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 accurate patient information and assess the appropriate subsequent actions.

• Appropriately escalate urgent or clinical issues as needed.

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

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

• Monitor pending requests to ensure that no patient concerns go unnoticed or unresolved.

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

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

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

• Dispatch appointment reminder texts via Reach UC.

• Professionally and clearly manage scheduling-related communication.

• Direct clinical inquiries to the appropriate phone line or clinical workflow without offering medical advice.

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

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

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

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

• Review copays, deductibles, coinsurance, and the anticipated patient responsibility.

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

• 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

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

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

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

• Strong verbal and written communication skills in English.

• Professional, warm, and confident phone demeanor.

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

• Ability to carefully adhere to protocols and escalate issues when necessary.

• Demonstrated reliability, ownership, and follow-through.

• Capacity to work independently within a small clinic environment.

• Availability to work the required Eastern Time schedule.

• 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: familiarity with Nextech / Practice Plus.

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

• Strongly preferred: knowledge of triage-based scheduling workflows.

• Strongly preferred: familiarity with Medicare and commercial insurance portals such as 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.

• Monday to Friday work schedule.

• Eastern Time work hours.

• Training provided prior to additional responsibilities.

• Professional experience with workflows related to ophthalmology, optometry, retina, cataract, glaucoma, or eye care.

• Access to clinic systems and tools, including Practice Plus / Nextech, Reach UC, Microsoft Teams, insurance portals, online referral systems, and Time Doctor.