Bilingual Front Desk, Intake Virtual Medical Assistant

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

📋 Description

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

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

• Perform initial telephone screenings and collect critical information from patients or parents.

• Determine the type of insurance, such as commercial, Medicaid, self-pay, or nonprofit financial assistance options.

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

• Conduct preliminary financial eligibility screenings in accordance with clinic protocols.

• Identify any unfinished intake forms, insurance, or financial requirements and communicate the necessary next steps.

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

• Schedule and reschedule appointments once the required intake paperwork and pre-appointment documentation are completed.

• Adhere to clinic-specific scheduling protocols based on the type of patient, availability of providers, services, and payer arrangements.

• Work closely with therapists, psychologists, interns, and administrative team members to ensure a seamless patient flow.

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

• Follow up with prospective patients to address incomplete forms, portal requirements, and enrollment procedures.

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

• Ensure follow-through until the intake process is completed or another resolution is documented.

• Direct donations, registrations, clinical issues, and out-of-scope requests to the relevant team member.

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

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

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

• Document and refine front-office processes and workflows.

• Identify recurring questions, bottlenecks, or gaps in processes, and assist in developing solutions that can be standardized into 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 position.

• Excellent professional phone communication and active listening abilities.

• Capacity to communicate empathetically with patients and families in emotionally charged or stressful situations.

• Strong organizational skills, with an emphasis on follow-up and multitasking.

• Familiarity with electronic health records (EHR), patient portals, scheduling systems, or similar healthcare technologies.

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

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

• Solid understanding of patient confidentiality and HIPAA regulations.

• Dependable attendance and punctuality are essential.

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

• A Windows PC with an Intel i5 or higher, or a Mac with an M2 or higher is required.

• A stable internet connection of at least 50 Mbps or higher is necessary.

• A reliable backup internet connection is required.

• Verification of a backup power source is essential.

• A secondary monitor is preferred.

• A noise-canceling headset is necessary.

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

🏝️ Benefits

• Performance reviews after three months.

• Opportunity for remote work.

• A professional and secure work-from-home setting.

• Provision of a secondary monitor.

• Inclusion of a noise-canceling headset.

• Backup internet connection provided.

• Verified backup power source available.