Virtual Medical Receptionist (Cardiology)

About the Role

We are seeking a proactive, articulate Virtual Appointment Verification & Patient Scheduling Coordinator to manage appointment confirmations, schedule updates, and patient recall workflows for our Cardiology practice.

Your primary focus is driving schedule accuracy and patient retention—confirming upcoming visits, recovering lost appointments, and persistently reaching out to overdue, canceled, or no-show patients to get them back on the schedule. Because our patient population skews older, you must possess a warm, patient phone demeanor with clear, easy-to-understand speech. This role may also expand to handle inbound scheduling calls.

Requirements

Key Responsibilities

1. Appointment Verification & Schedule Accuracy

• Review upcoming clinical schedules in Epic to verify appointment statuses.
• Conduct high-volume outbound confirmation calls, identifying reschedules and cancellations early to optimize physician calendars.
• Accurately document all patient communications in Epic and escalate urgent patient or clinical concerns to the care team.

2. Patient Recall & Lost-to-Follow-Up Recovery (Core Priority)

• Proactively identify and track patients who are overdue for cardiology follow-ups, canceled without rescheduling, or missed recent visits (no-shows).
• Execute structured, multi-attempt outbound outreach campaigns to reactivate and reschedule patients.
• Maintain clean follow-up lists in Epic, tracking every patient until their visit is secured or the file is formally closed out.
• Exercise warm persistence without being pushy, ensuring senior patients feel supported rather than rushed.

3. Inbound Patient Calls & Scheduling Support (Future Scope)

• Answer incoming scheduling calls, handle reschedules, answer basic visit logistics, and take clear messages.
• Route clinical questions to the appropriate cardiology staff and follow up on pending patient inquiries.

Communication & Phone Standards (Critical)

• Speech Clarity: Exceptionally clear, well-paced, easy-to-understand voice over the phone—essential for communicating effortlessly with older adult cardiology patients.
• Tone: Professional, empathetic, patient, and confident; capable of sounding warm and natural without relying on rigid scripts.
• Active Listening: Attentive and reassuring phone presence when dealing with anxious or senior callers.

Qualifications & Requirements

• Experience: 2+ years supporting a U.S. medical practice in appointment scheduling, patient recall/reactivation, and outbound confirmation calls.
• System Knowledge: Hands-on EMR/EHR experience and strict adherence to HIPAA guidelines.
• Technical Setup: Dedicated, quiet home office, noise-canceling headset, high-speed internet, and comfort with web-based VOIP phone systems.
• Organization: Self-motivated with strong follow-through to manage large recall lists independently.

Preferred Qualifications

• EMR: Direct, recent experience using Epic.
• Specialty: Background in Cardiology or managing care for older patient demographics.
• Language: Bilingual English/Spanish (Fluent in both languages).
• Call Handling: High-volume outbound calling experience paired with front-office/receptionist background.