GoLean Health

Insurance

• 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 to-do 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 left unresolved
• Assist new and established patients with appointment requests using the clinic’s approved workflow
• Complete required triage steps before scheduling patients who require physician review
• Schedule or reschedule appointments accurately based on approved instructions and urgency guidance
• Send appointment reminder texts through Reach UC using approved clinic scripts
• Handle scheduling-related communication professionally and clearly
• Communicate with the clinic team through Microsoft Teams regarding breaks, updates, and pending items
• Submit a daily end-of-day report summarizing completed tasks, unresolved concerns, and escalations
• Maintain accountability, responsiveness, and schedule adherence throughout the shift
• Verify insurance eligibility and benefits through Medicare and commercial insurance portals after training
• Review copays, deductibles, coinsurance, and expected patient responsibility
• Assist with determining amounts to collect at the time of visit
• Support referral processing and patient scheduling from referral sources
• Follow up on claim denials or billing concerns as assigned
• Conduct professional balance collection calls for overdue patient accounts

Virtual Medical Assistant – Ophthalmology Front Desk, Insurance Support

• 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 to-do 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 or reschedule appointments accurately based on approved instructions and urgency guidance
• Send appointment reminder texts through Reach UC
• 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 patient scheduling from referral sources
• Follow up on claim denials or billing concerns as assigned
• Conduct professional balance collection calls for overdue patient accounts

Virtual Medical Assistant – Ophthalmology, Front Desk & Insurance Support

• 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 while maintaining a confident and courteous phone presence
• Create to-do 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 left unresolved
• Assist new and established patients with appointment requests using the clinic's approved workflow
• Complete required triage steps before scheduling patients who require physician review
• Schedule or reschedule appointments accurately based on approved instructions and urgency guidance
• Send appointment reminder texts using approved clinic scripts through Reach UC
• Handle scheduling-related communication professionally and clearly
• Redirect clinical questions to the appropriate phone or clinical workflow without providing medical advice
• Communicate with the clinic team through Microsoft Teams regarding breaks, updates, and pending items
• Submit a daily end-of-day report summarizing completed tasks, unresolved concerns, and escalations
• Maintain accountability, responsiveness, and schedule adherence throughout the shift
• After training, verify insurance eligibility and benefits through Medicare and commercial insurance portals
• Review copays, deductibles, coinsurance, and expected patient responsibility
• Assist in determining amounts to collect at the time of visit
• Support referral processing and patient scheduling from referral sources
• Follow up on claim denials or billing concerns, as assigned
• Conduct professional balance collection calls for overdue patient accounts

• 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 while maintaining a confident and courteous phone presence
• Create to-do 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 left unresolved
• Assist new and established patients with appointment requests using the clinic's approved workflow
• Complete required triage steps before scheduling patients who require physician review
• Schedule or reschedule appointments accurately based on approved instructions and urgency guidance
• Send appointment reminder texts using approved clinic scripts through Reach UC
• Handle scheduling-related communication professionally and clearly
• Redirect clinical questions to the appropriate phone or clinical workflow without providing medical advice
• Communicate clearly with the clinic team through Microsoft Teams regarding breaks, updates, and pending items
• Submit a daily end-of-day report summarizing completed tasks, unresolved concerns, and escalations
• Maintain consistent accountability, responsiveness, and schedule adherence throughout the shift
• After training, verify insurance eligibility and benefits through Medicare and commercial insurance portals
• Review copays, deductibles, coinsurance, and expected patient responsibility
• Assist the clinic in determining amounts to collect at the time of visit
• Support referral processing and patient scheduling from referral sources
• Follow up on claim denials or billing concerns, as assigned
• Conduct professional balance collection calls for overdue patient accounts

• 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 to-do 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 or reschedule appointments accurately based on instructions and urgency guidance
• Send appointment reminder texts through Reach UC
• Communicate with the clinic team through Microsoft Teams regarding breaks, updates, and pending items
• Submit a daily end-of-day report summarizing 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

