Virtual Patient Care Coordinator (PCC) Support – Marketplace Guide

Portrait’s Virtual Patient Care Coordinators (PCCs) support your practice by managing patient communication, scheduling coordination, and administrative workflows so you can focus on delivering exceptional patient care.

This guide outlines what your PCC supports, best practices for collaboration, and available service options within the Portrait Marketplace.

PCC Responsibilities Snapshot

Your Virtual PCC helps support your practice with the following:

Provider Communication
Managing day-to-day operational communication and keeping you informed of important patient updates.

Patient Communication
Responding to patient inquiries, assisting with registration completion, and maintaining professional communication with patients.

Scheduling Support
Scheduling appointments, managing cancellations and reschedules, and helping maintain an organized schedule.

EHR Coordination
Supporting patient clearance workflows and helping ensure patient information is properly documented within Portrait’s EHR.

PCC Support Menu

Below is an overview of the services included with Virtual PCC support.

Virtual PCC Service Options

Virtual PCC support is available through the Portrait Marketplace with the following service tiers:

Essential PCC Support
$1,250 per month

• Up to 3 days per week
• Up to 24 hours per week
• Coverage available Monday – Friday

Full PCC Support
$2,250 per month

• Monday – Friday coverage
• Up to 40 hours per week
• Full operational PCC support

Best Practices for Working with Your PCC

To help your PCC support your practice efficiently:

• Notify your PCC when adding patients to your schedule, especially if the appointment is within 24 hours.

• Ensure patients receive their medical registration link if they require clearance, updates, or are new to your practice.

• Communicate schedule changes or provider availability updates as soon as possible.

• Handle medical or treatment-related conversations directly with patients. Your PCC will notify you when your input is needed.

Communication Guidelines

TigerConnect

• Use your designated support channel when communicating with your PCC so additional team members can assist if needed.

• Avoid using the priority message feature unless there is a medical emergency.

Support Center

• Submit a support ticket for technical questions or issues that cannot be resolved by your PCC.

• Visit the Portrait Support Center for announcements, guides, and frequently asked questions.

PCC Coverage & Availability

• If your assigned PCC is out of office for a full day, Portrait will work to provide alternate team coverage when available.

• The covering PCC may not work the same hours as your assigned coordinator.

• If your PCC is out of office for a partial day, coverage may not be available during those hours.

Providers may choose to monitor their own phone lines or patient communications during periods when their PCC is unavailable.

Additional Notes

• Virtual PCC services focus on the responsibilities outlined in the PCC Support Menu.

• Remote coordinators may not be located in your time zone and may not cover the full hours of your workday.

• PCC assignments may change based on operational needs.

• Weekend coverage is not included unless an after-hours support option has been selected.

• PCCs observe Portrait holidays and may not be available on those days.

For questions about your PCC service or coverage, please contact the PCC Manager or submit a support ticket.