Medical Virtual Assistant – Patient Access & Intake Operations
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Job Description
Medical virtual assistant supporting patient access and intake for Legion Health’s AI-native psychiatry network. Coordinating scheduling, documentation, messaging, and clinical escalations.
Responsibilities:
- Respond quickly to new patient leads and booked patients across phone, messaging, and internal systems
- Welcome patients professionally and explain what to expect before their first appointment
- Explain next steps and resolve blockers involving paperwork, insurance, pharmacy questions, documentation, and onboarding
- Support scheduling, rescheduling, intake completion, paperwork follow-up, and onboarding tasks
- Manage patient access workflows across self-serve signups, referrals, Zocdoc leads, and other inbound sources
- Support ADHD-related patient preparation, including logistics, documentation, ROI steps, and appointment expectations
- Track and escalate refill or prescription coordination needs, prior authorization issues, patient concerns, and clinical questions
- Accurately document patient interactions for teammates and clinicians
- Follow scripts and SOPs while identifying workflow improvements
- Maintain strong response times and consistent follow-through to reduce outreach delays
- Share recurring patient issues and feedback with operations, product, and clinical teams
- Partner closely with clinical teams while remaining in a non-clinical role
- Deliver a high-quality experience for patients and families
Requirements:
- 2+ years of experience in healthcare operations, patient support, pharmacy support, medical administration, telehealth, call center, or similar work
- Exceptional spoken and written English communication
- Comfort with high-volume patient calls and written patient messaging
- Strong patient empathy and healthcare fluency
- Pharmacy, medical, nursing, behavioral health, or other healthcare licensure or formal clinical training outside the United States strongly preferred
- Pharmacy experience, including familiarity with prescriptions, refills, prior authorizations, controlled substance workflows, or medication-related patient questions, especially valuable
- Familiarity with behavioral health, psychiatry, ADHD care, telehealth, insurance, scheduling, referrals, or clinical documentation highly preferred
- Experience supporting U.S.-based patients or U.S. healthcare workflows is a plus
- Ability to use tools such as Slack, Dialpad, Healthie, CRMs, EHRs, or similar platforms
- Reliable high-speed internet connection
- Secure computer suitable for remote work
- Must remain within a non-clinical scope and not provide medical advice, diagnose patients, make treatment decisions, or practice under a medical or pharmacy license
- Ability to work 1:00 PM–9:30 PM Central Time
Benefits:
- Fully remote work setup
- Work on a mission-driven mental health care system
- Work hours aligned to 1:00 PM–9:30 PM Central Time
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