Virtual Assistant – Patient Care & Scheduling Coordinator 

Position Summary

The Virtual Assistant – Patient Care & Scheduling Coordinator will serve as the first point of contact for patients. This role is responsible for answering calls, triaging inquiries, scheduling appointments across two EMR systems, verifying insurance eligibility, coordinating house call requests, assisting with basic marketing support, and supporting overall front-end patient operations.

 

Primary Responsibilities

 

Patient Communication

• Answer incoming calls and return voicemails in a professional and patient-centered manner
• Respond to general patient inquiries regarding services, hours, and visit types
• Provide directions to clinic locations and assist with logistical questions
• Route urgent or clinical concerns to the provider appropriately

 

 

Scheduling & Workflow Coordination

• Schedule appointments across two separate EMR systems (insurance-based and cash-pay)
• Determine appropriate scheduling pathway (insurance vs. cash-pay)
• Manage new patient consultations, follow-ups, and procedure visits
• Assist with rescheduling, cancellations, and waitlist management
• Optimize provider schedule utilization and fill gaps when available

 

 

Insurance Eligibility & Intake

 

• Verify insurance eligibility and basic benefits prior to appointments
• Collect complete insurance and demographic information
• Identify referral or authorization needs when applicable
• Document eligibility findings in the appropriate system

 

 

Cash-Pay & Concierge Services

• Explain differences between insurance-based and cash-pay services
• Communicate general pricing structure when appropriate
• Route concierge and elective service inquiries appropriately

 

 

House Call Coordination

 

• Collect patient address and determine service area eligibility
• Facilitate house call inquiries and document details
• Assist with geographic grouping of house call visits
• Coordinate scheduling logistics with provider availability

 

 

Appointment Preparation & Follow-Up

• Send intake forms and appointment instructions
• Perform appointment confirmations and reminder calls/messages
• Handle follow-up scheduling requests
• Document all patient communications in EMR or communication logs

 

 

Referral & Facility Communication

• Communicate with referring offices when needed
• Assist with assisted living or facility scheduling inquiries
• Maintain referral notes and coordination details

 

 

Social Media & Marketing Support

• Schedule pre-approved social media posts across platforms
• Upload content provided by the practice
• Maintain social media posting calendar
• Coordinate posting times with clinic promotions and events
• Respond to basic inquiries by directing patients to call the office (no clinical responses)

 

 

Administrative & Operational Support

• Maintain call logs and scheduling notes
• Assist with workflow organization and process improvement
• Coordinate with providers and virtual team members
• Escalate complex issues appropriately

 

 

Required Skills & Qualifications

• Prior experience in medical scheduling or virtual assistant role preferred
• Experience verifying insurance eligibility and benefits
• Strong phone communication and patient interaction skills
• Ability to manage multiple systems simultaneously
• High attention to detail and organizational skills
• Ability to triage calls and prioritize appropriately
• Comfortable working remotely and independently

 

 

Preferred Experience

• Experience with multiple EMR systems
• Experience working with both insurance and cash-pay medical practices
• Experience coordinating house calls or mobile services
• Basic social media scheduling experience preferred
• Familiarity with podiatry or outpatient specialty care (preferred but not required)

 

 

Core Competencies

• Professional and empathetic communication
• Strong multitasking ability
• Organized and detail-oriented
• Reliable and responsive
• Problem-solving and workflow awareness

 

 

Work Environment

• Remote position
• Full-time schedule aligned with U.S. clinic hours
• Supports both insurance-based and cash-pay practice workflows
• Works closely with providers and virtual team members