Valley Medical Center
Patient Resource Representative ( Remote ) (2025-1258)
Valley Medical Center, Renton, Washington, United States, 98056
Job Title: Patient Resource Representative (Remote)
Location: Renton, WA (Clinic Network)
Department: Patient Resource Center
Shift: Days | Type: Full Time | FTE: 1 | Hours: 40 hrs; 8:30am‑5:00pm
Job Overview The Patient Resource Representative is responsible for scheduling, pre‑registration, insurance verification, estimating, collecting payments over the phone, and inbound/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, MyChart Scheduling, and outbound dialing for referral Epic Workqueues.
Key Responsibilities
Schedule appointments in Epic following scheduling guidelines and tools.
Generate patient estimates and collect payments, entering data into HIS and providing receipts.
Verify insurance coverage and eligibility using third‑party payer portals.
Handle inbound calls for patient registration, appointment scheduling, and medical billing.
Handle outbound calls to complete scheduling for referral and work‑list patients.
Fulfill specialized access program Calls (ACN Hotline, MyChart Scheduling).
Document interactions using templates, maintain accurate patient records.
Escalate clinical concerns per protocol and provide appropriate guidance.
Maintain high volume inbound call performance while upholding quality, accuracy, and pace metrics.
Coordinate resources such as interpreter services, transportation, and community resources as needed.
Deliver exceptional customer service, de‑escalating upset callers and providing effective resolutions.
Monitor office supplies and equipment, updating inventory as required.
Perform additional duties as assigned.
Qualifications & Experience
High School Graduate or equivalent (G.E.D.) preferred.
Minimum of 2 years 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 multiple software tools concurrently.
Basic keyboarding skills (≥35 wpm).
Proficient in Windows‑based environments and Microsoft Office Suite.
Excellent verbal, written, and listening communication skills.
Strong customer‑service orientation.
Able to read and understand medical terminology and abbreviations.
Skill in researching and solving complex problems, maintaining calm professionalism, and demonstrating empathy.
Comfortable with multitasking, prioritizing work, and navigating multiple monitors, fax, and EMR systems.
Ability to meet or exceed department performance standards for quality, accuracy, volume, and pace.
Strong organizational and time‑management capabilities.
Compliance with institutional policies and security protocols.
Physical & Mental Demands Office‑based role; requires prolonged computer use and telephone handling. Must adhere to VMC’s standard health and safety requirements.
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Location: Renton, WA (Clinic Network)
Department: Patient Resource Center
Shift: Days | Type: Full Time | FTE: 1 | Hours: 40 hrs; 8:30am‑5:00pm
Job Overview The Patient Resource Representative is responsible for scheduling, pre‑registration, insurance verification, estimating, collecting payments over the phone, and inbound/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, MyChart Scheduling, and outbound dialing for referral Epic Workqueues.
Key Responsibilities
Schedule appointments in Epic following scheduling guidelines and tools.
Generate patient estimates and collect payments, entering data into HIS and providing receipts.
Verify insurance coverage and eligibility using third‑party payer portals.
Handle inbound calls for patient registration, appointment scheduling, and medical billing.
Handle outbound calls to complete scheduling for referral and work‑list patients.
Fulfill specialized access program Calls (ACN Hotline, MyChart Scheduling).
Document interactions using templates, maintain accurate patient records.
Escalate clinical concerns per protocol and provide appropriate guidance.
Maintain high volume inbound call performance while upholding quality, accuracy, and pace metrics.
Coordinate resources such as interpreter services, transportation, and community resources as needed.
Deliver exceptional customer service, de‑escalating upset callers and providing effective resolutions.
Monitor office supplies and equipment, updating inventory as required.
Perform additional duties as assigned.
Qualifications & Experience
High School Graduate or equivalent (G.E.D.) preferred.
Minimum of 2 years 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 multiple software tools concurrently.
Basic keyboarding skills (≥35 wpm).
Proficient in Windows‑based environments and Microsoft Office Suite.
Excellent verbal, written, and listening communication skills.
Strong customer‑service orientation.
Able to read and understand medical terminology and abbreviations.
Skill in researching and solving complex problems, maintaining calm professionalism, and demonstrating empathy.
Comfortable with multitasking, prioritizing work, and navigating multiple monitors, fax, and EMR systems.
Ability to meet or exceed department performance standards for quality, accuracy, volume, and pace.
Strong organizational and time‑management capabilities.
Compliance with institutional policies and security protocols.
Physical & Mental Demands Office‑based role; requires prolonged computer use and telephone handling. Must adhere to VMC’s standard health and safety requirements.
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