Virtual Medical Receptionist & Patient Support Assistant

Job description

About this role

The primary focus of this position is customer service and patient communication. The VA will answer incoming calls, schedule appointments, assist patients with payments, monitor communications within the electronic health record, and complete routine administrative follow-up. A healthcare background is helpful but not required. The client emphasized that strong customer service experience, phone skills, professionalism, and the ability to calmly assist or de-escalate patients are more important than prior medical knowledge.

Responsibilities

• Answer inbound patient calls through Vonage
• Provide friendly and professional customer service
• Schedule, reschedule, and confirm patient appointments
• Respond to routine patient communications received through the medical record system
• Assist patients with basic questions and escalate clinical questions to the appropriate provider
• Handle frustrated or confused patients professionally and calmly
• Send patients payment links when required
• Assist patients who need help completing payments
• Take payment information over the phone when necessary and securely enter it into the clinic's payment system
• Follow established procedures for handling sensitive payment information
• Assist with routine medical certification administration
• Access patient records within the OneStop system using client-provided information
• Activate certifications according to established procedures
• Download and send completed certification documentation to patients
• Maintain accurate records of completed administrative actions
• Assist with basic credentialing administration, including sending applications and payments
• Follow up on outstanding emails and administrative requests
• Maintain basic licensing and renewal trackers

Qualifications and requirements

• Previous customer service experience required
• Phone-based customer service or receptionist experience strongly preferred
• Executive assistant or administrative support experience preferred
• Healthcare or medical office experience is a plus but not required
• Strong written and verbal English communication required
• Native or near-native English speaking ability required
• Experience scheduling appointments and managing customer records preferred
• Comfortable handling confidential patient information
• Basic Google Sheets and Microsoft Office proficiency
• HIPAA certification is not required at hire; appropriate certification can be completed during onboarding
• Exceptional customer service and phone communication skills
• Friendly, patient, and professional when interacting with patients
• Comfortable handling difficult conversations and de-escalating concerns
• Highly organized with strong follow-through
• Detail-oriented and dependable
• Comfortable learning healthcare systems and administrative workflows
• Able to work independently after receiving training
• CharmHealth EHR (Training Provided)
• OneStop (Training Provided)