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This is a remote position.
HelpSquad is seeking experienced Virtual Medical Front Desk Representatives to support healthcare clients across a variety of practice types. In this role, you will serve as a remote front-line point of contact for patients, caregivers, and providers — handling inbound and outbound calls, scheduling appointments, managing patient intake, and ensuring every interaction is handled with professionalism and genuine compassion.
This is a voice and digital role requiring comfort with EHR systems, softphone platforms, and the ability to represent a medical practice with the highest standards of care and confidentiality. You will be matched to a specific client account upon hire, and responsibilities may vary slightly by client.
Work Type: Variable Hours — 10 to 40 hrs/week depending on account (Remote, Work from Home)
Location: Philippines (stable internet and quiet workspace required)
Work Hours: Schedules vary by client assignment; standard U.S. business hours apply
Key Responsibilities
Handle inbound calls from patients, caregivers, and referring providers with empathy and professionalism.
Intake new patients, collect demographics, and verify insurance information accurately.
Schedule, confirm, reschedule, and cancel appointments in the EHR system.
Make outbound calls for appointment follow-ups, reminders, and clarification as needed.
Route calls to the appropriate department or clinical staff when outside your scope.
De-escalate upset or anxious callers calmly and effectively.
Document all patient interactions accurately and promptly within the EHR.
Maintain strict HIPAA compliance and patient confidentiality at all times.
Adapt quickly to changes in client workflows, scripts, or policies.
Collaborate with U.S.-based coordination and clinical teams as needed.
Qualifications
Minimum 1 year of experience in a medical call handling role (clinic, hospital, or provider-side preferred).
Experience with at least one EHR platform (e.g., AthenaHealth, Epic, eClinicalWorks, Kareo, or similar).
Excellent English communication skills — clear, professional, and patient-facing.
Strong empathy and patience, especially when working with elderly or vulnerable patient populations.
Demonstrated ability to de-escalate difficult callers and navigate sensitive conversations.
Comfortable with softphone systems and digital communication tools.
Reliable, detail-oriented, and able to manage multiple tasks in a fast-paced environment.
HIPAA Certification required — training and certification will be provided during onboarding if not already held.
Training on client-specific workflows will be provided by the outgoing team and team lead.
Technical & Workspace Requirements
The following are firm requirements and are not subject to exception:
Internet speed: Minimum 50 Mbps upload and download (wired connection strongly preferred).
A verified backup internet connection is required — mobile phone hotspots are not acceptable as backup.
Dedicated wireless dongles or secondary ISP connections are acceptable backup solutions.
Backup power source required (UPS or generator) to maintain connectivity during outages.
Quiet, professional workspace suitable for voice work — free from background noise and interruptions.
Noise-canceling headset required.
Reliable computer with sufficient processing power to run EHR systems and softphone simultaneously.
You must have Windows 11 or the most recent Apple OS / Update
Compensation & Payments
Training & Support
Work Environment
Growth & Experience
Recognition
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HelpSquad
