Handle high-volume inbound and outbound phone calls professionally and efficiently
Conduct patient intake and collect required demographic, medical, and referral information
Verify insurance eligibility and benefits
Route calls, messages, and requests to the appropriate family members, clinicians, or departments
Manage and prioritize urgent communication needs
Coordinate with referral sources, patients, families, and healthcare providers
Document all communications accurately within the EMR system
Assist with hospice admission workflows and intake coordination
Maintain confidentiality and HIPAA compliance at all times
Provide weekend coverage when needed

Previous healthcare, hospice, home health, medical office, or medical virtual assistant experience
Strong communication and customer service skills
Experience handling high-volume inbound and outbound calls
Experience with patient intake and insurance eligibility verification
Ability to remain calm, professional, and compassionate during emotionally sensitive situations
Strong multitasking, organizational, and time-management skills
Reliable internet connection and quiet professional work environment
Detail-oriented, dependable, adaptable, and proactive
Nursing background strongly preferred
Hospice or palliative care experience preferred
Experience using Axxess EMR
Familiarity with Salesforce, Slack, WhatsApp, Skype, and similar communication platforms

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.

Hospice & Palliative Care Medical Virtual Assistant

Key skills