first point of contact for patients utilizing our WelcomeWare Kiosk system. You will assist patients with check-in, payment processing, appointment scheduling, document collection, and real-time support while ensuring an exceptional patient experience across all supported clinic locations.

Job Duties of the Virtual Patient Specialist:

Patient Check-In & Support

• Serve as the first point of contact for patients utilizing the WelcomeWare Kiosk system.
• Monitor incoming patient assistance requests and Live Agent alerts in real time.
• Assist patients with appointment verification, check-in, and sign-in procedures.
• Provide prompt, professional, and empathetic assistance to patients throughout the check-in process.
• Coordinate with clinic staff regarding patient concerns, scheduling issues, and follow-up needs.

Payment Processing & Financial Responsibilities

• Review and verify patient balances, including copays, deductibles, coinsurance, and outstanding balances.
• Collect patient payments accurately and securely through approved payment systems.
• Ensure payment receipts are delivered to patients.
• Add appropriate account alerts regarding balances, payment preferences, and follow-up requirements.
• Escalate insurance and billing concerns when appropriate.

Scheduling & Appointment Management

• Schedule follow-up appointments according to clinic scheduling guidelines.
• Assist patients with appointment modifications and cancellations.
• Maintain waitlists when appointments are unavailable.
• Email appointment calendars and confirmations to patients as needed.
• Coordinate scheduling concerns with clinic front desk teams.

Document Collection & Medical Records Support

• Collect and verify required patient documents, including identification cards, insurance cards, and physician referrals.
• Review uploaded documents for clarity and completeness.
• Upload patient documentation into the appropriate electronic medical record.
• Ensure all required patient information is accurately documented and maintained.

Reporting & Administrative Functions

• Generate and upload daily operational reports, including Appointment Summary Reports and Wallet Reports.
• Complete daily Daypack responsibilities, including payment registers, transaction history reports, and sign-in documentation.
• Review and reconcile daily patient sign-in records.
• Prepare next-day reports and identify patients requiring follow-up assistance.
• Maintain accurate documentation of patient interactions and operational activities.

Compliance & Quality Assurance

• Maintain compliance with HIPAA regulations and company privacy policies.
• Protect confidential patient information at all times.
• Follow established payment processing and documentation procedures.
• Ensure accuracy and completeness of patient records and transactions.
• Communicate urgent patient needs or operational concerns to supervisors and clinic staff.

Additional Responsibilities

• Support Fair Lakes office operations during periods of lower patient volume.
• Assist with patient collections, plan of care activities, and other administrative projects as assigned.
• Adapt to evolving WelcomeWare processes and support additional clinic locations as the program expands.

High school diploma or GED required.
• Customer service, medical office, call center, healthcare administration, or patient access experience preferred.
• Strong computer skills and proficiency with Microsoft Office applications.
• Ability to learn multiple software platforms and technology systems.
• Excellent verbal and written communication skills.
• Strong attention to detail and organizational abilities.
• Ability to multitask and prioritize work in a fast-paced environment.
• Ability to work independently while maintaining a high level of accuracy.
• Ability to maintain confidentiality and professionalism at all times.
• Availability for a full-time schedule, Monday through Friday.

The Ideal Candidate Is:

• Patient-focused and service-oriented.
• Detail-oriented and highly organized.
• Dependable and accountable.
• Comfortable working with technology and multiple systems simultaneously.
• A positive team player who enjoys helping others.
• Professional, adaptable, and solutions-focused.
• Committed to delivering exceptional patient experiences.

Our Virtual Patient Specialists Enjoy the Following:

• Competitive compensation
• Excellent benefits package, including 401(k)
• Health, dental, and vision benefits
• Paid time off plus major holidays
• Ongoing training and professional development

For questions regarding the position, please contact us at [email protected]. Our Staffing Director will promptly reply to you.