Bilingual Front Desk – Intake Virtual Medical Assistant

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Professionally manage and respond to incoming calls from patients and their families in both English and Spanish.

• Address inquiries received via phone calls, voicemails, online forms, emails, and various clinic communication channels.

• Conduct preliminary telephone screenings to collect vital information from patients or their parents.

• Recognize pathways for commercial insurance, Medicaid, self-pay, or nonprofit financial assistance.

• Clarify the intake process and assist patients with required forms, access to the patient portal, and necessary documentation.

• Perform preliminary financial eligibility assessments according to clinic procedures.

• Identify incomplete intake, insurance, or financial requirements and outline the subsequent steps.

• Collaborate with the back-office team to address complex insurance, authorization, or eligibility issues.

• Schedule and reschedule appointments once all required paperwork and documentation are completed.

• Adhere to clinic-specific scheduling protocols based on patient type, provider availability, service, and payer arrangements.

• Work alongside therapists, psychologists, interns, and administrative team members.

• Review and prioritize outstanding voicemails, unread inquiry forms, and pending communications from patients.

• Follow up with prospective patients about any incomplete forms, portal requirements, and enrollment procedures.

• Provide assistance to patients who may struggle with electronic paperwork and navigating the patient portal.

• Ensure follow-through until the intake process is finalized or another disposition is recorded.

• Appropriately route donations, registrations, clinical matters, and out-of-scope requests.

• Keep accurate records of patient information, intake, eligibility, scheduling, and follow-up documentation in AdvancedMD.

• Communicate ongoing issues, completed tasks, and patient needs to remote clinical and administrative team members.

• Safeguard patient information while adhering to HIPAA, privacy, and clinic documentation standards.

• Document and update front-office workflows and Standard Operating Procedures.

• Identify recurring queries, bottlenecks, and process deficiencies, transforming solutions into standardized procedures.

⛳️ Requirements

• Proficient in verbal and written communication in both English and Spanish.

• Previous experience in healthcare settings, medical administration, patient intake, medical reception, or similar roles in healthcare support.

• Excellent professional phone communication and active listening abilities.

• Capacity to communicate empathetically with patients and families facing emotional or stressful circumstances.

• Strong organizational skills, follow-up capabilities, and multitasking proficiency.

• Familiarity with EHR systems, patient portals, scheduling systems, or similar healthcare technologies.

• High attention to detail when handling patient information and documentation.

• Ability to work independently while proactively communicating with a remote team.

• Strong knowledge of patient confidentiality and HIPAA regulations.

• Dependable attendance and punctuality.

• Professional and secure work-from-home setup with a dedicated private workspace.

• Windows PC with Intel i5 or higher, or Mac with M2 or higher specifications.

• Stable internet connection of at least 50 Mbps or higher.

• Reliable backup internet connection.

• Verified backup power source.

• Secondary monitor.

• Noise-canceling headset.

• Quiet working environment free from disruptive background noise.

🏝️ Benefits

• Performance review after the third month.

• Opportunity for remote work.

• Professional and secure work-from-home environment.

• Dedicated private workspace.

• Requirement for a stable internet connection.

• Reliable backup internet connection.

• Verified backup power source.

• Access to a secondary monitor.

• Provision of a noise-canceling headset.