Medical Virtual Assistant - Patient Communications Coordinator

Job Title: Medical Virtual Assistant - Patient Communications Coordinator

Position Type: Full-time

Work Hours: 8:00 AM – 5:00 PM (Mountain Time Zone)

Work Days: Monday – Friday

Salary: $5 – $6 per hour

Job Code: J-UEA-2

Workplace: Remote

Preferred Candidate Location: Philippines

About the Client

A premier destination for comprehensive endocrine care, serving patients across Salt Lake City, American Fork, and South Ogden, Utah. The practice focuses on delivering high-quality patient care while maintaining efficient front desk and administrative operations.

Scope of Work / Responsibilities

We are seeking a highly organized, professional, and tech-savvy Medical Patient Communications Coordinator to support a busy medical practice. The ideal candidate will serve as the primary point of contact for patients, managing inbound communications, coordinating follow-up actions, and ensuring patients receive timely assistance.

Experience with Athena EMR is strongly preferred. 

Key Responsibilities

Patient Communication & Call Management

• Answer incoming patient calls throughout the day in a professional and compassionate manner.
• Monitor and manage voicemail messages promptly.
• Return patient calls when appropriate and ensure all inquiries are addressed.
• Follow established protocols for handling patient concerns and requests.

Appointment Support

• Schedule, reschedule, and confirm patient appointments.
• Assist patients with appointment-related questions.
• Ensure accurate documentation of scheduling updates within Athena.

Medication Refill Coordination

• Receive and process medication refill requests.
• Gather necessary information and route requests according to office protocols.
• Coordinate communication between patients and providers regarding refill status.

Message Triage & Care Coordination

• Categorize and prioritize incoming patient messages.
• Escalate urgent concerns to the physician when appropriate.
• Route administrative and clinical requests to the correct team member.
• Maintain organized records of patient communications and follow-up activities.

Athena EMR Management

• Document patient interactions accurately within Athena.
• Update patient records and appointment information as needed.
• Utilize Athena efficiently to support daily operations and communication workflows.

Administrative & Organizational Support

• Maintain organized tracking systems for patient requests and follow-ups.
• Generate status updates and reports as requested.
• Utilize technology and productivity tools to stay organized and efficient while working remotely.

• Previous experience in a medical office, healthcare support, patient coordination, or similar healthcare-related role.
• Experience handling medication refill requests (Preferred)
• Strong experience using Athena EMR (preferred).
• Excellent phone etiquette and communication skills.
• Ability to multitask in a fast-paced environment.
• Strong organizational and time-management skills.
• Comfortable working independently in a remote setting.
• Highly detail-oriented and dependable.
• Tech-savvy with experience using digital communication and organizational tools.

Preferred Attributes

• Understanding of medical office workflows and patient care coordination.
• Ability to remain calm, professional, and empathetic when interacting with patients.
• Strong problem-solving and critical-thinking skills.
  

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 25 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.