Valley Medical Center
Patient Resource Representative ( Remote ) (2025-1247)
Valley Medical Center, Renton, Washington, United States, 98056
Job Title
Patient Resource Representative (Remote)
Location Renton, WA (Clinic Network – Remote)
Department Patient Resource Center
Job Type Full Time, 40 hrs per week (8:30 am‑5:00 pm)
Salary Minimum $21.74 – Max $36.34 per hour, DOE
Job Description The Patient Resource Representative is responsible for scheduling, pre‑registration, insurance verification, estimating patient liability, collecting payments over the phone, and handling inbound and outbound calls for Primary and Specialty Clinics supported by the Patient Resource Center. This includes specialized access program call handling such as Accountable Care Network Contracts Hotline, MyChart Scheduling, and outbound dialing for Epic Workqueues.
Responsibilities
Schedule appointments in Epic following scheduling guidelines and tools.
Generate patient estimates and collect payments, ensuring accurate documentation in HIS.
Verify insurance eligibility and complete registration, resolving any discrepancies before patient arrival.
Handle inbound calls, actively listen to caller needs, and provide the appropriate resolution or escalation.
Make outbound calls for Appointments, referrals, and check‑in drives, using third‑party payer portals as needed.
Provide first‑call resolution whenever possible and de‑escalate upset patients using empathy and key‑wor d strategies.
Coordinate resources such as interpreter services, transportation, or other support to ensure patient access to care.
Maintain accurate phone logs and messages for clinic staff and physicians.
Prerequisites
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 with multi‑line phone systems, Electronic Medical Record (EMR) systems, and simultaneous use of various software programs.
Keyboarding proficiency of at least 35 words per minute.
Computer experience in a Windows‑based environment.
Excellent verbal, written, and listening communication skills.
Excellent customer service skills.
Knowledge of medical terminology and abbreviations; ability to spell and understand commonly used terms.
Qualifications
Ability to interact positively with patients, peers, and healthcare providers at all times.
Ability to access, analyze, and adhere to departmental protocols, policies, and guidelines.
Ability to provide clear verbal and written instructions.
Demonstrated understanding and adherence to compliance standards.
Excellent customer service across all interactions with patients, customers, and staff.
Strong listening skills, able to analyze caller needs and determine appropriate actions.
Maintain a calm, professional demeanor during every interaction.
Show empathy and tact in all communications.
Effective communication with patients of all ages, including those with special needs.
Ability to analyze and solve complex problems, including research and creative solutions on the phone.
Document required details while actively talking to callers.
Use third‑party payer/insurance portals to identify coverage and eligibility.
Organize and prioritize workload, multitasking with various computer tools.
Utilize multiple monitors, scanning, electronic faxing, EMR, telephone software, and Microsoft Office suite.
Work effectively in a fast‑paced environment with high volume inbound calls.
Meet or exceed departmental performance standards for quality, accuracy, volume, and pace.
Accurate spelling, grammar, and sentence structure.
Seniority Level Entry Level
Employment Type Full‑time
Job Function Health Care Provider
Industries Hospitals and Health Care
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Location Renton, WA (Clinic Network – Remote)
Department Patient Resource Center
Job Type Full Time, 40 hrs per week (8:30 am‑5:00 pm)
Salary Minimum $21.74 – Max $36.34 per hour, DOE
Job Description The Patient Resource Representative is responsible for scheduling, pre‑registration, insurance verification, estimating patient liability, collecting payments over the phone, and handling inbound and outbound calls for Primary and Specialty Clinics supported by the Patient Resource Center. This includes specialized access program call handling such as Accountable Care Network Contracts Hotline, MyChart Scheduling, and outbound dialing for Epic Workqueues.
Responsibilities
Schedule appointments in Epic following scheduling guidelines and tools.
Generate patient estimates and collect payments, ensuring accurate documentation in HIS.
Verify insurance eligibility and complete registration, resolving any discrepancies before patient arrival.
Handle inbound calls, actively listen to caller needs, and provide the appropriate resolution or escalation.
Make outbound calls for Appointments, referrals, and check‑in drives, using third‑party payer portals as needed.
Provide first‑call resolution whenever possible and de‑escalate upset patients using empathy and key‑wor d strategies.
Coordinate resources such as interpreter services, transportation, or other support to ensure patient access to care.
Maintain accurate phone logs and messages for clinic staff and physicians.
Prerequisites
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 with multi‑line phone systems, Electronic Medical Record (EMR) systems, and simultaneous use of various software programs.
Keyboarding proficiency of at least 35 words per minute.
Computer experience in a Windows‑based environment.
Excellent verbal, written, and listening communication skills.
Excellent customer service skills.
Knowledge of medical terminology and abbreviations; ability to spell and understand commonly used terms.
Qualifications
Ability to interact positively with patients, peers, and healthcare providers at all times.
Ability to access, analyze, and adhere to departmental protocols, policies, and guidelines.
Ability to provide clear verbal and written instructions.
Demonstrated understanding and adherence to compliance standards.
Excellent customer service across all interactions with patients, customers, and staff.
Strong listening skills, able to analyze caller needs and determine appropriate actions.
Maintain a calm, professional demeanor during every interaction.
Show empathy and tact in all communications.
Effective communication with patients of all ages, including those with special needs.
Ability to analyze and solve complex problems, including research and creative solutions on the phone.
Document required details while actively talking to callers.
Use third‑party payer/insurance portals to identify coverage and eligibility.
Organize and prioritize workload, multitasking with various computer tools.
Utilize multiple monitors, scanning, electronic faxing, EMR, telephone software, and Microsoft Office suite.
Work effectively in a fast‑paced environment with high volume inbound calls.
Meet or exceed departmental performance standards for quality, accuracy, volume, and pace.
Accurate spelling, grammar, and sentence structure.
Seniority Level Entry Level
Employment Type Full‑time
Job Function Health Care Provider
Industries Hospitals and Health Care
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