Front Desk, Patient Communications Coordinator

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

📋 Description

• Respond to a high volume of patient calls and voicemails through RingCentral, handling routine inquiries, directing clinical issues to medical personnel, and recording phone interactions in AthenaOne.

• Schedule, modify, and confirm appointments for consultations and follow-up visits.

• Follow up on missed appointments and cancellations, optimizing provider schedules within AthenaOne.

• Conduct real-time benefits verification.

• Initiate and monitor prior authorization requests across payer portals, logging updates on authorization status in AthenaOne.

• Oversee patient communications and manage significant phone traffic for scheduling, general practice inquiries, and follow-ups.

• Distribute pre-appointment instructions and efficiently manage recall/waiting lists.

• Gather and update patient demographic details, insurance data, and medical histories in AthenaOne.

• Verify coverage for commercial, Medicare, and Medicaid plans, assessing active benefits and patient cost-sharing obligations.

• Prepare, submit, and track prior authorization requests for diagnostic tests, specialty procedures, and medications.

• Escalate complex denials or urgent requirements to clinical leads.

• Securely transmit patient chart notes and clinical messages to providers while complying with HIPAA privacy regulations.

⛳️ Requirements

• Direct, hands-on experience navigating AthenaOne EHR for appointment scheduling, updating patient demographics, and documenting charts.

• Proven experience managing high-volume inbound and outbound calls, as well as front-desk workflows in a U.S. medical clinic or virtual assistant environment.

• Excellent verbal and written English communication skills, with a clear, neutral accent on the phone and strong listening abilities during fast-paced calls.

• Demonstrated ability to book complex patient appointments and manage prior authorization requests through insurance portals.

• Solid understanding of U.S. healthcare processes, medical terminology, and HIPAA patient privacy regulations.

• A dedicated, private home office equipped with a lockable door, a high-performance computer (PC/Mac), a high-speed primary internet connection, backup internet/power solutions, and a noise-canceling headset.

• Practical experience using RingCentral or similar cloud-based VoIP platforms.

• Previous experience supporting a high-volume, multi-provider U.S. medical practice.

• Extensive experience navigating major U.S. insurance payer portals (such as Availity, Optum, NaviNet) for real-time eligibility and prior authorizations.

🏝️ Benefits

• Comprehensive health benefits package.

• Competitive salary and opportunities for professional development.

• Flexible working hours to promote work-life balance.