Medical Virtual Assistant – Patient Access & Intake Operations

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

📋 Description

• Respond promptly to inquiries from new and existing patients via phone, messaging, and internal systems.

• Greet patients in a professional manner and outline what they can expect during their initial appointment.

• Clarify next steps and address any issues related to paperwork, insurance, pharmacy inquiries, documentation, and onboarding.

• Assist with scheduling, rescheduling, completing intake forms, following up on paperwork, and onboarding tasks.

• Oversee patient access workflows that include self-service signups, referrals, Zocdoc leads, and various inbound sources.

• Aid in the preparation of patients with ADHD, covering logistics, documentation, ROI steps, and appointment expectations.

• Monitor and elevate needs for refill or prescription coordination, prior authorization challenges, patient concerns, and clinical inquiries.

• Document patient interactions accurately for the benefit of teammates and clinicians.

• Adhere to scripts and standard operating procedures while pinpointing areas for workflow enhancement.

• Maintain excellent response times and consistent follow-up to minimize delays in outreach.

• Relay recurring patient issues and feedback to operations, product, and clinical teams.

• Collaborate closely with clinical teams while remaining in a non-clinical capacity.

• Provide an exceptional experience for patients and their families.

⛳️ Requirements

• Minimum of 2 years' experience in healthcare operations, patient support, pharmacy support, medical administration, telehealth, call center, or a related field.

• Outstanding verbal and written communication skills in English.

• Comfortable handling high volumes of patient calls and written communications.

• Demonstrated empathy for patients and a solid understanding of healthcare.

• Preferred: Pharmacy, medical, nursing, behavioral health, or other healthcare licensure or formal clinical training outside the United States.

• Valuable experience in pharmacy, including knowledge of prescriptions, refills, prior authorizations, controlled substance workflows, or medication-related patient inquiries.

• Highly preferred familiarity with behavioral health, psychiatry, ADHD care, telehealth, insurance processes, scheduling, referrals, or clinical documentation.

• Experience supporting patients based in the U.S. or familiarity with U.S. healthcare workflows is advantageous.

• Proficient in using tools such as Slack, Dialpad, Healthie, CRMs, EHRs, or similar platforms.

• Reliable high-speed internet connection required.

• Must have a secure computer appropriate for remote work.

• Must operate within a non-clinical scope and refrain from providing medical advice, diagnosing patients, making treatment decisions, or practicing under a medical or pharmacy license.

• Availability to work from 1:00 PM to 9:30 PM Central Time.

🏝️ Benefits

• Fully remote work environment.

• Opportunity to contribute to a mission-driven mental health care system.

• Work hours aligned with 1:00 PM to 9:30 PM Central Time.