Virtual Medical Assistant – Ophthalmology Front Desk, Insurance Support

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

📋 Description

• Professionally handle incoming patient calls and promptly return any missed calls or voicemails.

• Collect accurate patient information and identify the appropriate next steps.

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

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

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

• Monitor pending requests to ensure all patient concerns are addressed and resolved.

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

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

• Schedule or reschedule appointments accurately based on established instructions and urgency guidelines.

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

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

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

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

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

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

• Assist in determining amounts to collect during patient visits.

• 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 position.

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

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

• Excellent spoken and written English communication skills.

• A professional, warm, and confident demeanor on the phone.

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

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

• Demonstrated reliability, accountability, and follow-through.

• Capability to work independently in a small clinic environment.

• Availability to work Monday to Friday, from 10:30 AM to 5:00 PM Eastern Time.

• A dependable 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 like Availity.

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

🏝️ Benefits

• Remote work opportunity.

• Part-time schedule of 30 hours per week.