Executive Assistant

• Verify patient insurance after check-in, typically around 15 minutes after the scheduled appointment time
• Ensure insurance information is accurate, updated, and properly documented
• Review denied claims, identify denial reasons, and assist with claim reprocessing
• Track claim issues, follow up on missing information, and help prevent repeat errors
• Review and process Explanation of Benefits documents
• Organize, validate, and clear EOB backlogs
• Review outstanding insurance balances and patient account issues
• Track unresolved balances, identify issue sources, and coordinate resolution steps
• Support claims-related workflows, including Cigna and Veterans Affairs claims
• Review, track, and escalate claims when necessary
• Assist with vendor payment coordination, including check payments when needed
• Monitor SOAP note completion, accuracy, and compliance
• Track missing, incomplete, or delayed documentation and communicate concerns
• Track missed appointments, canceled appointments, and scheduling trends
• Identify patterns affecting clinic revenue, patient flow, or provider productivity
• Prepare reports on outstanding balances, missed appointments, canceled appointments, EOB backlog, denied claims, and other operational metrics
• Provide clear insights and practical recommendations in reports when needed
• Coordinate communication among the provider, care team, and administrative staff
• Ensure updates are shared clearly, priorities are followed through, and important tasks are not missed
• Identify workflow gaps, billing concerns, documentation delays, scheduling issues, and patient account problems
• Recommend practical solutions to improve clinic efficiency

Medical Virtual Assistant, MVA

Communications

• Answer high-volume inbound patient calls professionally and promptly
• Respond to patient texts, voicemails, emails, and fax-related messages in a timely and accurate manner
• Schedule new patient appointments and collect complete intake information
• Schedule, confirm, cancel, and reschedule existing patient appointments in MacPractice
• Prioritize new patient inquiries and referral opportunities before routine rescheduling requests
• Conduct follow-up and reactivation outreach for inactive or lapsed patients
• Help convert patient inquiries into booked appointments
• Maintain accurate patient records, scheduling notes, and communication documentation
• Coordinate with in-office staff to keep the provider schedule full and organized
• De-escalate patient concerns related to scheduling, billing confusion, insurance questions, or unexpected frustrations
• Know when to listen, gather details, offer a callback, and avoid overwhelming the patient with unnecessary information
• Support missed-call follow-up workflows and communication improvements inside Weave
• Protect patient privacy and follow HIPAA standards at all times

Virtual Medical Assistant, Patient Care Communications Specialist

• Verify patient insurance after check-in and ensure insurance information is accurate, updated, and documented
• Review denied claims, identify denial reasons, assist with claim reprocessing, and prevent repeat errors
• Review and process Explanation of Benefits documents and clear EOB backlogs
• Resolve outstanding insurance balances and patient account issues
• Support claims workflows, including Cigna and Veterans Affairs claims
• Coordinate vendor payments, including check payments when needed
• Monitor SOAP note completion, accuracy, and compliance
• Track missed and canceled appointments and identify scheduling trends
• Prepare reports on balances, appointments, EOB backlogs, denied claims, and other operational metrics
• Provide clear insights and practical recommendations in reports when needed
• Coordinate communication among the provider, care team, and administrative staff
• Identify workflow gaps, billing concerns, documentation delays, scheduling issues, and patient account problems
• Recommend practical solutions to improve clinic efficiency

• Verify patient insurance after check-in, typically around 15 minutes after the scheduled appointment time
• Ensure insurance information is accurate, updated, and properly documented
• Review denied claims, identify denial reasons, and assist with claim reprocessing
• Track claim issues, follow up on missing information, and help prevent repeat errors
• Review and process Explanation of Benefits documents
• Organize, validate, and clear EOB backlogs
• Review outstanding insurance balances and patient account issues
• Track unresolved balances, identify issues, and coordinate resolution steps
• Support claims-related workflows, including Cigna and Veterans Affairs claims
• Assist with vendor payment coordination, including check payments when needed
• Monitor SOAP note completion, accuracy, and compliance
• Track missing, incomplete, or delayed documentation and communicate concerns
• Track missed appointments, canceled appointments, and scheduling trends
• Prepare reports on outstanding balances, missed and canceled appointments, EOB backlog, denied claims, and other operational metrics
• Provide clear insights and practical recommendations in reports when needed
• Coordinate communication between the provider, care team, and administrative staff
• Identify workflow gaps, billing concerns, documentation delays, scheduling issues, and patient account problems
• Recommend practical solutions to improve clinic efficiency

