Dental Virtual Assistant, Appointment Setting, Reactivation, Collections
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Job Description
Dental Virtual Assistant managing patient communication, scheduling, and collections for a dental practice. Focusing on reactivating patients and improving appointment conversion rates.
Responsibilities:
- Conduct patient reactivation calls to re-engage inactive patients and bring them back on the schedule (multi‑touch cadence until marked cold)
- Perform post-visit follow-up calls/ post‑visit outreach to encourage treatment plan acceptance and gather feedback
- Handle collections and aging accounts follow-ups to reduce outstanding balances
- Manage appointment scheduling and send reminders
- Provide professional customer service
- Provide inside sales support (such as collecting payments)
- Support daily administrative and patient coordination tasks
- Manage inbound & outbound communications and patient inquiries
- Perform billing support tasks
- Ensure consistent outreach using structured follow-up cadences
Requirements:
- Strong spoken English with a neutral or North American-sounding accent
- At least 1 year experience in outbound calling, follow-ups, or appointment setting
- At least 1 year experience in patient reactivation and collection
- At least 1 year of relevant experience in a dental or healthcare setting
- Familiarity with Dentrix or similar dental/medical systems
- Experience using phone/VoIP systems such as Mango
- Understanding of HIPAA compliance and data security practices
- Ability to manage patient records and scheduling systems
- Comfortable using CRM, messaging apps (Slack, WhatsApp, etc.), email, and phone systems
- Ability to track tasks, follow structured processes, and meet performance targets
- Strong communication and phone presence
- Patient, persistent, and resilient (especially in outbound calling scenarios)
- Empathetic and customer-service oriented
- Highly organized and disciplined with follow-ups
- Goal-oriented and comfortable with targets (appointments, collections)
- Flexible with evening and weekend work schedules (aligned with MST)
Benefits:
- Dedicated HR & Contractor Support Team: Access to world-class support for questions, guidance, contract matters, and client communication.
- Premium VPN Access (Optional): A secure VPN license can be provided upon request to enhance privacy and security for client-related tasks.
- HIPAA & Cybersecurity Training + Certification (Provided): Access to our internal HIPAA compliance training, cybersecurity modules, and certification to help you confidently handle PHI for U.S. healthcare clients.
- Top 1% VA Performance Training: Access to our proprietary training on communication, client management, productivity systems, and best practices to help you become a top-performing VA and increase long-term client retention.
- Client-Approved U.S. Holidays: Contractors may take U.S. holidays off according to the client’s needs and schedule.
- Client-Approved Paid or Unpaid Time Off: Time off may be granted by your client. Paid time off is optional and only if offered by the client.
- Access to Tools & Resources: Templates, workflow guides, productivity tools, and client-specific SOP support to help you perform at your best.
- Optional Performance-Based Incentives: Some clients may offer bonuses, incentives, or increased hours based on your performance.
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