Virtual Medical Assistant – Ophthalmology Front Desk, Insurance Support

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

📋 Description

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

• Accurately collect patient information to determine the suitable next steps.

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

• Create 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.

• Monitor outstanding requests to ensure that no patient concerns are overlooked or unresolved.

• Assist both new and existing patients with appointment requests in accordance with the clinic's approved procedures.

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

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

• Utilize approved clinic scripts to send appointment reminder texts through Reach UC.

• Professionally and clearly manage scheduling-related communications.

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

• Clearly communicate with the clinic team via Microsoft Teams regarding breaks, updates, and pending matters.

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

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

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

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

• Assist the clinic in determining the amounts to be collected at the time of the visit.

• Support referral processing and patient scheduling from various 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 capacity.

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

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

• Strong verbal and written communication skills in English.

• A professional, warm, and confident phone presence.

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

• Ability to adhere to protocols diligently and escalate issues as necessary.

• Proven reliability, ownership, and follow-through.

• Capability to work independently in a small clinic setting.

• Availability to work according to the required Eastern Time schedule.

• 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: familiarity with Nextech / Practice Plus.

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

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

• Strongly preferred: knowledge of Medicare and commercial insurance portals like Availity.

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

🏝️ Benefits

• Competitive salary and opportunities for career advancement.

• Comprehensive health benefits package including medical, dental, and vision.

• Supportive work environment fostering professional development.

• Flexible work hours to maintain work-life balance.