Valley Medical Center
Patient Resource Representative (Remote) (2025-1325)
Valley Medical Center, Renton, Washington, United States, 98056
Patient Resource Representative (Remote) (2025-1325)
Location:
Renton, WA (Clinic Network)
Department:
Patient Resource Center
Position Type:
Full Time, 40 hrs; Days (8:30am-5:00pm)
Salary Range:
Min $22.61 – Max $37.79/hr (DOE)
Job Overview The Patient Resource Representative position is responsible for scheduling, pre-registration, insurance verification, estimates, collecting payments over the phone, inbound and outbound call handling for Primary and Specialty Clinics supported by the Patient Resource Center. This includes call handling for specialized access programs: ACN Contracts Hotline Call Handling, MyChart Scheduling, and outbound dialing for referral Epic workqueues.
Core Responsibilities
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.
Demonstrates excellent customer service skills throughout every interaction with patients, customers, and staff.
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.
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 where it is necessary to perform several tasks simultaneously, and where interruptions are frequent.
Ability to organize and prioritize work.
Ability to multitask while successfully utilizing varying computer tools and software packages, including:
Utilize multiple monitors in facilitation of workflow management.
Scanning and electronic faxing capabilities.
Electronic Medical Records.
Telephone software systems.
Microsoft Office Programs.
Ability to successfully navigate and utilize the Microsoft office suite programs.
Ability to work in a fast-paced environment while 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.
Provide first call resolution whenever possible.
Acknowledge if patient is upset and de‑escalate using key words and providing options for resolution.
Identify and assess patients’ needs to determine the best action for each patient.
A knowledgeable resource for patient/customers that works to build confidence and trust in the VMC health care system.
Schedule appointments in Epic by following scheduling guidelines and utilizing tools and resources to accurately appoint patient.
Generate patient estimates and follow Point of Service (POS) Collection Guidelines to determine patient liability on or before the time of service. Accept payments on accounts with Patient Financial Responsibility (PFR) as well as any outstanding balances, document information in HIS and provide a receipt for the amount paid.
Strive to meet patients’ access needs for timeliness and provider, whenever possible.
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 or updates that may be needed.
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 the symptoms that 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 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.
Identify, research, and resolve patient questions and inquiries about their care and VMC.
Inbound call handling for specialized access programs: ACN Hotline Call handling, MyChart Scheduling, and outbound dialing for patient worklists and referral workqueues.
Facilitate scheduling for all clinics not supported by the PRC, complete registration and transfer call to clinic staff to schedule.
Complete the MyChart Scheduling process for appointment requests and direct scheduled appointments.
Utilize and apply protocols as outlined for MyChart scheduling.
Meet defined targets for MyChart message turnaround time.
Utilize patient worklists to identify patients that require outbound dialing.
Utilize referral work queue to identify patients that have an active/authorized referral in the system and reach out to complete scheduling process.
Update the referral in alignment with the defined workflow.
Receive, distribute, and respond to mail for work area.
Monitor office supplies and equipment, keeping person responsible for ordering updated.
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 at the same time.
Demonstrated 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.
Additional Information Unique Physical/Mental Demands, Environment And Working Conditions: See Generic Job Description for Administrative Partner.
Performance Responsibilities: Generic Job Functions: See Generic Job Description for Administrative Partner.
Created: 1/25 | Grade: OPEIUC | FLSA: NE | CC: 8318.
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Renton, WA (Clinic Network)
Department:
Patient Resource Center
Position Type:
Full Time, 40 hrs; Days (8:30am-5:00pm)
Salary Range:
Min $22.61 – Max $37.79/hr (DOE)
Job Overview The Patient Resource Representative position is responsible for scheduling, pre-registration, insurance verification, estimates, collecting payments over the phone, inbound and outbound call handling for Primary and Specialty Clinics supported by the Patient Resource Center. This includes call handling for specialized access programs: ACN Contracts Hotline Call Handling, MyChart Scheduling, and outbound dialing for referral Epic workqueues.
Core Responsibilities
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.
Demonstrates excellent customer service skills throughout every interaction with patients, customers, and staff.
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.
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 where it is necessary to perform several tasks simultaneously, and where interruptions are frequent.
Ability to organize and prioritize work.
Ability to multitask while successfully utilizing varying computer tools and software packages, including:
Utilize multiple monitors in facilitation of workflow management.
Scanning and electronic faxing capabilities.
Electronic Medical Records.
Telephone software systems.
Microsoft Office Programs.
Ability to successfully navigate and utilize the Microsoft office suite programs.
Ability to work in a fast-paced environment while 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.
Provide first call resolution whenever possible.
Acknowledge if patient is upset and de‑escalate using key words and providing options for resolution.
Identify and assess patients’ needs to determine the best action for each patient.
A knowledgeable resource for patient/customers that works to build confidence and trust in the VMC health care system.
Schedule appointments in Epic by following scheduling guidelines and utilizing tools and resources to accurately appoint patient.
Generate patient estimates and follow Point of Service (POS) Collection Guidelines to determine patient liability on or before the time of service. Accept payments on accounts with Patient Financial Responsibility (PFR) as well as any outstanding balances, document information in HIS and provide a receipt for the amount paid.
Strive to meet patients’ access needs for timeliness and provider, whenever possible.
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 or updates that may be needed.
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 the symptoms that 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 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.
Identify, research, and resolve patient questions and inquiries about their care and VMC.
Inbound call handling for specialized access programs: ACN Hotline Call handling, MyChart Scheduling, and outbound dialing for patient worklists and referral workqueues.
Facilitate scheduling for all clinics not supported by the PRC, complete registration and transfer call to clinic staff to schedule.
Complete the MyChart Scheduling process for appointment requests and direct scheduled appointments.
Utilize and apply protocols as outlined for MyChart scheduling.
Meet defined targets for MyChart message turnaround time.
Utilize patient worklists to identify patients that require outbound dialing.
Utilize referral work queue to identify patients that have an active/authorized referral in the system and reach out to complete scheduling process.
Update the referral in alignment with the defined workflow.
Receive, distribute, and respond to mail for work area.
Monitor office supplies and equipment, keeping person responsible for ordering updated.
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 at the same time.
Demonstrated 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.
Additional Information Unique Physical/Mental Demands, Environment And Working Conditions: See Generic Job Description for Administrative Partner.
Performance Responsibilities: Generic Job Functions: See Generic Job Description for Administrative Partner.
Created: 1/25 | Grade: OPEIUC | FLSA: NE | CC: 8318.
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