Medical Virtual Assistant

This is a remote position.

Job Description

Rockstar is hiring a full-time Medical Virtual Assistant on behalf of an outpatient physical therapy practice that treats pelvic health, orthopedic, and manual lymph drainage patients.

This role is stepping in to replace departing front desk support and become the practice's primary point of contact for patients who call, text, or need help outside of what they can do online. The VA will handle inbound patient communication, keep intake paperwork and faxes moving into the EMR, manage the email inbox, and help troubleshoot common tech hiccups patients run into with the practice's online tools. As the VA settles in, this role is expected to grow into insurance verification and pre-authorizations, and eventually possibly billing.

The right person is warm, patient, and genuinely good with people, since many patients are highly educated, have high expectations, and are navigating sensitive topics like pelvic health, pregnancy loss, and chronic pain. They also need to be tech-savvy and quick to pick up new systems, since the practice's EMR is feature-rich and frequently updated. Above all, this person needs to be someone who shows up consistently and follows through independently without needing to be micromanaged.

About the Client

This outpatient physical therapy practice has a family-like culture. Many team members are parents balancing demanding, high-standard work with time for their own families, and they support one another closely. The team is passionate about continued learning and takes pride in delivering exceptional, integrative care.

The practice is known for its experienced, seasoned clinicians and its focus on treating the whole patient, particularly around sensitive areas of care like pelvic health and complex chronic conditions. They want patients to feel genuinely cared for at every touchpoint, including the very first phone call.

Key Responsibilities

Front Desk & Patient Communication

• Answer inbound patient calls and respond to app messages regarding scheduling, cancellations, and appointment changes
  
• Call to confirm new patient evaluations (all other appointments are auto-confirmed by the EMR)
  
• Handle appointment rescheduling and respond to general patient inquiries
  
• Respond to billing and charge-related questions from patients
  
• Proactively monitor the upcoming schedule for new evaluations booked 2-3+ weeks out and reach out to move patients up when earlier openings arise, so patients don't seek care elsewhere
  

Intake & Documentation

• Retrieve faxes and file them into the correct patient chart
  
• Monitor the upcoming schedule to ensure all required intake forms are completed ahead of new evaluations, following up with patients as needed
  
• Call to retrieve credit card information for new patients who didn't complete it during online registration
  
• Maintain accurate patient records
  

Administrative & Tech Support

• Manage and respond to the practice's email inbox daily
  
• Help troubleshoot common technical issues with the patient-facing scheduling and health app tools
  
• Escalate and help coordinate meetings with EMR support when technical issues arise
  
• Stay current on EMR platform updates and new feature training
  
• Help manage and update the patient waitlist as openings arise
  

Insurance & Billing (Phase 2, added in the months ahead)

• Verify patient insurance benefits using the EMR's built-in verification tools
  
• Track and manage pre-authorizations, updating records as therapists request extensions
  
• Look up claims in the EMR and explain charges, rejections, and claim status to patients
  
• Eventually take on a growing role in medical billing
  

Tools & Systems

• Prompt (EMR, documentation, scheduling, billing)
  
• Engage (health app, integrated with Prompt)
  
• OOMA (phone and text)
  

Requirements

• Prior experience in a medical or healthcare administrative setting strongly preferred
  
• Comfortable and confident with technology, able to troubleshoot and learn new systems quickly
  
• Warm, patient, and skilled at communicating with a highly engaged, detail-oriented patient base
  
• Comfortable handling sensitive topics with empathy and discretion
  
• Strong independent judgment, able to make decisions and follow through without needing constant direction
  
• Insurance verification, pre-authorization, or billing experience a plus for future growth in the role
  

Non-Negotiables

• Exceptionally strong people skills and communication
  
• Tech-savvy and quick to learn new tools and troubleshoot issues
  
• Reliable and consistent, this role requires someone who shows up every time
  

Benefits

Competitive salary commensurate with experience.

Opportunities for professional development and growth.

Work in a dynamic and supportive team environment.

Make a meaningful impact by helping to build and strengthen families across the Globe