Medical Virtual Assistant (Medical Receptionist / Clinical Support)

Job Title: Medical Virtual Assistant (Medical Receptionist / Clinical Support)

Position Type: Full Time

Work Hours: 8:00 AM – 5:00 PM EDT

Work Days: Monday to Friday

Salary: $5 – $6 per hour

Job Code: S-GAF-3

Workplace: Remote

Preferred Candidate Location: Philippines

About the Role

We are seeking a Medical Virtual Assistant to support a gastroenterology clinic specializing in colonoscopies and diagnostic procedures.

The role involves managing patient communication, coordinating diagnostic documentation, and supporting clinical workflows through the clinic’s EHR system, while working closely with patients, hospitals, pharmacies, and diagnostic centers.

The ideal candidate is empathetic, professional, detail-oriented, and reliable, with the ability to manage multiple tasks in a fast-paced environment. Strong communication and responsiveness are essential.

Candidates must be adaptable to workflow changes, comfortable setting up and using required tools, and must have (or be willing to use) an iPhone for the AllWorx phone system, as it works best on iPhone and is required for handling calls in this role.

Scope of Work / Responsibilities

1. Filling Schedule Holes (Lead Conversion)

• Convert referrals and patient inquiries into scheduled appointments through outbound calls
• Follow up with patients who were referred for consultations or procedures
• Help maintain an efficient clinic schedule by filling open appointment slots

2. Patient Call Handling

• Manage high-volume inbound clinical support calls from patients. Assist patients with questions related to test results, medication updates, prescription concerns, appointment inquiries, and general medical concerns
• Provide professional and empathetic communication, especially when assisting elderly patients
• Document all patient interactions accurately in the patient chart within the EHR system

3. Diagnostic Order Management

• Coordinate diagnostic orders with hospitals, imaging centers, and diagnostic facilities
• Retrieve necessary documentation from the patient chart such as visit notes and orders for tests or procedures. Common requests may include documentation for: iImaging studies, Diagnostic tests, Hospital procedures
• Fax or send documentation to medical facilities as requested

4. Test Result Communication

• Retrieve patient test results from the EHR system
• Communicate results to patients when appropriate
• Document that results were discussed with the patient and close the related task in the chart
• Examples may include colonoscopy results, lab results, and provider instructions following procedures

5. Prescription and Medication Support

• Review medication records when patients call regarding prescriptions
• Confirm whether updated prescriptions were sent to pharmacies
• Contact pharmacies when clarification is needed
• Assist with canceling outdated prescriptions when necessary
• Ensure pharmacies receive the correct medication orders

6. Patient Symptom Call Handling

Speak with patients who call regarding symptoms or medical concerns

• Determine whether the situation requires scheduling an appointment, sending a message to the provider, or escalating urgent concerns
• Document symptoms and communication in the EHR system
• Send messages to providers through the system when appropriate

7. Missed Calls and Voicemail Follow-Up

• Manage voicemail messages converted into text through the clinic’s Clara system
• Review voicemail transcription queues
• Follow up by calling patients back or sending text responses through the system
• Ensure all patient messages receive timely follow-up

Systems and Tools Used

• iPhone
• AllWorx
• PanOptics
• Modernizing Medicine GI (EHR platform)
• Clara AI texting system integrated with the EHR
• Microsoft Teams for communication

Requirements

Preferred Qualifications

• Experience working in a gastroenterology clinic or similar specialty practice
• Background in medical assisting, nursing, or clinical support
• Experience with patient scheduling or clinical call triage
• Proficiency in using iPhone, AllWorx, Modernizing Medicine GI, Clara AI, PanOptics and Microsoft Teams

Experience Requirements

• Atleast 1 year of experience working in healthcare administration, medical office support, or clinical call handling in a remote healthcare support role
• Strong familiarity with medical workflows and patient communication
• Experience using Electronic Health Record (EHR) systems
• Experience handling high call volumes and multitasking in a clinical environment

Skills and Qualifications

• Excellent phone communication skills with a clear and professional speaking voice
• Strong communication skills with consistent responsiveness
• Ability to communicate with empathy and professionalism
• Strong attention to detail when reviewing patient charts and documentation
• Ability to manage multiple tasks efficiently in a fast-paced clinical environment
• Strong organizational and problem-solving skills
• Ability to work independently with minimal supervision
• Ability to follow structured workflows and manage patient scheduling systems
• Comfortable learning and adapting to new tools and workflows
• Bilingual Spanish and English is a plus, but strong English communication is required

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.