Answer incoming patient calls throughout the day in a professional and compassionate manner.
Monitor and manage voicemail messages promptly.
Return patient calls when appropriate and ensure all inquiries are addressed.
Follow established protocols for handling patient concerns and requests.
Schedule, reschedule, and confirm patient appointments.
Assist patients with appointment-related questions.
Ensure accurate documentation of scheduling updates within Athena.
Receive and process medication refill requests.
Gather necessary information and route requests according to office protocols.
Coordinate communication between patients and providers regarding refill status.
Categorize and prioritize incoming patient messages.
Escalate urgent concerns to the physician when appropriate.
Route administrative and clinical requests to the correct team member.
Maintain organized records of patient communications and follow-up activities.
Document patient interactions accurately within Athena.
Update patient records and appointment information as needed.
Utilize Athena efficiently to support daily operations and communication workflows.
Maintain organized tracking systems for patient requests and follow-ups.
Generate status updates and reports as requested.
Utilize technology and productivity tools to stay organized and efficient while working remotely.

Previous experience in a medical office, healthcare support, patient coordination, or similar healthcare-related role.
Experience handling medication refill requests (Preferred)
Strong experience using Athena EMR (preferred).
Excellent phone etiquette and communication skills.
Ability to multitask in a fast-paced environment.
Strong organizational and time-management skills.
Comfortable working independently in a remote setting.
Highly detail-oriented and dependable.
Tech-savvy with experience using digital communication and organizational tools.
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)

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 – Patient Communications Coordinator

Key skills