Virtual Assistant – Patient Calls, Scheduling

Role Overview

• Handle phone overflow when patient care coordinators are busy
• Answer incoming calls using RingCentral VoIP
• Speak clearly, calmly, and slowly to accommodate hearing-impaired patients
• Schedule and reschedule patient appointments using CycleNet (Solen)
• Confirm appointments and assist with patient reactivation outreach
• Triage calls appropriately and relay messages to the front desk team
• Maintain accurate scheduling and call records
• Provide end-of-day reports and updates to the front desk
• Work closely with the in-office team to ensure seamless communication

Requirements

• Medical or healthcare experience: Required (audiology experience is highly preferred)
• Virtual assistant experience: Required, especially in phone-heavy roles
• Medical license: Not required
• Minimal to no accent (this is critical due to hearing-impaired patients)
• Excellent spoken English with clear pronunciation and steady pacing
• Strong phone-handling and customer service skills
• Proven experience with patient scheduling
• Familiarity with CycleNet scheduling software (or similar systems)
• Experience using RingCentral or other VoIP phone systems
• Ability to stay calm and professional in a fast-paced environment
• Must be proficient in speaking and writing English very clearly
• Must have relevant work experience
• Be able to submit an NBI clearance and/or Local Police Clearance background check before onboarding [mandatory]
• Must be available for video meetings with your camera on (when needed)
• Device: Reliable laptop or desktop computer.
• Internet: High-speed connection (minimum 10 Mbps).
• Audio: Noise-canceling headset.
• Video: Webcam for virtual meetings.
• Workspace: Quiet, professional environment.

Tech Stack

• VoIP

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.