Virtual Agent

Company Description

Position Type : Full-Time or Part-Time

Location : On-Site (In-Clinic Support Hub)

Reports To : Business Office Manager

The Center for Physical Rehabilitation specializes in all-inclusive therapy services in a friendly, compassionate, and upbeat atmosphere. Our state-of-the-art facilities are located throughout greater Grand Rapids with extended hours. Independent with local ownership since 1994, we can work with the most qualified healthcare professionals in West Michigan. Our goal is to get our patients back to life without limits.

Join our friendly, family-oriented team!

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.

We are proud to be an equal opportunity and affirmative action employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. If you'd like to view a copy of the company's affirmative action plan or policy statement and/or if you would like to request an accommodation due to a disability, please contact us at [email protected]