Job Description

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

Adminis trative & 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.

Qualifications

• High school diploma or equivalent required; additional healthcare or administrative experience preferred.
• Strong communication and customer-service skills with a calm, professional presence.
• Ability to multitask across clinics and manage a fast-paced patient flow.
• Confident navigating technology, software systems, and virtual communication tools.
• Organized, detail-oriented, and comfortable following structured processes.
• Knowledge of clinic operations or front-desk workflow is helpful but not required
• Ability to maintain confidentiality and comply with HIPAA at all times.

Ideal Candidate Traits

• Personable, patient-focused, and confident in customer-facing communication.
• Thrives in a dynamic environment where priorities can shift quickly.
• Team-oriented and willing to support both front-desk and administrative workflows.
• Comfortable learning new systems and adapting to updated procedures.

Additional Information

Work Environment

• Fully on-site at our administrative support location—this is not a remote position.
• Requires consistent attendance, punctuality, and the ability to work scheduled shifts aligned with clinic hours.
• Work typically involves sitting at a workstation with multiple monitors and frequent communication with clinics.