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 missed calls or voicemails.

• Collect accurate patient information and assess the appropriate next 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 relevant team member.

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

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

• Complete necessary triage processes before scheduling patients requiring physician review.

• Schedule and reschedule appointments in accordance with approved guidelines and urgency protocols.

• Dispatch appointment reminder texts via Reach UC using authorized scripts.

• Communicate with the clinic team through Microsoft Teams regarding breaks, updates, and pending matters.

• 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 responsibility.

• Assist in processing referrals and 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 role.

• Experience 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 English communication skills.

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

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

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

• Demonstrated reliability, ownership, and follow-through.

• Capability to work independently in a small clinic setting.

• Availability to work the required schedule in Eastern Time.

• Reliable internet connection, functional computer, clear headset or microphone, and adequate 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 highly preferred.

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

• Familiarity with Medicare and commercial insurance portals such as Availity is strongly preferred.

• Experience supporting referrals, claim denials, or patient balance collections is strongly preferred.

🏝️ Benefits

• Remote work opportunity.

• Part-time schedule (30 hours/week).

• Training and potential for expanded responsibilities.