Healthcare Virtual Assistant | Experienced with GHL

Description

Overview:

Snapscale is looking for a Healthcare Virtual Assistant / US Clinic Coordinator to serve as a Remote Appointment Setter and Patient Intake Specialist. In this role, you will be the first point of contact for new patients and referrals at a growing physical therapy practice. This sales-driven, intake-focused position involves converting inbound opportunities into scheduled evaluations with high attendance, using GoHighLevel (GHL) to manage leads, pipelines, and follow-ups. You will ensure HIPAA compliance, maintain accurate documentation, and communicate professionally at all times.

This is not a typical virtual assistant or front desk role. Success is measured by completed evaluations, and we’re looking for someone organized, coachable, confident on the phone, and motivated by results.

Key Responsibilities:

Lead Management & Conversion

• Respond promptly to inbound leads via phone, text, and email
• Call new leads within minutes whenever possible
• Educate prospective patients on physical therapy and guide conversations toward scheduling evaluations
• Handle objections professionally and follow up persistently
• Offer in-person or virtual screens when appropriate
• Confirm appointments and reduce no-shows

Referral & Intake Management

• Manage physician referrals, personal injury inquiries, and leads from paid ads/Facebook
• Accurately identify and document referral sources, including attorney or adjuster information
• Support scheduling and intake for referred and personal injury patients
• Maintain professional, respectful communication with referral partners

Reactivation & Retention

• Work the lost patient log consistently and reactivate discharged patients
• Outreach to patients who have met deductibles or require follow-up care
• Re-engage high-frequency and referral-friendly patients
• Support seasonal or campaign-based reactivation initiatives

Systems & Documentation

• Schedule patients accurately in Prompt EMR
• Manage leads, pipelines, and follow-ups using GoHighLevel (GHL)
• Communicate via Weave for calls, texts, and voicemail
• Monitor and respond to clinic email inbox
• Document every interaction clearly—if it’s not documented, it’s assumed it didn’t happen
• Maintain clean, up-to-date records at all times

HIPAA & Compliance (Non-Negotiable):

• Strict adherence to HIPAA and clinic privacy policies
• Sign confidentiality and HIPAA agreements and complete required training
• Use only approved systems, logins, and VPN connections
• Never store, share, screenshot, or mishandle patient data
• Subject to monitoring, including screen activity, call audits, VPN logs, and KPI reviews
• Any violation results in immediate termination

Requirements

• Minimum 6 months to 1 year of experience as a healthcare VA, patient intake specialist, or similar U.S. clinic role, including GoHighLevel (GHL) for lead and pipeline management.
• Prior experience using an EMR system (required)
• Experience with GoHighLevel (GHL) strongly required
• Comfortable using Weave or similar phone/text platforms
• Fluent English with a professional phone presence and ability to explain medical concepts clearly
• Strong sales mindset with effective objection-handling skills
• Highly organized, detail-oriented, and able to multitask across multiple systems
• Reliable internet connection and quiet work environment suitable for remote work
• Comfortable documenting interactions in real-time and maintaining accurate records
• Strict adherence to HIPAA compliance and clinic privacy policies
• Coachable, results-driven, and motivated by performance metrics