Virtual Patient Specialist - (On-Site)

Virtual Patient Specialist - (On-Site)

We are seeking a detail-oriented and customer-focused Virtual Patient Specialist to join our team of highly skilled and motivated individuals. This is not a remote position, the position is based in our Fair Lakes office and supports multiple clinic locations through our WelcomeWare virtual patient engagement platform.

Our clinics provide a fast-paced and highly rewarding work environment where you can grow, learn, and contribute to an exceptional patient experience. This role is ideal for an individual who enjoys helping patients, solving problems, and working in a technology-driven healthcare environment.

The Jackson Clinics Physical Therapy is a nationally recognized Orthopedic and Sports Medicine Physical Therapy group in Virginia. About The Jackson Clinics: The Jackson Clinics is a physical therapist-owned outpatient physical therapy group committed to providing a level of care and a patient experience unlike the "average physical therapy clinic." We provide care for our patients specific to their individual needs and presentations. Today, The Jackson Clinics can best be described as a place where patients come to heal, and clinicians come to grow. We are a learning organization and value life-long development of knowledge, skills, and professional attitudes as our core.

Job Description

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.

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.

Qualifications

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.

Additional Information

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 View email address on click.appcast.io. Our Staffing Director will promptly reply to you.