CSR | Virtual Visit Facilitator | ON-SITE

Philippines Careers

1d•Onsite

About The Position

This role is responsible for facilitating virtual visits by providing pre-visit, in-visit, and post-visit support to patients. The Virtual Visit Facilitator will ensure smooth and efficient virtual care delivery by managing patient records, insurance verification, payment processing, appointment confirmations, and basic technical troubleshooting. This position requires strong communication and customer service skills, with a focus on patient satisfaction and administrative support for providers.

Requirements

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

Nice To Haves

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

Responsibilities

Access and update patient records in EPIC .
Conduct comprehensive insurance verification via EPIC , RTE , 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.
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.
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.