Bilingual Front Desk, Intake Virtual Medical Assistant

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

📋 Description

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

• Address inquiries received via phone, voicemails, online forms, emails, and other clinic communication methods.

• Engage with warmth and empathy while ensuring conversations remain focused, efficient, and directed toward the appropriate next steps.

• Conduct initial telephone screenings and collect essential information from patients or parents.

• Determine whether patients will utilize commercial insurance, Medicaid, self-pay, or nonprofit financial assistance programs.

• Clarify the intake process and assist patients in completing required forms, accessing the patient portal, and providing supporting documentation.

• Carry out initial financial eligibility assessments in accordance with clinic protocols.

• Identify any incomplete intake, insurance, or financial requirements and collaborate with the back-office team on complex issues.

• Schedule and reschedule appointments following the completion of necessary intake paperwork and pre-appointment documentation.

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

• Work in coordination with therapists, psychologists, interns, and administrative staff to ensure smooth patient flow.

• Review and prioritize outstanding voicemails, unread inquiry forms, and pending patient communications at the beginning of each workday.

• Follow up with prospective patients regarding incomplete forms, portal access, and enrollment procedures.

• Assist less tech-savvy patients with electronic paperwork and navigation of the patient portal.

• Maintain follow-through until intake is finalized or another disposition is recorded.

• Route donations, registrations, clinical matters, and other out-of-scope requests to the appropriate team member.

• Ensure accurate documentation of patient information, intake, eligibility, scheduling, and follow-up 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 refine front-office processes related to intake, scheduling, voicemail management, patient communication, and inquiry handling.

• Identify recurring questions, bottlenecks, and process gaps while assisting in the development of repeatable Standard Operating Procedures.

⛳️ Requirements

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

• Prior experience in healthcare, medical administration, patient intake, medical reception, or a related healthcare support role.

• Exceptional professional phone communication and active listening abilities.

• Capability to engage compassionately with patients and families facing emotional or stressful circumstances.

• Strong organizational, follow-up, and multitasking abilities.

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

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

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

• Comprehensive understanding of patient confidentiality and HIPAA regulations.

• Reliable attendance and punctuality are essential.

• Candidates must ensure a professional and secure work-from-home environment.

• Dedicated private workspace suitable for handling confidential patient information is required.

• A Windows PC with approximately Intel i5 or higher, or a Mac with M2 or higher is necessary.

• A stable internet connection of approximately 50 Mbps or higher is essential.

• A quiet working environment free from disruptive background noise is required.

• Preferred: Previous experience in behavioral health, mental health, psychology, counseling, or similar healthcare fields.

• Preferred: Experience with patient intake or telephone screening processes.

• Preferred: Experience supporting multiple healthcare providers.

• Preferred: Familiarity with insurance eligibility or patient financial screening processes.

• Preferred: Experience using AdvancedMD or a similar EHR system.

• Preferred: Experience assisting patients with electronic forms or patient portals.

🏝️ Benefits

• Opportunity for remote work.

• Performance review after the third month.

• Work with a well-established nonprofit behavioral health organization.

• Professional and secure remote work environment.

• Backup internet connection provided.

• Verified backup power source available.

• Secondary monitor supplied.

• Noise-canceling headset included.