Virtual Medical Assistant – Ophthalmology Front Desk, Insurance Support

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

📋 Description

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

• Accurately collect patient information and decide on the appropriate next steps.

• Appropriately escalate urgent or clinical issues while maintaining a confident and courteous demeanor on the phone.

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

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

• Monitor pending requests to ensure no patient issue goes unaddressed or unresolved.

• Assist both new and established patients with appointment requests following the clinic's approved workflow.

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

• Accurately schedule or reschedule appointments based on established instructions and urgency guidelines.

• Send appointment reminder texts using approved clinic scripts via Reach UC.

• Manage scheduling-related communications in a professional and clear manner.

• Redirect clinical inquiries to the appropriate phone or clinical workflow without dispensing medical advice.

• 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.

• Maintain accountability, responsiveness, and adherence to schedule throughout the shift.

• After training, verify insurance eligibility and benefits through Medicare and commercial insurance portals.

• Review copays, deductibles, coinsurance, and expected patient responsibilities.

• Assist in determining the amounts to collect at the time of visit.

• Support referral processing and patient scheduling from referral sources.

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

• Conduct professional balance collection calls for overdue patient accounts.

⛳️ Requirements

• A minimum of 1 year of U.S. healthcare administrative experience in a patient-facing role.

• Experience in managing patient phone calls, appointment scheduling, and voicemail follow-up.

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

• Excellent spoken and written English communication skills.

• A professional, warm, and confident phone presence.

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

• Ability to adhere to protocols meticulously and escalate concerns appropriately.

• Proven reliability, ownership, and follow-through.

• Capability to work independently in a small clinic setting.

• Availability to work the required Eastern Time schedule.

• A reliable internet connection, functional computer, clear headset or microphone, and suitable backup resources.

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

• Strongly preferred: experience using Nextech / Practice Plus.

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

• 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

• Competitive salary and benefits package.

• Opportunities for professional development and growth.

• Supportive team environment.