Virtual Healthcare Customer Service Assistant

Vintti is a dynamic staffing agency bridging the gap between Latin American talent and US-based businesses. We specialize in connecting skilled professionals from Latin America with small and medium-sized businesses, startups, and firms across the United States. Our mission is to provide top-tier staffing solutions that enable US companies to access a diverse pool of talented individuals while offering exciting career opportunities to Latin American professionals. By leveraging our extensive network and deep understanding of both markets, Vintti facilitates mutually beneficial partnerships that drive growth and innovation for our clients and candidates alike.

A Virtual Healthcare Customer Service Assistant plays a vital role in ensuring smooth and efficient patient interactions within the healthcare system. This position involves handling patient inquiries, managing appointments, and providing essential information about medical services via digital communication channels. The assistant serves as a liaison between patients and healthcare providers, ensuring that all queries are addressed promptly and accurately. With a focus on delivering high-quality, empathetic service, the assistant helps to enhance patient satisfaction and streamline administrative processes within the virtual healthcare environment.

- High school diploma or equivalent
- Previous experience in customer service, preferably in a healthcare setting
- Excellent verbal and written communication skills
- Proficient in Microsoft Office Suite and healthcare management software
- Strong organizational and multitasking skills
- Ability to handle sensitive and confidential information with discretion
- Basic understanding of medical terminology and healthcare procedures
- Familiarity with billing processes and insurance verification
- High level of empathy and patience when dealing with patients
- Strong problem-solving skills and ability to handle complaints
- Ability to work independently and as part of a team
- Flexibility to work various shifts, including evenings and weekends
- Knowledge of telemedicine and digital health platforms
- Ability to follow protocols and adhere to healthcare regulations and standards
- Previous experience with data entry and administrative tasks
- Strong attention to detail and accuracy in record-keeping
- Commitment to ongoing training and professional development
- Reliable internet connection and a quiet, dedicated workspace (for remote positions)
- Bilingual or multilingual abilities are a plus

- Respond to patient inquiries via phone, email, and chat in a timely and professional manner
- Schedule, reschedule, and cancel patient appointments
- Provide information about healthcare services and procedures
- Update and maintain accurate patient records within the healthcare management system
- Handle billing inquiries and assist with payment processes
- Assist patients with navigating the online healthcare portal
- Coordinate with healthcare providers to relay patient concerns or questions
- Verify patient insurance coverage and benefits
- Issue reminders for upcoming appointments and follow-up visits
- Address and resolve patient complaints and escalate issues as necessary
- Educate patients on preventive care measures and routine check-ups
- Process prescription refill requests and coordinate with pharmacies
- Facilitate patient access to telemedicine services
- Collect and process patient feedback to improve service quality
- Monitor and manage incoming customer service tickets and requests
- Perform data entry and other administrative tasks as needed
- Participate in ongoing training sessions to stay updated on healthcare policies and procedures
- Follow up with patients post-appointment to ensure satisfaction and address any additional needs

The ideal candidate for the Virtual Healthcare Customer Service Assistant role is a compassionate and patient-focused professional with previous experience in customer service, ideally within a healthcare setting. They possess excellent verbal and written communication skills, enabling them to interact effectively with patients and healthcare providers. Proficiency in Microsoft Office Suite and healthcare management software is crucial, along with a basic understanding of medical terminology and healthcare procedures. This person is highly organized, capable of multitasking, and ensures the accurate maintenance of patient records. They demonstrate empathy and a high level of patience when addressing patient concerns, coupled with strong problem-solving skills to handle complaints efficiently. Familiarity with billing processes and insurance verification is essential, as is a proactive attitude towards resolving issues. The ideal candidate is flexible and adaptable, able to work various shifts, including evenings and weekends, and is comfortable using telemedicine and digital health platforms. They exhibit a strong attention to detail, professional discretion with confidential information, and a commitment to ongoing training and professional development. Additionally, they are dependable, punctual, and thrive in both independent and team-oriented environments. Bilingual or multilingual abilities are a plus, further enhancing their capability to provide exceptional patient service.

- Respond to patient inquiries via phone, email, and chat in a timely and professional manner
- Schedule, reschedule, and cancel patient appointments
- Provide information about healthcare services and procedures
- Update and maintain accurate patient records within the healthcare management system
- Handle billing inquiries and assist with payment processes
- Assist patients with navigating the online healthcare portal
- Coordinate with healthcare providers to relay patient concerns or questions
- Verify patient insurance coverage and benefits
- Issue reminders for upcoming appointments and follow-up visits
- Address and resolve patient complaints and escalate issues as necessary
- Educate patients on preventive care measures and routine check-ups
- Process prescription refill requests and coordinate with pharmacies
- Facilitate patient access to telemedicine services
- Collect and process patient feedback to improve service quality
- Monitor and manage incoming customer service tickets and requests
- Perform data entry and other administrative tasks as needed
- Participate in ongoing training sessions to stay updated on healthcare policies and procedures
- Follow up with patients post-appointment to ensure satisfaction and address any additional needs

- Empathetic and patient demeanor
- Strong interpersonal skills
- Excellent communication and listening abilities
- Attention to detail and accuracy
- High level of professionalism and discretion
- Dependable and punctual
- Ability to multitask and manage time effectively
- Proactive problem solver
- Adaptable to changing environments and protocols
- Positive and supportive attitude
- Tech-savvy with a comfort using digital tools
- Detail-oriented with strong organizational skills
- Ability to work independently with minimal supervision
- Collaborative team player
- Respectful and courteous manner
- Highly motivated and results-driven
- Commitment to providing exceptional patient service
- Eagerness to learn and grow professionally

- Competitive salary range based on experience and qualifications
- Comprehensive health insurance including medical, dental, and vision coverage
- Paid time off (PTO) including vacation, sick leave, and holidays
- Flexible work schedule options including remote work opportunities
- 401(k) retirement plan with company match
- Professional development and ongoing training opportunities
- Tuition reimbursement programs
- Employee wellness programs and resources
- Employee assistance program (EAP) for counseling and support services
- Career advancement opportunities within the company
- Discounts on healthcare services for employee and family
- Life and disability insurance coverage
- Employee recognition and reward programs
- Company-sponsored social events and team-building activities
- Subsidized transportation or commuting benefits
- Ergonomic workstations and high-quality equipment for home office setups