Virtual Medical Receptionist | Philippines

The Virtual Medical Receptionist is the front-line administrative partner for independent healthcare practices. The role delivers a responsive, personalized patient experience while managing calls, appointment scheduling, patient communications, records, intake support, and other administrative workflows.

Each receptionist may support several practices while maintaining the consistency, familiarity, and ownership expected of a dedicated practice receptionist.

PRIMARY OUTCOME: Ensure patients and practices receive reliable, accurate support with strong call coverage, timely task completion, and appropriate backup when the primary receptionist is unavailable.

Key Responsibilities:

1. Patient & Practice Communication

• Answer inbound patient and practice calls professionally, accurately, and promptly.
• Make outbound calls for scheduling, reminders, follow-up, and approved administrative needs.
• Resolve questions within the receptionist's scope and escalate clinical, sensitive, or complex issues appropriately.
• Build working knowledge of assigned practices, providers, patients, preferences, and service expectations.
• Provide seamless backup coverage and complete clear handoffs when work transfers to another team member.

2. Appointment & Administrative Support

• Schedule, reschedule, and cancel appointments according to provider availability and practice-specific rules.
• Support patient intake, appointment reminders, records and fax workflows, imaging-related follow-up, and basic eligibility-related administration as assigned.
• Monitor assigned work queues, outstanding tasks, and deadlines through completion.
• Route information to the correct provider, practice, or internal team and document actions in the approved system of record.

3. Multi-Practice Ownership

• Support multiple practices while accurately applying each practice's operating hours, provider preferences, and workflow exceptions.
• Prioritize competing requests based on patient need, urgency, deadlines, and service expectations.
• Follow established standard operating procedures together with documented practice-specific exceptions.
• Adapt to changing practice volume and provide later-shift or floater coverage when scheduled.

4. Quality, Privacy & Compliance

• Protect patient confidentiality and follow HIPAA, privacy, information-security, and access-control requirements.
• Use only approved tools and processes when handling protected health information.
• Participate in quality reviews, calibration, coaching, training, and certification activities.
• Immediately report potential patient-safety, privacy, security, system-access, or process-compliance concerns.

Performance Expectations:

• Service : Call answer rate, missed-call reduction, patient experience
• Execution : Schedule adherence, attendance, task completion, backlog control
• Quality : Accuracy, QA score, documentation, escalation and SOP compliance

Peak Support and our Work-from-Home PLUS model

At Peak Support, we are dedicated to providing exceptional service to our clients and an exceptional work environment for our team members.

We don’t do this with ping pong tables or video games. We do it by creating a positive, encouraging and performance-driven culture that enables our team members to build rewarding, long-term careers. We’re proud that our Glassdoor rating of 4.5 is the highest in the Business Process Outsourcing industry.

Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth. Peak Support has been 100% remote since day one, so we have built a culture and a set of processes that support the success of our remote team members.

• 1–3 years of experience in customer service or customer support.
• Excellent spoken and written English communication skills.
• Experience handling inbound and outbound calls with strong professionalism and accuracy.
• Strong attention to detail, documentation, organization, and follow-through.
• Ability to learn multiple systems, manage several priorities, and apply practice-specific exceptions.
• Strong attendance, dependability, schedule adherence, and ability to work independently in a remote environment.
• Ability to receive coaching constructively and handle confidential information with discretion.

Preferred Qualifications:

• Medical receptionist or healthcare BPO experience.
• Experience with an EHR/EMR and patient scheduling.
• Experience supporting U.S. healthcare providers.
• Experience with RingCentral or a comparable telephony platform.
• HIPAA or healthcare privacy training.
• Experience supporting multiple providers, practices, locations, or accounts.