HEALTHCARE VIRTUAL ASSISTANT/PATIENT CARE COOORDINATOR AND MEDICAL BILLER

Call Management and Patient Communication Answer and manage incoming calls in a professional and compassionate manner. Conduct outbound calls for appointment reminders, follow-ups, and patient check-ins. Provide accurate information regarding clinic policies, procedures, and services. Handle patient inquiries and escalate concerns to the appropriate department when necessary.

• Maintain and update electronic health records (EHR/EMR) accurately, securely, and in strict alignment with HIPAA compliance. · Assist with data entry, document organization, and comprehensive record-keeping. • Prepare reports, medical forms, and other administrative documents as needed. • Process, manage, and securely transmit medical records, clinical notes, referrals, and supporting documentation to providers, insurance companies, and requesting facilities via fax, email, or secure portals. Accurately document all interactions, orders, communications, and resolutions in the EMR or internal system. Ensure compliance with HIPAA and organizational policies for data handling and patient privacy. Flag and escalate urgent or unresolved issues to appropriate teams. • Collect and verify patient demographics, insurance details, and medical history. • Conduct follow-ups on pending lab results, referrals, or missed appointments. · Maintain accurate records of patient interactions within the EMR or CRM system.

• Schedule, reschedule, and cancel patient appointments efficiently. • Coordinate availability between patients and healthcare providers. · Send reminders via phone, text, or email to minimize no-shows. • Maintain organized scheduling systems and calendars to ensure smooth daily operations.

Document patient encounters in real-time during virtual or audio-recorded consultations. • Accurately transcribe provider notes, assessments, diagnoses, and treatment plans. • Support providers in maintaining efficient patient flow.

• Verify patient insurance eligibility, benefits, co-pays, deductibles, coinsurance, and coverage limitations prior to appointments and procedures. • Document insurance details accurately within patient profiles and communicate benefit information clearly to patients and providers. · Confirm coverage requirements, referral needs, and authorization status to support seamless scheduling and billing. Post insurance and patient payments accurately using ERA/EOB details while meticulously reconciling balances and identifying discrepancies or underpayments. • Update patient accounts and ensure proper, transparent documentation of adjustments, write-offs, and remaining balances. · Assist with payment reconciliation and account balance reviews to maintain high billing accuracy.

Process and follow up on prior authorization requests for procedures, medications, and treatment plans through insurance portals and payer communication. Verify authorization requirements and ensure timely approvals to avoid delays in patient care.

Review denied claims and prepare comprehensive appeal submissions backed by supporting medical documentation and corrected claim information. Follow up persistently with insurance companies regarding denied or pending claims to support timely reimbursement. Assist in resolving billing discrepancies and managing claim reprocessing requests.

Serve as a trusted point of contact for patients, providing prompt, friendly, and compassionate assistance via phone, email, and chat. · Respond to questions regarding care plans, prescriptions, order status, and general service inquiries. • Guide patients through the company's platform, ensuring they understand how to access care, track orders, and manage their health needs. • Continuously stay informed about product updates, policy changes, and service enhancements to provide well-rounded, knowledgeable support. • Maintain accurate and confidential records of all patient interactions, process account updates, and manage necessary documentation. • Take initiative to go the extra mile in engaging with patients, building trust and loyalty with every interaction.