We are seeking an exceptionally articulate, tech-savvy, and proactive Virtual Front Desk & Practice Operations Specialist with elite English communication skills to serve as a high-level Virtual Assistant and Client Account Specialist. In this dynamic, hybrid role, you will split your time between direct patient engagement (50% call, scheduling, and texting volume) and practice operations support (account management for partner practices, founder assistance, and AI workflow refinement).
The ideal candidate is naturally smart, highly adaptable, and comfortable jumping between phone calls on RingCentral / Quo, managing patient tickets in a centralized Work Hub, navigating Nextech EHR, and managing administrative follow-ups (faxes, prior authorizations, medical records). Perfect, polished, and accent-neutral English is mandatory, while specific EMR experience is secondary to sheer technical agility and quick-learning capability.
Working Environment & Core Schedule
- Role Title: Virtual Front Desk & Practice Operations Specialist
- Status: Full-Time (40 Hours / Week)
- Schedule: Standard U.S. Practice Hours (Monday – Friday)
- Core Systems: Nextech EHR, RingCentral / Quo, Centralized Work Hub Ticket Queue, Google Workspace / Microsoft 365
- Role Breakdown: 50% Front Desk / Patient Communication & Administrative Support | 30% Practice Account Management | 20% Founder Executive Support
Top 3 Daily Tasks
- High-Touch Patient Engagement (Calls, Scheduling & Texting): Handle incoming/missed calls, book and reschedule appointments, perform text outreach, and manage delicate or escalated patient conversations with warmth and poise.
- Work Hub Queue Execution: Manage and resolve assigned tickets daily—processing fax requests, submitting prior authorizations, tracking medical records, and routing clinical items to practices.
- Account Management & Process Optimization: Conduct weekly call report reviews for partner practices, train/update AI knowledge bases ("Teach Teri"), write step-by-step SOPs, and assist practice leadership with calendar and administrative support.
Core Responsibilities
Patient Communication & Front Desk Operations (~50%)
- Execute daily outbound and inbound calls via RingCentral/Quo to return missed calls, confirm appointments, follow up on no-shows, and deliver practice messages.
- Book, reschedule, and optimize provider calendars within Nextech EHR or digital scheduling platforms.
- Manage prescription refill requests, insurance eligibility checks, and form follow-ups, routing all clinical inquiries directly to practice staff.
- Handle complex call scenarios, including de-escalating upset callers or answering tricky questions that require human intervention.
- Conduct administrative workflows: fax and email providers/pharmacies, submit prior authorizations, and request, track, and attach medical records to patient charts.
Account Management & Practice Onboarding (~30%)
- Serve as the primary operational contact for partner clinics—managing onboarding, conducting regular check-ins, and reviewing call quality metrics.
- Review weekly call reports to spot trends, missed opportunities, or unaddressed patient inquiries.
- Update practice knowledge bases ("Teach Teri") by gathering accurate responses from clinic staff to continuously improve automated systems.
- Synthesize practice reports and marketing data into concise, actionable summaries for clinic leadership.
Executive Support & Workflow Improvement (~20%)
- Support company leadership with calendar scheduling, inbox follow-ups, meeting notes, vendor coordination, and special research projects.
- Log manual tasks meticulously, tracking task durations and requirements to draft clear, step-by-step SOP guides.
- Report platform bugs and usability feedback to the product development team and test new features prior to live clinic rollouts.
Requirements
- Elite English Communication: Native-level, flawless spoken and written English skills with a calm, warm, and highly professional tone over the phone and in writing.
- U.S. Healthcare Background: 2+ years of direct experience supporting a U.S. medical practice (Front Desk, Patient Coordinator, Medical Assistant, Referral Coordinator, or Practice Manager).
- Administrative Competency: Demonstrated experience handling core office workflows: scheduling, referrals, prior authorizations, medical records requests, insurance checks, and digital faxing.
- Tech Smart & Adaptable: Exceptional digital literacy; able to pick up new software, EMRs, and AI tools rapidly without needing extensive technical hand-holding.
- HIPAA Compliance: Comprehensive understanding of Protected Health Information (PHI) and strict adherence to HIPAA privacy protocols.
- Remote Workspace: Private, quiet, HIPAA-compliant home office equipped with a high-performance computer (PC/Mac), high-speed internet, backup power/internet solutions, and a noise-canceling headset.
Preferred / Nice-to-Have Qualifications
- Experience with specialized EMR/PM systems such as Nextech, Athenahealth, eClinicalWorks, or ModMed.
- Experience in Ophthalmology or other surgical/medical specialties.
- Experience in account management, customer success, or as an Executive Assistant / Chief of Staff at a growing healthcare company.