The Virtual Agent supports our outpatient physical therapy clinics by managing real-time check-ins through our virtual platform. Although the role uses virtual check-in technology, this position is fully on-site and works out of our administrative support location. The Virtual Agent helps patients begin their care sooner by reducing wait times, streamlining front-desk workflow, and assisting clinical teams with essential administrative tasks.
This position is central to maintaining a smooth patient experience, ensuring professionalism, accuracy, and strong communication with both patients and clinic staff.
Patient Check-In & Support
- Greet patients virtually through our check-in system and provide clear, friendly guidance throughout the process.
- Verify patient identity, insurance status on file, appointment times, and clinic location.
- Assist patients with self-check-in when appropriate and connect with them directly if they need help.
- Run payments, collect co-pays, and confirm credit card on file when applicable.
- Assist patients who request to speak with a live agent for questions or concerns
Administrative & Operational Tasks
- Complete assigned administrative tasks such as plan-of-care follow-up, documentation checks, visit tracking, and other support tasks directed by the Business Office Manager.
- Manage active check-in queues across multiple clinics, prioritizing patients efficiently and communicating delays when needed.
- Document patient interactions accurately in the EMR and communication platforms.
- Coordinate with clinic staff to ensure smooth handoff of information between the virtual desk and the care team.
Technology & System Navigation
- Navigate WelcomeWare (or similar virtual check-in systems), EMR software, payment platforms, and secure communication tools.
- Identify and report system or workflow issues promptly.
- Utilize multiple monitors and software programs simultaneously.