Medical Virtual Assistant (Patient Care & Scheduling Coordinator)

About the Role

Virtual Rockstar is seeking a full-time Medical Virtual Assistant to serve as a Patient Care & Scheduling Coordinator for a growing outpatient physical therapy organization. This position is ideal for individuals who excel at building relationships, communicating effectively with patients via phone, and guiding them through their recovery journey. You will act as a key member of the patient services and sales team, responsible for patient scheduling, managing inbound and outbound calls, providing insurance support, coordinating appointments, and driving patient reactivation efforts across multiple clinic locations. The successful candidate will be empathetic, confident on the phone, highly organized, and capable of engaging in personalized conversations beyond scripted interactions.

About Our Client

Our client is a prominent sports medicine and physical therapy provider with multiple locations serving the Bay Area. Their core mission is to empower individuals to return to their favorite activities through exceptional physical therapy and sports medicine services. They are dedicated to delivering an outstanding patient experience at every stage of care, from post-operative rehabilitation to enhancing the performance of active individuals.

Client Culture

• Commitment to delivering exceptional patient experiences
• Emphasis on ownership and accountability
• Fostering continuous learning and development
• Promoting teamwork and collaboration
• Upholding integrity by doing the right thing, even when challenging

Responsibilities

• Handle incoming patient phone calls and inquiries.
• Schedule new patient evaluations and subsequent appointments.
• Manage appointment confirmations, cancellations, and rescheduling.
• Coordinate patient appointments across various clinic sites.
• Maintain precise patient records and appointment details.
• Dispatch appointment reminders and follow-up communications.
• Liaise with front office staff and healthcare providers on scheduling requirements.
• Initiate patient recall and reactivation campaigns.
• Engage patients who have deviated from their treatment plans to encourage re-engagement.
• Follow up with potential patients who have not yet booked appointments.
• Conduct outbound calls to enhance patient retention.
• Cultivate patient rapport through personalized and empathetic communication.
• Support initiatives aimed at patient satisfaction and continuity of care.
• Verify patient insurance coverage and benefits.
• Assist with insurance authorization follow-ups.
• Update patient records with current insurance information.
• Clarify insurance benefits for patients as needed.
• Address patient questions via phone and email.
• Manage voicemail callbacks and other patient communications.
• Ensure accurate documentation in EMR and communication platforms.
• Act as an extension of the patient services team.
• Educate patients on available services and treatment options.
• Guide patients in initiating their care journey.
• Provide a high-touch, professional experience reflecting the practice's service commitment.

Software & Tools

• Weave
• A2C Clinic Controller
• EMR and patient communication platforms

Requirements

• Previous experience in medical scheduling, patient coordination, healthcare customer service, or medical administration is essential.
• Possess excellent verbal and written English communication abilities.
• Demonstrate a strong phone presence, with the capacity to quickly establish rapport.
• Experience managing both inbound and outbound patient calls is required.
• Be comfortable discussing insurance benefits and scheduling options with patients.
• Exhibit strong organizational and multitasking capabilities.
• Ability to think critically and adapt conversations to meet individual patient needs.
• Maintain a high level of attention to detail and accuracy.
• Ensure a reliable internet connection and a professional remote work environment.

Non-Negotiables

• Exceptional English communication skills with a clear, professional speaking voice.
• Capacity to personalize interactions and build genuine relationships with patients.
• Strong critical-thinking skills and the ability to manage patient situations effectively without strict reliance on scripts.
• Demonstrate reliability, accountability, and consistent follow-through.
• Commitment to delivering a premium patient experience in every interaction.

Benefits

• A competitive salary that reflects your experience.
• Opportunities for professional development and career advancement.
• Engage in a dynamic and supportive team setting.
• Contribute meaningfully by helping to build and strengthen families globally.