Bilingual Virtual Assistant – English/Spanish Receptionist

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

📋 Description

• Manage a significant volume of incoming and outgoing calls with patients, pharmacies, payer offices, and other healthcare professionals.

• Convey information clearly and professionally in both English and Spanish.

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

• Address routine inquiries from patients and escalate concerns as needed.

• Maintain a calm and friendly demeanor, particularly when interacting with elderly patients or navigating complex situations.

• Oversee the scheduling of new and existing patients via phone, email, and text.

• Ensure provider calendars are accurate to prevent gaps, overlaps, or scheduling mistakes.

• Confirm appointments and handle cancellations, reschedules, and waitlist management.

• Conduct outreach before visits and clearly communicate next steps to patients.

• Accurately document patient demographics, appointment details, and call results in the system.

• Verify patient eligibility and benefits prior to appointments.

• Confirm copays, deductibles, covered services, and authorization criteria.

• Identify potential insurance issues early and communicate them effectively to patients and internal staff.

• Accurately document verification findings in the EMR and internal tracking systems.

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

• Process tasks related to referrals and ensure all required documentation is complete.

• Initiate and follow up on prior authorization requests as necessary.

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

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

• Maintain accurate, timely, and consistent documentation.

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

• Handle patient information in a manner that complies with HIPAA regulations.

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

⛳️ Requirements

• Excellent bilingual communication abilities in both English and Spanish.

• Confident and professional demeanor during phone interactions.

• Strong skills in patient coordination and scheduling.

• High attention to detail and dependable follow-through.

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

• 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 communicate updates clearly.

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

• Knowledge of HIPAA regulations or experience with HIPAA-compliant processes.

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

• Opportunities for professional development and career advancement.

• Supportive work environment promoting work-life balance.