Virtual Medical Receptionist (Welcomer)

Role Summary

At Sterling Urgent Care, a seamless patient experience begins before a provider ever
enters the room. As a Virtual Medical Receptionist (Welcomer), you will be the face
and voice of our clinics, greeting patients virtually through our innovative WelcomeWare
kiosk platform.

Leveraging your background in high-volume customer service or call centers, you will
manage patient check-ins, capture critical demographic and insurance data, and handle
front-end registration across multiple clinic locations. Operating in a 12-hour shift
structure, you will ensure every patient feels welcomed, supported, and processed with
the highest degree of data accuracy to support our downstream billing teams.

Key Responsibilities

• Virtual Patient Greeting and Check-in: Professionally greet, guide, and check in
  patients virtually across multiple Sterling Urgent Care clinics using the
  WelcomeWare platform.
• Accurate Data Intake and Registration: Utilize eClinicalWorks (eCW) to
  accurately input patient demographics, take high-quality scans/photos of
  insurance cards, and enter front-end billing details.
• Point-of-Service Collections: Securely collect and log co-pays, self-pay fees,
  and outstanding balances through the virtual interface, adhering strictly to
  financial compliance protocols.
• Insurance Verification Support: Verify patient insurance eligibility electronically
  within eCW and ensure all intake details are clean to prevent backend claim
  denials.
• Schedule and Flow Optimization: Monitor real-time clinic capacity and patient
  flow, communicating effectively with on-site clinical teams to optimize provider
  schedules and reduce patient wait times.
• Quality and Compliance Adherence: Maintain high performance against Quality
  Assurance (QA) standards, collaborating with the Lead Front-End RCC to review
  scorecards and refine workflows.

Qualifications and Requirements

• Residency Requirement: Must reside in either Idaho, Utah, or Wyoming.
• Experience: 1–2 years of experience in a high-volume call center, customer
  service, or medical front-office environment. Experience working in a medical
  setting or with eClinicalWorks (eCW) is highly preferred, but strong technical
  adaptability is a must.
• Technical Savvy: High comfort level working with dual screens, virtual
  communication hardware/software (WelcomeWare or similar kiosk systems), and
  electronic medical record (EMR) systems.
• Communication Skills: Exceptional verbal and written communication skills;
  ability to project warmth, empathy, and professionalism through a digital screen.
• Detail-Oriented and Fast: Ability to multitask and maintain extreme accuracy in
  data entry while managing a steady flow of patient check-ins.
• Shift Flexibility: Ability to work standard urgent care hours, including 12-hour
  shifts and rotating weekends/holidays.

Remote Work Requirements (If Applicable)

To be eligible for remote work, you must provide a dedicated workspace that meets the
following criteria:

• A quiet, private room with a closing door, completely free of background noise
  and distractions (to ensure strict HIPAA compliance).
• High-speed, reliable internet connection capable of supporting continuous video
  streaming.
• Professional, neutral background suitable for patient-facing video interactions.
• Note: Candidates whose home environments do not meet these criteria will be
  stationed full-time inside a physical Sterling Urgent Care clinic.

What We Offer:

• Opportunity to work with cutting-edge medical reception technology.
• A dynamic, supportive team environment with a clear structure for feedback and
  professional growth.
• Comprehensive benefits package for full-time employees.