Medical Virtual Assistant, Customer Service, Patient Support

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

📋 Description

• Act as the main contact for patients, providing outstanding customer service and assistance.

• Respond to incoming patient calls while delivering exceptional customer support.

• Help patients with questions related to medications, prescriptions, and their storage needs.

• Professionally manage and de-escalate concerns from frustrated or upset patients.

• Ensure a positive, empathetic, and solution-focused experience for patients.

• Confirm daily that all provider consultations have been finalized.

• Follow up on any incomplete consultations and escalate matters that require further attention.

• Oversee appointment scheduling and coordination of calendars.

• Organize and maintain email inboxes and correspondence efficiently.

• Carry out precise data entry and keep records up to date.

• Ensure documentation is maintained and operational processes are completed punctually.

• Assist in workflow management and task tracking.

• Provide executive assistant support, including scheduling, organization, and administrative coordination.

• Help with administrative tasks related to CRM and Go High Level (GHL).

• Follow up on leads generated from marketing when necessary.

• Assist with special projects and daily operational requirements.

• Identify and suggest improvements for processes and operational efficiency.

⛳️ Requirements

• Exceptional verbal and written communication skills in English.

• Clear and professional U.S. accent (this is a non-negotiable requirement).

• Significant experience in customer service and patient support.

• Capability to handle challenging or upset customers with empathy, professionalism, and patience.

• Strong problem-solving and critical-thinking skills.

• Excellent pattern recognition and the ability to identify trends and inefficiencies.

• High reliability, accountability, and meticulous attention to detail.

• Strong organizational skills with the ability to juggle multiple priorities.

• Quick learner of new systems, workflows, and proprietary software.

• Honest and confident in seeking clarification rather than providing inaccurate information.

• Self-driven with a strong aspiration for long-term growth and collaboration.

• Experience in healthcare, telemedicine, or patient-facing customer service is preferred.

• Familiarity with EHR/EMR platforms is advantageous.

• Preferred knowledge of CRM systems, especially Go High Level (GHL).

• Bilingual skills in Spanish and English are beneficial but not mandatory.

🏝️ Benefits

• Dedicated HR & Contractor Support Team: Access to exceptional support for inquiries, guidance, contract matters, and client communication.

• Premium VPN Access (Optional): A secure VPN license available upon request to enhance privacy and security for client-related tasks.

• HIPAA & Cybersecurity Training + Certification (Provided): Access to internal HIPAA compliance training, cybersecurity modules, and certification to confidently manage PHI for U.S. healthcare clients.

• Top 1% VA Performance Training: Exclusive training on communication, client management, productivity systems, and best practices to help you excel as a VA and improve long-term client retention.

• Client-Approved U.S. Holidays: Contractors can take U.S. holidays off according to client needs and schedule.

• Client-Approved Paid or Unpaid Time Off: Time off may be granted by your client, with paid time off being optional and dependent on client policies.

• Access to Tools & Resources: Templates, workflow guides, productivity tools, and client-specific SOP support to enhance your performance.

• Optional Performance-Based Incentives: Some clients may provide bonuses, incentives, or increased hours based on your performance.