Serve as the primary point of contact for patients, delivering exceptional customer service and support.
Answer inbound patient calls and provide exceptional customer service.
Assist patients with inquiries regarding medications, prescriptions, and storage requirements.
Handle and de-escalate frustrated or upset patient concerns professionally.
Ensure a positive, empathetic, and solution-oriented patient experience.
Verify daily that all provider consultations have been completed.
Follow up on incomplete consultations and escalate issues requiring attention.
Manage appointment scheduling and calendar coordination.
Organize and manage email inboxes and correspondence.
Perform accurate data entry and record maintenance.
Maintain documentation and ensure operational processes are completed on time.
Support workflow management and task tracking.
Provide executive assistant support including scheduling, organization, and administrative coordination.
Assist with CRM and Go High Level (GHL)-related administrative tasks.
Follow up with marketing-generated leads when needed.
Assist with special projects and day-to-day operational needs.
Identify opportunities to improve processes and operational efficiency.

Excellent verbal and written English communication skills.
Clear, professional U.S. accent (non-negotiable requirement).
Strong customer service and patient support experience.
Ability to handle difficult or upset customers with empathy, professionalism, and patience.
Strong problem-solving and critical-thinking abilities.
Excellent pattern recognition and ability to identify trends and inefficiencies.
High level of reliability, accountability, and attention to detail.
Strong organizational skills and ability to manage multiple priorities.
Ability to learn new systems, workflows, and proprietary software quickly.
Honest and confident enough to seek clarification rather than provide inaccurate information.
Self-motivated with a strong desire for long-term growth and partnership.
Healthcare, telemedicine, or patient-facing customer service experience preferred.
Experience with EHR/EMR platforms is a plus.
Familiarity with CRM systems, particularly Go High Level (GHL), is preferred.
Spanish-English bilingual skills are a plus but not required.

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.

Medical Virtual Assistant, Customer Service, Patient Support

Key skills