Patient Resource Representative I ( Remote) (2026-0556)

• Job Title: Patient Resource Representative I ( Remote)
• Req: 2026-0556Location: Clinic Network
• Department: Clinic Patient Resource Center
• Shift: Days
• Type: Full Time
• FTE: 1Hours: 40hrs; 8:30am-5:00pm
• City State: Renton, WACategory Administrative/Clerical

Salary Range

Min $22.61- Max $37.79/hrly DOE

Job Description

JOB DESCRIPTION

The position description is a guide to the critical duties and essential functions of the job, not an all-inclusive list of responsibilities, qualifications, physical demands, and work environment conditions. Position descriptions are reviewed and revised to meet the changing needs of the organization.TITLE: Patient Resource Representative

JOB OVERVIEW

• 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.
• This includes call handling for specialized access programs: Accountable Care Network Contracts Hotline Call Handling, MyChart Scheduling, and Outbound dialing for Referral Epic Workqueues.DEPARTMNT: Patient Resource Center
• WORK HOURS: As assigned
• REPORTSTO: Supervisor, Patient Resource Center
• 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; with experience using multi-line phone systems, Electronic Medical Record systems, and working with several software programs at the same time.

Demonstrates 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.

Qualifications

• 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.
• 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.
• Essential

Responsibilities And Competencies

• In-depth knowledge of VMC's mission, vision, and service offerings.
• Demonstrates all expectations outlined in the VMC Caregiver Commitment throughout every interaction with patients, customers, and staff.
• Delivers Excellent Customer Service Throughout Each Interaction:
• Provides 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.
• This is done through active listening and asking questions to determine the best path forward.A knowledgeable resource for patient/customers that works to build confidence and trust in the VMC health care system.
• Schedules appointments in Epic by following scheduling guidelines and utilizing tools and resources to accurately appoint patient.
• Generates patient estimates and follows Point of Service (POS) Collection Guidelines to determine patient liability on or before time of service.
• Accepts payment on accounts with Patient Financial Responsibility (PFR) as well as any outstanding balances, documents information in HIS and provides a receipt for the amount paid.
• Strives to meet patients access needs for timeliness and provider, whenever possible.
• Applies VMC registration standards to ensure patient records are accurate and up to date.
• Ensures accurate and complete insurance registration through the scheduling process, including verifies insurance eligibility or updates that may be needed.
• Reviews registration work queue for incomplete work and resolves errors prior to patient arrival at the clinic.
• Utilizes protocols to identify when clinical escalation is needed based on the symptoms that patients report when calling.
• Takes accurate and complete messages for clinic providers, staff, and management.
• Relays information in alignment with protocols and provides guidance in alignment with patient's needs.
• Routes calls to appropriate clinics, support services, or community resource when needed.
• Coordinates 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.
• Identifies, researches, and resolves patient questions and inquiries about their care and VMC.Inbound call handling for our specialized access programs
• A.C.N. Hotline Call handling
• Knowledge of contractual requirements for VMC's Accountable Care Network contracts and facilitates care in a way that meets contractual obligations.
• Applies all workflows and protocols when scheduling for patients that call the A.C.N. Hotline
• Completes scheduling patients for all departments the PRC supports.
• Facilitates scheduling for all clinics not supported by the PRC.Completes registration and transfer call to clinic staff to schedule.
• Completes the MyChart Scheduling process for appointment requests and direct scheduled appointments.
• Utilizes and applies protocols as outlined for MyChart scheduling
• Meet defined targets for MyChart message turnaround time.
• Outbound dialing for patient worklists
• Utilizes patient worklists to identify patients that require outbound dialing.
• Outbound dialing for referral work queues.
• Utilizes referral work queue to identify patients that have an active/authorized referral in the system and reaches out to complete scheduling process.
• Schedules per department protocols
• Updates the referral in alignment with the defined workflow.
• Receives, distributes, and responds to mail for work area.
• Monitor office supplies and equipment, keeping person responsible for ordering updated.
• Other duties as assigned.
• Created: 1/25Grade: OPEIUCFLSA: NECC: 8318Prerequisites:
• Job

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; with experience using multi-line phone systems, Electronic Medical Record systems, and working with several software programs at the same time.
• Demonstrates 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.