Virtual Medical Call Center Representative

Vintti bridges the staffing gap for US businesses with a unique focus on time zone compatibility. We source top talent from Latin America, offering companies access to professionals who are available during standard US working hours. This alignment eliminates the need for off-hour communications and allows for integrated teamwork, as if all team members were in the same office.

A Virtual Medical Call Center Representative plays a crucial role in patient care by handling inbound and outbound communication in a remote healthcare setting. This position involves managing patient inquiries, scheduling appointments, verifying insurance details, and providing essential information regarding medical services and procedures. The representative ensures a seamless experience by professionally addressing concerns, resolving issues efficiently, and maintaining accurate records within a healthcare database. Their expertise and compassionate approach contribute significantly to improving patient satisfaction and streamlining administrative tasks for medical professionals.

- High school diploma or equivalent; associate degree or higher in a healthcare-related field preferred
- Minimum of 1-2 years of experience in a medical call center or similar healthcare setting
- Proficiency in using electronic health records (EHR) systems and medical scheduling software
- Knowledge of medical terminology and healthcare processes
- Strong communication and interpersonal skills
- Excellent customer service and problem-solving abilities
- Ability to handle confidential information and adhere to HIPAA regulations
- Strong organizational skills and attention to detail
- Ability to multitask and manage time effectively in a fast-paced environment
- Proficiency in basic computer applications and telehealth platforms
- Ability to work independently and as part of a team
- Flexibility to work various shifts, including evenings and weekends, as needed
- Bilingual skills are a plus

- Answer inbound calls from patients, healthcare providers, and insurance companies
- Provide information about medical services, appointment availability, and clinic locations
- Verify patient insurance coverage and eligibility
- Schedule, reschedule, and cancel patient appointments
- Follow up on patient appointments and send reminders
- Triage calls to appropriate medical personnel based on urgency and type of medical need
- Handle patient inquiries and complaints, providing appropriate solutions and alternatives
- Document patient interactions and updates in electronic health records (EHR) systems
- Assist patients with accessing telehealth services and troubleshooting technical issues
- Manage and update patient demographic information
- Process referrals and authorizations for specialist care
- Provide patients with pre-visit instructions and ensure they have necessary forms and documentation
- Coordinate with medical staff to ensure accurate and timely communication of patient information
- Process medication refill requests by contacting pharmacies and healthcare providers
- Maintain patient confidentiality and adhere to HIPAA regulations
- Participate in team meetings and training sessions to stay updated on best practices and protocols
- Review and relay test results and messages from healthcare providers to patients
- Monitor and manage call center queues to ensure efficiency
- Perform quality assurance checks on call logs and patient interactions
- Provide support for other administrative tasks as needed

The ideal candidate for the Virtual Medical Call Center Representative position is a compassionate and empathetic professional with a high school diploma or equivalent, though an associate degree or higher in a healthcare-related field is preferred. With a minimum of 1-2 years of experience in a medical call center or similar healthcare setting, they possess a strong understanding of medical terminology and healthcare processes. They are highly proficient in using electronic health records (EHR) systems, medical scheduling software, and basic computer applications, including telehealth platforms. Their excellent communication and interpersonal skills enable them to convey information clearly and effectively, while their strong customer service abilities ensure patient inquiries and complaints are handled with utmost care. This candidate demonstrates a proactive problem-solving approach and possesses exceptional organizational skills and attention to detail, allowing them to multitask efficiently in a fast-paced environment. They are tech-savvy, quickly adapt to new systems, and maintain a patient-centric attitude. Additionally, they adhere strictly to HIPAA regulations, maintaining confidentiality and displaying high levels of integrity and professionalism. Their ability to remain calm under pressure, coupled with their respectful demeanor towards diverse populations, ensures they handle sensitive situations with discretion. Flexible and adaptable, they are willing to work various shifts, including evenings and weekends, to meet the needs of the call center. Their goal-oriented nature, combined with a collaborative mindset, allows them to work effectively both independently and as part of a team. Bilingual skills are an added advantage, enhancing their ability to serve a broader patient demographic. Furthermore, their reliable and punctual nature, strong judgment, and willingness to continuously improve make them an invaluable asset to the healthcare team.

- Answer inbound calls from patients, healthcare providers, and insurance companies
- Provide information about medical services, appointment availability, and clinic locations
- Verify patient insurance coverage and eligibility
- Schedule, reschedule, and cancel patient appointments
- Follow up on patient appointments and send reminders
- Triage calls to appropriate medical personnel based on urgency and type of medical need
- Handle patient inquiries and complaints, providing appropriate solutions and alternatives
- Document patient interactions and updates in electronic health records (EHR) systems
- Assist patients with accessing telehealth services and troubleshooting technical issues
- Manage and update patient demographic information
- Process referrals and authorizations for specialist care
- Provide patients with pre-visit instructions and ensure they have necessary forms and documentation
- Coordinate with medical staff to ensure accurate and timely communication of patient information
- Process medication refill requests by contacting pharmacies and healthcare providers
- Maintain patient confidentiality and adhere to HIPAA regulations
- Participate in team meetings and training sessions to stay updated on best practices and protocols
- Review and relay test results and messages from healthcare providers to patients
- Monitor and manage call center queues to ensure efficiency
- Perform quality assurance checks on call logs and patient interactions
- Provide support for other administrative tasks as needed

- Empathetic and patient-centric attitude
- Strong communication skills, both verbal and written
- Detail-oriented with a high level of accuracy
- Ability to stay calm under pressure
- Proactive problem-solving approach
- Flexible and adaptable to changing environments
- Strong organizational and multitasking skills
- Team player with a collaborative mindset
- Tech-savvy with the ability to quickly learn new systems
- Respectful of diverse populations and cultures
- Reliable and punctual
- High level of integrity and professionalism
- Customer-service focused with a positive demeanor
- Ability to handle sensitive situations with discretion
- Strong listening skills and ability to understand and address patient needs
- Goal-oriented and self-motivated
- Good judgment and decision-making skills
- Willingness to continuously improve and develop new skills
- Compassionate and caring nature

- Competitive salary range ($XX,XXX - $XX,XXX)
- Comprehensive health insurance (medical, dental, vision)
- Paid time off (PTO) and holiday pay
- Retirement savings plan with employer match
- Flexible work schedule with potential for remote work
- Ongoing professional development and training opportunities
- Employee assistance program (EAP)
- Career advancement opportunities within the organization
- Performance-based bonuses and incentives
- Disability and life insurance options
- Wellness programs and initiatives
- Tuition reimbursement or educational assistance programs
- Employee discounts on medical services
- Supportive and collaborative work environment
- Recognition and rewards programs