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 any missed calls or voicemails.

• Collect precise patient information to determine the appropriate next steps.

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

• Create task entries in Practice Plus / Nextech for refill requests, patient issues, and administrative follow-ups.

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

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

• Assist both new and established patients with appointment requests following approved triage workflows.

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

• Schedule or reschedule appointments accurately, adhering to approved instructions and urgency guidelines.

• Send appointment reminder texts using Reach UC.

• Communicate with the clinic team via Microsoft Teams regarding breaks, updates, and pending items.

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

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

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

• Assist in determining amounts to collect during patient visits.

• Support the processing of referrals and patient scheduling from referral sources.

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

• Conduct professional collection calls for overdue patient accounts.

⛳️ Requirements

• Minimum of 1 year of administrative experience in U.S. healthcare within 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 communication skills in English.

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

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

• Capability to follow protocols meticulously and escalate concerns as needed.

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

• Ability to work independently within a small clinic environment.

• Availability to adhere to the required Eastern Time schedule.

• Requires a reliable internet connection, functional computer, clear headset or microphone, and appropriate backup resources.

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

• Strongly preferred: experience with 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 like Availity.

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

🏝️ Benefits

• Part-time schedule of 30 hours per week.

• Remote work arrangement.

• Monday to Friday work schedule.

• Eastern Time working hours.

• Training will be provided prior to additional responsibilities.

• Opportunity to contribute to a growing solo ophthalmology practice.