Virtual Patient Care Representative

Vintti is a staffing agency that acts as an economic enabler. By connecting US-based SMBs, startups, and firms with top-tier Latin American talent, we drive growth on both sides of the equation. For US businesses, we offer access to a pool of highly skilled professionals at competitive rates, allowing for increased efficiency and scalability. For Latin American workers, we provide opportunities to engage with the US market, fostering professional development and economic advancement. Vintti stands at the intersection of global talent and American enterprise, facilitating partnerships that stimulate economic prosperity across borders.

A Virtual Patient Care Representative is a key member of the healthcare team, specialized in providing remote support and assistance to patients. This role involves addressing patient inquiries, scheduling appointments, and offering educational resources to enhance patient understanding and compliance with healthcare protocols. Adept at using telehealth technologies, these professionals ensure timely and effective communication between patients and healthcare providers. Through compassionate and efficient service, Virtual Patient Care Representatives play a crucial role in improving patient outcomes and enhancing the overall healthcare experience.

- High school diploma or equivalent; associate degree or higher preferred
- Previous experience in a healthcare or customer service role, ideally in patient care or medical office settings
- Familiarity with electronic health record (EHR) systems and medical terminology
- Excellent verbal and written communication skills
- Strong organizational skills and attention to detail
- Ability to handle confidential information in accordance with HIPAA regulations
- Proficiency in using digital communication platforms and troubleshooting technical issues
- Adept at multitasking and managing time effectively in a fast-paced environment
- Strong problem-solving skills and empathy when dealing with patient concerns
- Ability to work collaboratively with clinical staff and other team members
- Knowledge of healthcare insurance processes, including referrals and pre-authorization
- Basic understanding of billing procedures and ability to explain statements to patients
- Commitment to continuous learning and staying current on healthcare regulations and best practices
- Ability to conduct patient satisfaction surveys and analyze feedback for improvements
- Flexibility to participate in team meetings and training sessions as required
- Reliable internet connection and suitable home office setup for remote work (if applicable)
- Bilingual skills (preferred but not required)

- Handle inbound and outbound calls from patients, providers, and other healthcare professionals
- Schedule and confirm patient appointments through the electronic health record (EHR) system
- Assist patients with navigating the patient portal and troubleshooting technical issues
- Provide patients with information on their treatment plans, medications, and follow-up care instructions
- Verify and update patient information, including medical history and insurance details
- Respond to patient inquiries via email, chat, and other digital communication platforms
- Coordinate with clinical staff to ensure seamless patient care and communication
- Process referrals and pre-authorization requests with insurance companies
- Document all patient interactions and updates accurately in the EHR system
- Educate patients on preventive healthcare practices and available resources
- Follow up on missed appointments and reschedule as necessary
- Manage and resolve patient complaints and escalate as needed to supervisory staff
- Prepare and distribute patient care summaries and other necessary documentation
- Handle billing inquiries and assist patients in understanding their statements
- Maintain up-to-date knowledge of healthcare regulations and compliance requirements
- Conduct patient satisfaction surveys and gather feedback for quality improvement
- Participate in team meetings and ongoing training sessions

The ideal candidate for the Virtual Patient Care Representative role is a highly empathetic and compassionate individual with previous experience in healthcare or customer service, specifically in patient care or medical office settings. They possess exceptional interpersonal and communication skills, both verbal and written, and have a natural ability to remain calm under pressure. This candidate is technologically proficient and adept at navigating electronic health records (EHR) systems and various digital communication platforms, demonstrating a quick learning ability with a proactive approach. Detail-oriented and organized, they excel in handling confidential information in accordance with HIPAA regulations and have a strong understanding of healthcare insurance processes, including referrals and pre-authorization. They are committed to continuous learning and staying current on healthcare regulations and best practices. An effective problem solver with a high level of patience and professionalism, they work collaboratively with clinical staff and team members, delivering high-quality patient care and service. Their positive attitude, friendliness, dependability, and strong work ethic make them a reliable and valuable team player, who is adaptable to changing environments and new protocols. While bilingual skills are an advantage, a diligent commitment to providing exceptional customer service and a strong orientation towards patient satisfaction sets this candidate apart.

- Handle inbound and outbound calls from patients, providers, and other healthcare professionals.
- Schedule and confirm patient appointments through our electronic health record (EHR) system.
- Assist patients with navigating the patient portal and troubleshooting technical issues.
- Provide patients with information on their treatment plans, medications, and follow-up care instructions.
- Verify and update patient information, including medical history and insurance details.
- Respond to patient inquiries via email, chat, and other digital communication platforms.
- Coordinate with clinical staff to ensure seamless patient care and communication.
- Process referrals and pre-authorization requests with insurance companies.
- Document all patient interactions and updates accurately in the EHR system.
- Educate patients on preventive healthcare practices and available resources.
- Follow up on missed appointments and reschedule as necessary.
- Manage and resolve patient complaints and escalate as needed to supervisory staff.
- Prepare and distribute patient care summaries and other necessary documentation.
- Handle billing inquiries and assist patients in understanding their statements.
- Maintain up-to-date knowledge of healthcare regulations and compliance requirements.
- Conduct patient satisfaction surveys and gather feedback for quality improvement.
- Participate in team meetings and ongoing training sessions.

- Empathetic and compassionate attitude toward patient care
- Exceptional interpersonal and communication skills
- High level of patience and ability to remain calm under pressure
- Detail-oriented with strong organizational abilities
- Quick learner with a proactive mindset
- Strong problem-solving and critical thinking skills
- Professionalism and ability to maintain confidentiality
- Technologically savvy with adeptness in navigating digital platforms
- Adaptable to changing environments and new protocols
- Team player with a collaborative spirit
- Strong customer service orientation
- Self-motivated with a strong work ethic
- Positive attitude and friendly demeanor
- Dependable and reliable with a consistent work record
- Commitment to delivering high-quality patient care and service

- Competitive salary range based on experience and qualifications
- Comprehensive health insurance (medical, dental, vision) plans
- Retirement plan with employer matching contributions
- Paid time off (PTO) including vacation, sick leave, and holidays
- Flexible work schedule options
- Remote work opportunities with home office stipend (if applicable)
- Continuing education and professional development programs
- Employee wellness programs and resources
- Performance-based bonuses and incentives
- Tuition reimbursement for relevant courses and certifications
- Life and disability insurance coverage
- Employee assistance program (EAP) for mental health support
- Opportunities for career advancement within the organization
- Employee recognition and reward programs
- Discounts on medical services and products (if applicable)
- Collaborative and supportive work environment