Medical Virtual Receptionist – Call Overflow Coordinator

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

📋 Description

• Oversee overflow calls for various medical centers.

• Handle incoming calls for clinics that are experiencing high call volumes.

• Identify the correct clinic and respond accordingly.

• Deliver a professional and compassionate patient experience.

• Triage calls and ascertain the appropriate next steps.

• Schedule, redirect, escalate, or transfer calls as needed.

• Record call notes and update necessary systems.

• Provide information regarding clinic services, appointments, and general inquiries.

• Escalate urgent issues to the appropriate clinic staff.

• Uphold patient confidentiality and adhere to healthcare privacy regulations.

• Engage in cross-training programs that support other administrative roles.

• Verify patient identity prior to discussing appointments, billing, or personal details.

• Refrain from giving unauthorized clinical advice, diagnoses, or treatment recommendations.

• Identify and escalate urgent calls or concerning symptoms following established procedures.

• Record patient interactions and actions in the Practice Management System.

• Ensure that the information provided is accurate and consistent with clinic guidelines.

• Report complaints, potential risks, or suspected privacy breaches.

• Participate in compliance training and quality improvement initiatives.

⛳️ Requirements

• At least 2–3 years of experience in medical reception, healthcare customer service, or virtual receptionist positions.

• Knowledge of medical terminology.

• Preference for experience with Best Practice Software or similar systems.

• Strong telephone etiquette and customer service skills.

• Exceptional verbal and written communication skills.

• Strong organizational and multitasking abilities.

• Capability to maintain composure and professionalism under pressure.

• Quick and precise data entry and typing skills.

• Dependable laptop or desktop with at least one backup device.

• Noise-cancelling headset for interviews and meetings.

• Reliable internet connection with a backup, minimum of 100 Mbps.

• Ability to maintain patient confidentiality and adhere to the Australian Privacy Principles and internal policies.

• Competence in verifying patient identity using approved protocols.

• Ability to identify and appropriately escalate urgent calls or concerning symptoms.

🏝️ Benefits

• Permanent work-from-home arrangement.

• Paid time off.

• Paid Australian holidays.

• Birthday and work anniversary perks.