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Virtual Medical Assistant – Ophthalmology Front Desk, Insurance Support
GoLean Health. Answer inbound patient calls professionally and return missed calls or voicemails promptly .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in patient communication, appointment scheduling, and insurance verification within a healthcare administrative setting. Proficient in using medical software systems and adhering to triage workflows to ensure efficient patient care.
Highest-signal resume keywords
Patient CommunicationAppointment SchedulingInsurance VerificationNextech / Practice PlusTriage-Based Scheduling
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Patient Information DocumentationInsurance Benefits VerificationAppointment ReschedulingClaim Denial Follow-UpBalance Collection Calls
Soft Skills
Strong Attention to DetailProfessional Phone PresenceAbility to Follow ProtocolsProven ReliabilityIndependent Work Capability
Tools & Technologies
Practice PlusNextechReach UCMicrosoft TeamsMedicare Portals
Industry Keywords
Healthcare AdministrationPatient-Facing RoleOphthalmologyOptometryInsurance Portals
About the role
Key responsibilities & impact- Answer inbound patient calls professionally and return missed calls or voicemails promptly
- Gather accurate patient information and determine the appropriate next action
- Escalate urgent or clinical concerns appropriately without providing medical advice
- Create tasks in Practice Plus / Nextech for refill requests, patient concerns, and administrative follow-ups
- Route messages accurately to the physician, technician, or appropriate team member
- Monitor pending requests to ensure no patient concern is missed or unresolved
- Assist new and established patients with appointment requests using approved triage workflows
- Complete required triage steps before scheduling patients who require physician review
- Schedule and reschedule appointments according to approved instructions and urgency guidance
- Send appointment reminder texts through Reach UC using approved scripts
- Communicate with the clinic team through Microsoft Teams regarding breaks, updates, and pending items
- Submit a daily end-of-day report covering completed tasks, unresolved concerns, and escalations
- Verify insurance eligibility and benefits through Medicare and commercial insurance portals after training
- Review copays, deductibles, coinsurance, and expected patient responsibility
- Support referral processing and scheduling from referral sources
- Follow up on claim denials or billing concerns as assigned
- Conduct professional balance collection calls for overdue patient accounts
Requirements
What you’ll need- At least 1 year of U.S. healthcare administrative experience in a patient-facing role
- Experience handling patient phone calls, appointment scheduling, and voicemail follow-up
- Experience verifying insurance benefits, copays, deductibles, or patient responsibility
- Strong spoken and written English communication skills
- Professional, warm, and confident phone presence
- Strong attention to detail when documenting patient information and requests
- Ability to follow protocols carefully and escalate concerns appropriately
- Proven reliability, ownership, and follow-through
- Ability to work independently in a small clinic environment
- Availability to work the required Eastern Time schedule
- Reliable internet connection, functional computer, clear headset or microphone, and appropriate backup resources
- Experience supporting an ophthalmology, optometry, retina, cataract, glaucoma, or eye care clinic strongly preferred
- Experience using Nextech / Practice Plus strongly preferred
- Experience using Reach UC or a similar medical phone and texting system strongly preferred
- Experience with triage-based scheduling workflows strongly preferred
- Familiarity with Medicare and commercial insurance portals such as Availity strongly preferred
- Experience supporting referrals, claim denials, or patient balance collections strongly preferred
Benefits
Comp & perks- Remote work
- Part-time schedule (30 hours/week)
- Training and potential expansion of responsibilities