Front Desk, Patient Communication & Medical Records

Go Lean Health; Cebu City; Remote; PHP 434,000 - 521,000; Part time

Job summary

Go Lean Health is seeking a Virtual Medical Assistant to support a U.S.-based pulmonology practice. The role blends front-desk patient communication with back-office medical records management, requiring high-volume call handling, empathy, and HIPAA-compliant processes.

You will coordinate appointments, process records requests, and collaborate with a remote clinical team across multiple locations, while maintaining accurate EMR documentation and supporting workflow improvements.

Qualifications

• At least 1 year of experience as a Virtual Medical Assistant in US-based healthcare settings.
• Experience handling patient communication, inbound calls, and medical records processing.
• Strong English verbal and written communication, empathetic and patient-centered.
• Familiarity with US healthcare workflows, medical terminology, confidentiality, and HIPAA.

Responsibilities

• Handle high-volume patient calls, answer inquiries, confirm appointments, and route requests to staff.
• Triage calls, emails, and AthenaHealth EMR messages with accurate documentation and timely routing.
• Coordinate with bilingual staff to assist Spanish-speaking patients via live transfers or callbacks.
• Process medical records requests from insurers, providers, and patients within timelines while ensuring HIPAA compliance.
• Support billing team with organizing records and reports, and assist with referrals, verifications, and authorizations as needed.
• Collaborate with clinic supervisors and colleagues to ensure smooth multi-location communication and workflows.
• Provide backup inbound call coverage during peak hours while balancing records and admin tasks.
• Maintain accurate EMR documentation and help develop SOPs for consistent workflows.

Skills

Virtual Medical Assistant

Patient communication

English proficiency

HIPAA knowledge

Multitasking

Remote work experience

Tools

AthenaHealth EMR

Job description

Front Desk, Patient Communication & Medical Records

Remote | Pulmonology | Part-Time | 30 hours per week | $5-6/hour
Schedule: Monday to Friday, U.S. Central Time | Open Positions: 2

Position Overview

We are seeking experienced, detail-oriented Virtual Medical Assistants to support a growing U.S.-based pulmonary specialty practice operating across three clinic locations.

This role combines front-desk patient communication with back-office medical records management. The ideal candidate is comfortable managing high volumes of incoming calls, coordinating patient requests, processing medical records, and working closely with an established clinical team.

You will help streamline daily clinic operations while ensuring patients receive prompt, professional, and compassionate assistance.

Key Responsibilities

1. Patient Communication & Call Management

• Answer high-volume inbound patient calls, address general inquiries, confirm appointments, and direct requests to appropriate clinic personnel.

• Triage incoming calls, emails, and AthenaHealth EMR messages, ensuring accurate documentation and timely routing to designated staff.

• Coordinate with the bilingual Virtual Medical Assistant to assist Spanish-speaking patients through live call transfers or scheduled callbacks.

2. Medical Records & Administrative Support

• Process medical records requests from insurance companies, referring providers, and patients accurately and within required timelines.

• Coordinate with the in-house billing team to organize, track, and complete medical records requests while maintaining HIPAA compliance.

• Assist with other clinical administrative workflows, including referrals, insurance verification, and prior authorizations, as assigned during future workflow expansion.

3. Team Collaboration & Workflow Management

• Collaborate with clinic supervisors, billing personnel, and fellow Virtual Medical Assistants to ensure smooth communication across multiple locations.

• Provide backup inbound call coverage during peak hours while balancing assigned medical records and administrative responsibilities.

• Maintain accurate EMR documentation and contribute to developing standard operating procedures (SOPs) for consistent and efficient workflows.

Minimum Qualifications

• At least 1 year of experience as a Virtual Medical Assistant supporting U.S.-based healthcare practices in similar clinical administrative functions.

• Hands-on experience in patient communication, inbound call handling, medical records processing, or related medical administrative workflows.

• Strong English verbal and written communication skills, with a professional, empathetic, and patient-centered approach.

• Familiarity with U.S. healthcare workflows, medical terminology, patient confidentiality, and HIPAA requirements.

• Ability to multitask, prioritize time-sensitive requests, and work independently in a high-volume remote healthcare environment.

Preferred Qualifications

• Experience using AthenaHealth EMR for patient messaging, clinical documentation, or administrative workflows.

• Previous experience supporting pulmonology practices or other U.S. specialty outpatient clinics.

• Experience coordinating with billing departments, clinic supervisors, and remote healthcare teams.

Technical & Work-From-Home Requirements

• Computer or laptop with at least an Intel Core i5 processor or equivalent/higher.

• Reliable high-speed primary internet connection with a dedicated backup internet source.

• Uninterruptible Power Supply (UPS) or reliable backup power solution.

• Quiet, professional workspace suitable for handling confidential patient information and inbound calls.

Ideal Candidate

We are looking for someone who is dependable, proactive, highly organized, and confident communicating with patients over the phone. You should be comfortable transitioning between live patient calls and back-office administrative responsibilities while maintaining accuracy, professionalism, and a strong commitment to patient service.