CSR | Virtual Visit Staff | ON-SITE

Key Responsibilities

Pre-Visit Support

• Access and update patient records in EPIC Book-It and RTE.


• Conduct comprehensive insurance verification via EPIC RTE, OneSource, and payer websites.


• Process co-pays and prepayments before the appointment via HelloWorld payment link.


• Send patient reminders and confirm virtual appointments using Care Connect and MyChart.


• Address patient questions regarding appointment access, billing, and insurance coverage.

In-Visit Support

• Conduct virtual check-ins using Amwell or MyChart platforms.


• Provide guided support for entering payment details in HelloWorld during the visit.


• Guide patients through real-time co-pay and prepayment transactions.


• Troubleshoot basic technical issues (audio/video) to avoid delays in virtual care delivery.


• Provide administrative support to providers during the visit.

Post-Visit Support

• Complete follow-up payment processing, if necessary.


• Update documentation in EPIC and Care Connect.


• Assist patients with return visit scheduling before ending the session.


• Perform reporting and reconciliation tasks using Power BI and other tools.

Qualifications

• At least 2 years of experience in healthcare customer service, preferably in a BPO setting.


• Familiarity with EPIC, Care Connect, and insurance verification tools.


• Strong communication, problem-solving, and multitasking skills.


• Proficiency in basic math and business calculations


• Working knowledge of computer/data entry with the ability to learn new systems


• Basic level of MS Office proficiency


•  Basic knowledge of, or ability to learn, customer service specialization

Expected Competencies:

• Friendly, professional, and effective communications skills; able to calmly present solutions in challenging situations


• Effective interpersonal skills


• Clear diction and knowledge of the English language, both written and verbal


• Service-orientation and aptitude to resolve customer grievances


• Self-directed accountability and reliability


• Cultural competence