Healthcare Virtual Assistant - Front Desk & Patient Communication Support

Job Title: Healthcare Virtual Assistant – Front Desk & Patient Communication Support

Position Type: Full-time

Work Hours: 9:00 AM – 6:00 PM Eastern Daylight Time

Work Days: Monday – Friday

Salary: $5 – $6 per hour (depending on experience)

Job Code: JD-PBIM

Workplace: Remote

Preferred Candidate Location: Philippines

Scope of Work / Responsibilities

We are seeking a professional and reliable Healthcare Virtual Assistant to remotely support front desk operations for a busy medical practice.

This role is focused on patient communication, phone management, scheduling, and front desk administrative support. The VA will function as an extension of the in-office front desk team and help ensure patients receive timely responses and excellent customer service.

The ideal candidate has strong communication skills, healthcare administrative experience, and the ability to manage patient interactions professionally in a fast-paced environment.

Primary Responsibilities

1. Phone Call Handling (Top Priority)

• Answer incoming patient calls professionally and efficiently
• Return missed calls and voicemails promptly
• Ensure minimal to zero missed calls
• Provide excellent patient support and communication

2. Appointment Scheduling

• Schedule and manage patient appointments
• Understand and follow clinic scheduling protocols
• Properly schedule new patients with longer appointment blocks and follow-up visits with shorter appointment blocks for better time management and patient flow.
• Maintain accurate scheduling within the EMR system

3. Patient Communication Management

• Respond to patient emails and text messages
• Handle incoming fax communications (typically received through email)
• Ensure timely communication and follow-up with patients

Additional Responsibilities

• Support remote front desk operations
• Maintain organized patient communication records
• Assist with administrative coordination as needed
• Work collaboratively with in-office front desk staff

Systems & Tools Used

• Optima EMR

Important Role Clarification

This is a cash-based practice, so the VA will NOT handle:

• Insurance verification
• Medical billing
• Claims processing

The primary focus is on:

• Front desk support
• Patient communication
• Scheduling and administrative coordination

Requirements

Experience Requirements

• Previous healthcare or medical office experience preferred
• Prior virtual assistant or front desk experience preferred
• Experience using EMR/EHR systems preferred
• Familiarity with Optima EMR is a plus

Required Skills

Phone & Customer Service Skills

• Strong and professional phone communication
• Friendly and patient-focused demeanor
• Ability to manage high call volumes efficiently

Scheduling & Administrative Skills

• Ability to learn and follow scheduling protocols
• Organized and detail-oriented
• Strong multitasking ability

Healthcare Administrative Knowledge

• Familiarity with healthcare workflows and patient communication
• Comfortable learning practice-specific procedures

Technical Skills

• Comfortable using EMR systems and communication tools
• Ability to quickly learn Optima EMR

Work Style & Reliability

• Reliable and consistently available during work hours
• Able to work independently with minimal supervision
• Focused on providing excellent patient experience and retention

Basic requirements

• Must be proficient in speaking and writing English very clearly
• Must have relevant work experience
• Be able to submit an NBI clearance and/or Local Police Clearance background check before onboarding [mandatory]
• Must be available for video meetings with your camera on (when needed)

Technical requirements

• Device: Reliable laptop or desktop computer.
• Internet: High-speed connection (minimum 10 Mbps).
• Audio: Noise-canceling headset.
• Video: Webcam for virtual meetings.
• Workspace: Quiet, professional environment.

Benefits

• Dedicated HR & Contractor Support Team: Access to world-class support for questions, guidance, contract matters, and client communication.
• Premium VPN Access (Optional): A secure VPN license can be provided upon request to enhance privacy and security for client-related tasks.
• HIPAA & Cybersecurity Training + Certification (Provided): Access to our internal HIPAA compliance training, cybersecurity modules, and certification to help you confidently handle PHI for U.S. healthcare clients.
• Top 1% VA Performance Training: Access to our proprietary training on communication, client management, productivity systems, and best practices to help you become a top-performing VA and increase long-term client retention.
• Client-Approved U.S. Holidays: Contractors may take U.S. holidays off according to the client’s needs and schedule.
• Client-Approved Paid or Unpaid Time Off: Time off may be granted by your client. Paid time off is optional and only if offered by the client.
• Access to Tools & Resources: Templates, workflow guides, productivity tools, and client-specific SOP support to help you perform at your best.
• Optional Performance-Based Incentives: Some clients may offer bonuses, incentives, or increased hours based on your performance.

These are optional resources and client-approved allowances available to you as an independent contractor. Any resources, trainings, or allowances listed are optional contractor perks and not employee benefits.