Bilingual Virtual Assistant, English/Spanish

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

📋 Description

• Manage a significant volume of both inbound and outbound calls with patients, pharmacies, payer offices, and other healthcare professionals.

• Communicate effectively and professionally in both English and Spanish.

• Provide appointment reminders, follow-up calls, rescheduling assistance, and general patient support.

• Address routine patient inquiries and escalate any concerns as necessary.

• Oversee new and existing patient scheduling via phone, email, and text communication.

• Accurately maintain provider calendars to prevent scheduling gaps, overlaps, or errors.

• Confirm appointments and manage cancellations, reschedules, and waitlist coordination.

• Conduct pre-visit outreach and clearly communicate next steps to patients.

• Document patient demographics, appointment details, call outcomes, and insurance verification results accurately in the EMR and internal trackers.

• Verify patient eligibility and benefits, including copays, deductibles, covered services, and authorization requirements.

• Escalate unresolved payer issues and ensure follow-through until resolution is achieved.

• Process referral-related tasks and confirm that all necessary documents are complete.

• Initiate and follow up on prior authorization requests.

• Track pending items, approvals, denials, and necessary follow-up actions.

• Collaborate with payer offices, provider offices, and internal team members to prevent delays.

• Maintain accurate, timely, and consistent documentation.

• Support inbox management, task queues, forms, uploads, and follow-up tracking.

• Handle patient information in compliance with HIPAA regulations.

• Provide proactive status updates and complete assigned tasks with minimal supervision.

⛳️ Requirements

• Exceptional bilingual communication skills in both English and Spanish.

• Confident and professional demeanor on phone calls.

• Strong ability in patient coordination and scheduling.

• High attention to detail and dependable follow-through.

• Prior experience in a patient-facing, customer-facing, or healthcare support role involving phone calls.

• Strong confidence in speaking with patients over the phone, including appointment coordination and follow-up calls.

• Highly organized, detail-oriented, and capable of managing multiple tasks accurately.

• Ability to work independently and convey updates clearly.

• Reliable computer setup, headset, and stable internet connection for remote work.

• Knowledge of HIPAA or experience with HIPAA-compliant workflows.

• Clinical or healthcare background is preferred (not mandatory).

• Familiarity with EMR/EHR systems is a plus (not mandatory).

• Experience supporting internal medicine, primary care, or similar outpatient practices is advantageous (not mandatory).

🏝️ Benefits

• Remote work opportunity.

• Part-time schedule available.

• 40 hours per week.

• Performance review after 6 months.