Bilingual Virtual Assistant, Receptionist
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Job Description
Bilingual virtual receptionist supporting a Bogotá internal medicine practice. Handling patient calls, scheduling, insurance verification, referrals, and HIPAA-compliant administrative workflows.
Responsibilities:
- Handle a high volume of inbound and outbound phone calls with patients, pharmacies, payer offices, and other healthcare contacts
- Communicate clearly and professionally in both English and Spanish
- Provide appointment reminders, follow-up calls, rescheduling support, and general patient assistance
- Answer routine patient questions and escalate concerns appropriately
- Manage new and existing patient scheduling through phone, email, and text
- Maintain provider calendars accurately and help prevent gaps, overlaps, or scheduling errors
- Confirm appointments and manage cancellations, reschedules, and waitlist coordination
- Conduct pre-visit outreach and communicate next steps clearly to patients
- Document accurate patient demographics, appointment notes, and call outcomes in the system
- Verify patient eligibility and benefits before appointments
- Confirm copays, deductibles, covered services, and authorization requirements
- Identify insurance issues early and communicate them clearly to patients and internal staff
- Document verification results accurately in the EMR and internal trackers
- Escalate unresolved payer issues and follow through until completed
- Process referral-related tasks and ensure required documents are complete
- Initiate and follow up on prior authorization requests
- Track pending items, approvals, denials, and required follow-up actions
- Coordinate with payer offices, provider offices, and internal team members to avoid delays
- Maintain accurate, timely, and consistent documentation
- Support inbox management, task queues, forms, uploads, and follow-up tracking
- Handle patient information in a HIPAA-compliant manner
- Provide proactive status updates and complete assigned tasks with minimal follow-up
Requirements:
- Strong bilingual communication skills in both English and Spanish
- Confident and professional on phone calls
- Strong patient coordination and scheduling ability
- High attention to detail and reliable follow-through
- Previous experience handling phone calls in a patient-facing, customer-facing, or healthcare support role
- Strong confidence speaking with patients over the phone, including appointment coordination and follow-up calls
- Highly organized, detail-oriented, and able to manage multiple tasks accurately
- Able to work independently and communicate updates clearly
- Reliable computer setup, headset, and stable internet connection for remote work
- HIPAA knowledge or experience with HIPAA-compliant workflows
- Clinical or healthcare background is nice to have
- Familiarity with EMR/EHR systems is nice to have
- Experience supporting internal medicine, primary care, or similar outpatient practices is nice to have
Benefits:
- Remote work
- Part-time schedule
- 40 hours/week
- 6-month performance review
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