We are seeking an intelligent, articulate, and deeply empathetic Virtual Practice Admin Specialist to run the daily administrative operations and patient engagement for our specialized functional medicine practice. We need an independent thinker who can view a schedule like a strategic game of Tetris, master our software systems, and connect with our patients with warmth and respect.
In this pivotal position, you will execute our daily workflow "circle"—handling patient communication via phone calls, emails, and portal messages, navigating Charm EHR, managing lab ordering and uploads, processing payments, and strategically maintaining the calendar. The ideal candidate possesses an accent-neutral, polished phone presence, a strong grasp of functional medicine or naturopathic clinic workflows.
Working Environment & Core Schedule
- Role Title: Virtual Practice Admin Specialist (Functional Medicine)
- Practice Specialty: Functional Medicine / Naturopathic Care
- Status: Full-Time (31 Hours / Week)
- Core Schedule (PST):
- Monday – Thursday: 8:30 AM – 12:30 PM PST & 1:30 PM – 4:30 PM PST (7 hrs/day)
- Friday: 8:30 AM – 12:30 PM PST (4 hrs)
- Off on major holidays and pre-scheduled practice closure dates.
- Core Systems & Software: Charm EHR (Required), Fullscript, MailChimp, Canva, LabCorp/Quest Portals
Top 3 Daily Tasks
- Strategic Calendar & Patient Management: Proactively manage return-visit intervals and appointment lengths according to billing notes. Look 1–2 weeks ahead to align visit timing with lab turnaround schedules so patients remain continuously supported without missing care milestones.
- Patient Communication & "Acknowledge and Steer": Triage incoming phone calls, emails, and portal messages. Deliver warm, personal outreach that acknowledges patient requests while guiding them toward optimal appointment and care options.
- Daily Administrative "Circle" Execution: Review voicemails/messages, collect payments, process lab downloads/uploads, manage Fullscript order signals, and update MailChimp lists.
Core Responsibilities
- Phone & Portal Communication: Answer inbound calls and respond to patient inquiries with an accent-neutral, articulate, and empathetic voice. Handle sensitive conversations regarding scheduling, practice policies, and care plans without sounding transactional.
- Mastery of "Acknowledge and Steer": Connect deeply with patients by validating their concerns or preferences, explaining available scheduling or clinic options clearly, and guiding them to decisions that serve their health journey while maintaining firm practice boundaries.
- Precision Scheduling & Lab Tracking:
- Cross-reference billing/encounter notes to execute exact return-visit intervals (e.g., 6–8 weeks) and visit lengths (e.g., 30 vs. 60 minutes).
- Monitor lab completion timelines (e.g., accounting for 3-week lab turnaround times). Adjust visit lengths or reschedule appointments proactively if labs will not arrive in time, verifying with the provider when needed.
- Daily Administrative Scope
- Triage and clear all voicemails, portal messages, and emails
- Process billing, collect payments, and follow through on task items in billing notes.
- Download, upload, and link laboratory results (Quest, LabCorp, specialty labs) in Charm EHR.
- Monitor Fullscript order notifications as outreach triggers, cross-referencing previous encounter notes to send thoughtful, customized check-in notes.
- Maintain email lists in MailChimp and assist with basic creative or marketing materials in Canva as needed.
- Independent Problem Solving: Evaluate daily variables—such as lab delays, partial lab completion, or split visits—by referencing clinic guides and cross-checking work independently before escalating issues to the provider.
Requirements
- Functional/Naturopathic Medicine Tenure: Minimum 2+ years of direct experience supporting a U.S.-based Functional Medicine or Naturopathic medical practice.
- EHR Proficiency: Direct, hands-on administrative experience navigating Charm EHR (non-negotiable).
- Communication & Accent: Fluent, highly articulate spoken English with a neutral accent that allows patients to communicate comfortably over the phone.
- Autonomous Judgment & Problem-Solving: Ability to evaluate clinical/administrative variables, cross-check details independently, and execute complex schedule adjustments without relying on constant oversight.
- Remote Workspace Setup: Dedicated, private, HIPAA-compliant home office equipped with a reliable computer (PC/Mac), high-speed internet, backup power/internet solutions, and a noise-canceling headset.
Strong Plus Qualifications
- Practice Tool Stack Experience: Prior experience using Fullscript, MailChimp, Canva, and major laboratory portals (LabCorp, Quest Diagnostics).
- Growth Potential: Interest in taking on creative projects, marketing materials, and practice expansion tasks once daily operations are mastered.
Ideal Candidate Profile
You are a warm, sharp, and intuitive practice manager who genuinely cares for patients. You navigate Charm EHR smoothly, handle calendar logistics with foresight, and possess the communication finesse to guide patients thoughtfully through their functional health journey.