Bilingual Virtual Assistant, Receptionist

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 various healthcare contacts.

• Communicate effectively and professionally in English and Spanish.

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

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

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

• Maintain provider calendars to avoid scheduling gaps, overlaps, or mistakes.

• Confirm appointments and handle cancellations, rescheduling, and waitlists.

• Execute pre-visit outreach and inform patients of subsequent steps.

• Accurately document patient demographics, appointment details, and call outcomes.

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

• Record insurance verification results in the EMR and internal trackers.

• Escalate and follow up on any unresolved payer issues.

• Process referrals and ensure all necessary documents are complete.

• Initiate and track prior authorization requests.

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

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

• Keep precise documentation and manage inboxes, 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 oversight.

⛳️ Requirements

• Exceptional bilingual communication skills in both English and Spanish.

• Confident and professional demeanor during phone interactions.

• Strong abilities in patient coordination and scheduling.

• Keen attention to detail and consistent follow-through.

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

• High level of confidence when speaking with patients over the phone, including coordinating appointments and follow-up calls.

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

• Ability to work independently and clearly communicate updates.

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

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

• Clinical or healthcare background is a plus.

• Familiarity with EMR/EHR systems is advantageous.

• Experience supporting internal medicine, primary care, or similar outpatient practices is preferred.

🏝️ Benefits

• Comprehensive health benefits package.

• Opportunities for professional development and training.

• Flexible working hours and remote work options.