Virtual Medical Assistant – Ophthalmology Front Desk, Insurance Support

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

📋 Description

• Professionally respond to incoming patient calls and promptly return missed calls or voicemails.

• Collect accurate patient information and decide on the suitable next steps.

• Appropriately escalate urgent or clinical issues without giving medical advice.

• Create tasks in Practice Plus / Nextech for refill requests, patient inquiries, and administrative follow-ups.

• Accurately route messages to the physician, technician, or the relevant team member.

• Monitor pending requests to ensure that no patient concern is overlooked or unresolved.

• Assist both new and existing patients with appointment requests by utilizing approved triage workflows.

• Complete necessary triage steps prior to scheduling patients needing physician review.

• Accurately schedule or reschedule appointments following instructions and urgency guidelines.

• Dispatch appointment reminder texts via Reach UC.

• Communicate with the clinic team through Microsoft Teams regarding breaks, updates, and pending matters.

• Submit a daily end-of-day report summarizing completed tasks, unresolved issues, and escalations.

• Verify insurance eligibility and benefits through Medicare and commercial insurance portals after training.

• Review copays, deductibles, coinsurance, and anticipated patient responsibility.

• Assist with referral processing and scheduling from referral sources.

• Follow up on claim denials or billing issues as assigned.

• Conduct professional balance collection calls for overdue patient accounts.

⛳️ Requirements

• Minimum of 1 year of U.S. healthcare administrative experience in a patient-facing capacity.

• Experience in managing patient phone calls, scheduling appointments, and following up on voicemails.

• Familiarity with verifying insurance benefits, copays, deductibles, or patient responsibilities.

• Strong verbal and written communication skills in English.

• Professional, warm, and confident presence on the phone.

• High attention to detail when documenting patient information and requests.

• Ability to meticulously follow protocols and escalate concerns when necessary.

• Demonstrated reliability, accountability, and commitment to follow-through.

• Capability to work independently within a small clinic setting.

• Availability to work the required schedule in Eastern Time.

• Reliable internet connection, functional computer, clear headset or microphone, and appropriate backup resources.

• Strongly preferred: experience in an ophthalmology, optometry, retina, cataract, glaucoma, or eye care clinic.

• Strongly preferred: experience using Nextech / Practice Plus.

• Strongly preferred: experience with Reach UC or similar medical phone and texting systems.

• Strongly preferred: experience with triage-based scheduling workflows.

• Strongly preferred: familiarity with Medicare and commercial insurance portals such as Availity.

• Strongly preferred: experience in supporting referrals, claim denials, or patient balance collections.

🏝️ Benefits

• Opportunity for remote work.

• Part-time schedule (30 hours per week).

• Monday to Friday work schedule.

• Training provided prior to taking on additional responsibilities.

• Flexible support for breaks, updates, and pending items via Microsoft Teams.