Bilingual Virtual Assistant (English/Spanish) Receptionist

This is a patient-facing support role that directly affects clinic flow, patient experience, and day-to-day operational efficiency. The ideal candidate is organized, dependable, confident on calls, and able to manage scheduling, insurance-related tasks, and administrative follow-through with accuracy.

Top Requirements

* Strong bilingual communication skills in both English and Spanish

* Confident and professional on phone calls

* Strong patient coordination and scheduling ability

* High attention to detail and reliable follow-through

Key Responsibilities

1) Phone Calls and Patient Communication

* Handle a high volume of inbound and outbound phone calls with patients, pharmacies, payer offices, and other healthcare contacts

* Communicate clearly and professionally in both English and Spanish

* Provide appointment reminders, follow-up calls, rescheduling support, and general patient assistance

* Answer routine patient questions and escalate concerns appropriately

* Maintain a calm, patient-friendly tone, especially when dealing with elderly patients or complex situations

2) Appointment Scheduling and Patient Coordination

* Manage new and existing patient scheduling through phone, email, and text

* Maintain provider calendars accurately and help prevent gaps, overlaps, or scheduling errors

* Confirm appointments and manage cancellations, reschedules, and waitlist coordination

* Conduct pre-visit outreach and communicate next steps clearly to patients

* Ensure accurate patient demographics, appointment notes, and call outcomes are documented in the system

3) Insurance Verification and Benefits

* Verify patient eligibility and benefits before appointments

* Confirm copays, deductibles, covered services, and authorization requirements

* Identify insurance issues early and communicate them clearly to patients and internal staff

* Document verification results accurately in the EMR and any internal trackers

* Escalate unresolved payer issues and follow through until completed

4) Referral and Prior Authorization Support

* Process referral-related tasks and ensure required documents are complete

* Initiate and follow up on prior authorization requests as needed

* Track pending items, approvals, denials, and required follow-up actions

* Coordinate with payer offices, provider offices, and internal team members to avoid delays

5) Administrative Support and Documentation

* Maintain accurate, timely, and consistent documentation

* Support daily administrative workflows such as inbox management, task queues, forms, uploads, and follow-up tracking

* Handle patient information in a HIPAA-compliant manner

* Provide status updates proactively and complete assigned tasks with minimal follow-up

Required Qualifications

* Excellent verbal and written communication skills in both English and Spanish

* Previous experience handling phone calls in a patient-facing, customer-facing, or healthcare support role

* Strong confidence speaking with patients over the phone, including appointment coordination and follow-up calls

* Highly organized, detail-oriented, and able to manage multiple tasks accurately

* Able to work independently and communicate updates clearly

* Reliable computer setup, headset, and stable internet connection for remote work

* HIPAA knowledge or experience with HIPAA-compliant workflows

Nice to Have

* Clinical or healthcare background

* Familiarity with EMR/EHR systems

* Experience supporting internal medicine, primary care, or similar outpatient practices

* Have familiarity with California insurance processes, which is preferred but not required.