Role Purpose:
The Remote Front Desk VA will support the client's front desk team by managing high volumes of incoming calls, assisting with appointment scheduling, insurance-related tasks, referral verification, and patient communication. The goal is to improve responsiveness, maintain accurate scheduling, and ensure consistent adherence to office protocols while allowing onsite staff to focus on patient check-ins, check-outs, and in-person care.
Key Responsibilities:
- Inbound Call Management: Handle high volumes of incoming patient calls across the practice’s eight locations, ensuring prompt responses and professional communication.
- Appointment Scheduling: Schedule, reschedule, and confirm patient appointments according to established scheduling protocols and provider availability.
- Scheduling Protocol Compliance: Follow specific rules for appointment types, new patient visits, double-booking restrictions, and procedure scheduling to prevent errors and clinic delays.
- Patient Communication: Respond to patient inquiries, provide appointment-related information, and manage follow-up communications through phone, text, and email.
- Patient Registration: Assist with new patient registration and ensure patient information is accurately entered and updated in the system.
- Insurance Intake and Eligibility Verification: Collect insurance information and assist with verifying patient eligibility and coverage according to office procedures.
- Referral Verification: Review and verify referrals, follow up on missing information, and coordinate referral-related communications through shared office email accounts.
- EHR and Practice Management: Use Advanced MD to access patient records, manage appointments, update information, and document relevant interactions accurately.
- Phone and Text Management: Use Weave to manage incoming calls, patient text messages, and related communications efficiently.
- Patient Flow Support: Help reduce the administrative burden on onsite receptionists so they can focus on in-person check-ins, check-outs, and other front-office responsibilities.
- Documentation and Follow-Up: Maintain accurate records of calls, scheduling changes, patient requests, and outstanding follow-up items within the appropriate systems.
- Confidentiality and Compliance: Handle patient information securely and follow applicable HIPAA requirements and the practice’s privacy and data-handling policies.
Required Skills / Experience:
• At least 2 years of medical front desk experience.• Familiarity with insurance verification and eligibility.
• Experience handling patient scheduling.
• Comfortable explaining basic insurance and benefit information to patients.
• Strong attention to detail.
• Ability to learn and follow scheduling protocols.
• Professional phone communication skills.
• Ability to manage 90-100 calls per day.
Preferred Skills:
Preferably female candidates and Spanish speakers.Non-Negotiables (Hard Requirements):
VA should have a solid understanding of medical terminology and medical background.(Tech-savvy) comfortable and skilled at using technology, software, computers, and digital tools.
Knowledge of EHR systems
Tools / Systems & Compliance:
• AdvancedMD as their EHR/Practice Management System
• Weave as their phone and texting platform
• Shared office email accounts for referrals and patient communications
Schedule: 8:30AM-5:30PM PST (1hr lunch break)
Pay per hour: 10USD
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