Bilingual Front Desk – Intake Virtual Medical Assistant

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

📋 Description

• Professionally handle incoming calls from patients and families in both English and Spanish.

• Address inquiries through various communication channels including phone calls, voicemails, online forms, emails, and other clinic methods.

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

• Determine eligibility for commercial insurance, Medicaid, self-pay options, or nonprofit financial assistance.

• Clarify intake procedures and assist patients in completing necessary forms, accessing the patient portal, and gathering required documentation.

• Execute initial financial eligibility assessments in accordance with clinic protocols.

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

• Schedule and reschedule appointments once all necessary paperwork and documentation are finalized.

• Adhere to scheduling protocols based on patient category, provider availability, service type, and payer agreements.

• Collaborate with therapists, psychologists, interns, and administrative staff.

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

• Follow up with potential patients concerning incomplete forms, portal requirements, and enrollment processes.

• Assist patients who may struggle with technology in navigating electronic paperwork and the patient portal.

• Ensure follow-through until the intake process is finalized or a disposition has been recorded.

• Direct out-of-scope requests to the relevant team members.

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

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

• Safeguard patient information and comply with HIPAA, privacy, and clinic documentation standards.

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

• Identify recurring inquiries, bottlenecks, and process gaps, and develop solutions into repeatable procedures.

⛳️ Requirements

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

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

• Excellent phone communication skills and active listening abilities.

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

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

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

• High level of attention to detail in managing patient information and documentation.

• Ability to work autonomously while maintaining proactive communication with a remote team.

• Solid understanding of patient confidentiality and HIPAA regulations.

• Dependable attendance and punctuality.

• A private workspace that is appropriate for handling confidential patient information.

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

• Reliable internet connection with a speed of around 50 Mbps or higher.

• Consistent backup internet connection.

• Verified backup power source.

• Secondary monitor.

• Noise-canceling headset.

• Quiet work environment free of disruptive background noise.

🏝️ Benefits

• Opportunity for remote work.

• Performance review after the third month.