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.

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

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

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

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

• Monitor pending 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 who need physician review.

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

• Send appointment reminder texts using Reach UC.

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

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

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

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

• Assist with 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

• Minimum of 1 year of administrative experience in U.S. healthcare in a patient-facing capacity.

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

• Familiarity with 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 when documenting patient information and requests.

• Ability to adhere to protocols and escalate concerns when necessary.

• Demonstrated reliability, accountability, and follow-through.

• Capacity to work independently within a small clinic setting.

• Availability to work the required schedule in Eastern Time.

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

• Experience in supporting an ophthalmology, optometry, retina, cataract, glaucoma, or eye care clinic is highly preferred.

• Familiarity with Nextech / Practice Plus is strongly preferred.

• Experience using Reach UC or a similar medical phone and texting system is strongly preferred.

• Experience with triage-based scheduling workflows is highly preferred.

• Knowledge of Medicare and commercial insurance portals, such as Availity, is preferred.

• Background in managing referrals, claim denials, or patient balance collections is highly preferred.

🏝️ Benefits

• Competitive salary.

• Comprehensive health benefits.

• Opportunities for professional development.

• Supportive work environment.