Medical Virtual Assistant - Patient Communication & Reactivation

Medical Virtual Assistant – Patient Communication & Reactivation

Job Code: T-APSM

Position Type: Part-Time

Work Schedule: Monday – Friday

Work Hours: 8:00 AM – 10:00 AM EST and 3:00 PM – 5:00 PM EST (Split Shift)

Salary: $5 – $6 per hour

Work Setup: Remote

Preferred Location: Philippines or Latin America

About Our Client

The client  is a sports therapy clinic focused on helping athletes recover, strengthen, and improve their physical performance. We are looking for a Patient Communication & Reactivation Specialist to support daily patient engagement, scheduling, and reactivation efforts.

This role is best suited for someone with medical or clinical experience who can communicate professionally and represent the clinic with consistency and care.

Scope of Work & Responsibilities

1. Call Handling & Callback Management (Primary Priority)

• Manage missed calls during peak hours (8:00 AM – 12:00 PM EST)
• Return callbacks promptly to prevent lost opportunities
• Handle inbound inquiries with professionalism and confidence
• Clearly explain services, pricing, handle insurance related inquiries and mode of payment.
  
  

2. Patient Outreach & Reactivation

• Reach out to inactive patients using Weave
• Send structured outbound campaigns (approx. 50 messages per hour using templates)
• Follow up consistently to encourage appointment bookings
  

3. Text & Patient Communication Management

• Manage multiple daily text conversations (15+ threads)
• Respond clearly, promptly, and professionally
• Maintain organized documentation of communications
  
  

4. Appointment Scheduling

• Schedule and confirm new and follow-up appointments
• Send reminders
• Keep appointment details accurate within the EMR
  
  

5. Patient Records & Documentation

• Maintain accurate patient information
• Record notes and interactions in PT Everywhere and designated documents
  
  

6. Insurance & Administrative Support

• Assist with insurance verification and basic claims-related tasks
• Support general medical administrative duties
• Help ensure smooth communication between patients and the clinic
• Possibly provide light support for social media tasks when needed (not a primary responsibility)

Tools Used

• PT Everywhere (EMR system)
• Weave (communication platform)

The clinic communicates primarily through designated messaging platforms. Camera use in virtual meetings is only required when necessary.

• Medical/Clinical Experience (Required): Minimum of more than 1 year of experience supporting a medical, therapy, sports medicine, or healthcare practice (remote or onsite).
• Healthcare Knowledge: Strong understanding of healthcare terminology, patient scheduling workflows, insurance processes, and cash-based care models.
• Clinical-Standard Communication: Communicates in a professional, composed, and empathetic manner aligned with healthcare environments.
• EMR & Software Proficiency: Hands-on experience with PT Everywhere is a plus; proficiency with Weave is a plus.
• Patient-Facing Communication: Confident in explaining services, pricing, and insurance details while addressing patient concerns clearly and professionally.
• Professional Demeanor & Empathy: Demonstrates maturity, consistency, and the ability to handle sensitive patient interactions calmly and respectfully.

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.

• 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.