• Answer high-volume inbound patient calls professionally and promptly
• Respond to patient texts, voicemails, emails, and fax-related messages
• Schedule new patient appointments and collect complete intake information
• Schedule, confirm, cancel, and reschedule existing patient appointments in MacPractice
• Prioritize new patient inquiries and referral opportunities
• Conduct follow-up and reactivation outreach for inactive or lapsed patients
• Convert patient inquiries into booked appointments
• Maintain accurate patient records, scheduling notes, and communication documentation
• Coordinate with in-office staff to keep the provider schedule full and organized
• De-escalate patient concerns related to scheduling, billing confusion, insurance questions, or unexpected frustrations
• Support missed-call follow-up workflows and communication improvements inside Weave
• Protect patient privacy and follow HIPAA standards

Virtual Medical Assistant – Patient Care Communications Specialist

• Answer high-volume inbound patient calls professionally and promptly
• Respond to patient texts, voicemails, emails, and fax-related messages
• Schedule new patient appointments and collect complete intake information
• Schedule, confirm, cancel, and reschedule existing patient appointments in MacPractice
• Prioritize new patient inquiries and referral opportunities
• Conduct follow-up and reactivation outreach for inactive or lapsed patients
• Convert patient inquiries into booked appointments
• Maintain accurate patient records, scheduling notes, and communication documentation
• Coordinate with in-office staff to keep the provider schedule full and organized
• De-escalate patient concerns related to scheduling, billing confusion, insurance questions, or unexpected frustrations
• Support missed-call follow-up workflows and communication improvements inside Weave
• Protect patient privacy and follow HIPAA standards at all times

• Verify patient insurance after check-in and ensure information is accurate, updated, and documented
• Review denied claims, identify denial reasons, assist with reprocessing, and track follow-ups
• Review and process Explanation of Benefits documents and clear EOB backlogs
• Resolve outstanding insurance balances and patient account issues
• Support Cigna and Veterans Affairs claims workflows
• Coordinate vendor payments, including check payments when needed
• Monitor SOAP note completion, accuracy, and compliance
• Track missed and canceled appointments and identify scheduling trends
• Prepare reports on balances, appointments, EOB backlogs, denied claims, and operational metrics
• Coordinate communication between the provider, care team, and administrative staff
• Identify workflow gaps, billing concerns, documentation delays, scheduling issues, and patient account problems
• Recommend practical solutions to improve clinic efficiency

• Answer high-volume inbound patient calls professionally and promptly
• Respond to patient texts, voicemails, emails, and fax-related messages in a timely and accurate manner
• Schedule new patient appointments and collect complete intake information
• Schedule, confirm, cancel, and reschedule existing patient appointments in MacPractice
• Prioritize new patient inquiries and referral opportunities before routine rescheduling requests
• Conduct follow-up and reactivation outreach for inactive or lapsed patients
• Help convert patient inquiries into booked appointments
• Maintain accurate patient records, scheduling notes, and communication documentation
• Coordinate with in-office staff to keep the provider schedule full and organized
• De-escalate patient concerns related to scheduling, billing confusion, insurance questions, or unexpected frustrations
• Listen, gather details, offer callbacks, and avoid overwhelming patients with unnecessary information
• Support missed-call follow-up workflows and communication improvements inside Weave
• Protect patient privacy and follow HIPAA standards at all times

• Verify patient insurance after check-in and ensure information is accurate, updated, and documented
• Review denied claims, identify denial reasons, assist with reprocessing, and follow up on missing information
• Review and process Explanation of Benefits documents and clear EOB backlogs
• Review outstanding insurance balances and patient account issues and coordinate resolution
• Support claims-related workflows, including Cigna and Veterans Affairs claims
• Coordinate vendor payments, including check payments when needed
• Monitor SOAP note completion, accuracy, and compliance
• Track missed and canceled appointments and identify scheduling trends
• Prepare reports on outstanding balances, missed appointments, canceled appointments, EOB backlog, denied claims, and other operational metrics
• Support communication between the provider, care team, and administrative staff
• Identify workflow gaps, billing concerns, documentation delays, scheduling issues, and patient account problems
• Recommend practical solutions to improve clinic efficiency