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 any missed calls or voicemails.

• Collect precise patient information and identify the suitable next steps.

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

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

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

• Keep track of pending requests to ensure no patient issue is overlooked or unresolved.

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

• Complete necessary triage procedures before scheduling patients who need physician review.

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

• Dispatch appointment reminder texts via Reach UC.

• Communicate with the clinic team through Microsoft Teams regarding breaks, updates, and outstanding items.

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

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

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

• Assist with collecting visit amounts, processing referrals, addressing claim denials, billing inquiries, and overdue balance collection calls as assigned.

⛳️ Requirements

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

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

• Experience in verifying insurance benefits, copays, deductibles, or patient responsibilities.

• Excellent spoken and written English communication skills.

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

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

• Ability to adhere to protocols diligently and escalate concerns as needed.

• Demonstrated reliability, accountability, and follow-through.

• Capability to work independently in a small clinic setting.

• Availability to work the required schedule in Eastern Time.

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

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

• Strongly preferred: experience with Nextech / Practice Plus.

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

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

• Strongly preferred: knowledge of Medicare and commercial insurance portals, such as Availity.

• Strongly preferred: experience in supporting referrals, addressing claim denials, or collecting patient balances.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• Competitive salary and performance-based incentives.

• Opportunities for professional development and training.

• Supportive work environment with a focus on teamwork.

• Flexible scheduling options to promote work-life balance.