Remote Medical Assistant

Pediatric Associates Family of Companies; Orlando (FL); Remote; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a dedicated bilingual customer service representative to join their remote team. In this role, you'll be the first point of contact for patients, providing exceptional service and support. You'll handle calls, schedule appointments, and ensure compliance with protocols while maintaining a high standard of care. This position offers a dynamic work environment with opportunities for growth and development. If you're passionate about helping others and thrive in a fast-paced setting, this is the perfect opportunity for you to make a difference.

Qualifications

• Minimum one year in a call center with customer service experience required.
• Familiarity with XPM and CRM preferred.

Responsibilities

• Answer incoming calls and provide outstanding customer service.
• Register new patients and verify insurance coverage.

Skills

Bilingual Spanish Speaking

Customer Service

Communication Skills

Data Entry

HIPAA Compliance

Education

High School Diploma or Equivalent

Tools

XPM

CRM

Microsoft Office

Job description

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Required

Scheduled:

Remote Opportunity

Bilingual Spanish Speaking - Required

Scheduled:

• Monday: 7:00 AM - 4:00 PM EST
• Tuesday: 4:00 PM - 1:00 AM EST
• Wednesday: 4:00 PM - 1:00 AM EST
• Thursday: Off
• Friday: Off
• Saturday: 8:00 AM - 5:00 PM EST
• Sunday: 12:00 PM - 9:00 PM EST

Primary Function

Answer incoming calls from patients to provide outstanding customer service, supporting our mission, goals, and values.

Essential Duties and Responsibilities

• Answer calls professionally and friendly, following scripts based on call type.
• Register new patients and gather pertinent information for the XPM system.
• Verify insurance coverage and details.
• Schedule patient appointments and identify future visits.
• Document accurately in all systems (XPM, CRM, EHR).
• Record questions/messages for clinicians using communication protocols.
• Maintain customer databases and ensure HIPAA compliance.
• Collect necessary information for physician follow-up and referrals.
• Provide product and service information, respond to inquiries, and research as needed.
• Handle complaints and support issues, meeting performance standards.
• Attend training and meetings for protocol updates.

Additional functions for Clinical Agents

• Provide medical guidance via telephone, using protocols and clinical judgment.
• Document medical advice given over calls.
• Schedule appointments based on clinical priorities.
• Answer calls and questions from clinical staff, triaging high-acuity patients as needed.

Qualifications

Education: High School diploma or equivalent.

Experience: Minimum one year in a call center, familiarity with XPM and CRM preferred, experience with call routing systems, customer service experience required.

Licensure/Certification: For clinical roles, at least one of the following: MA diploma/certificate, LPN, or RN.

Knowledge, Skills, and Abilities

• Knowledge of XPM/EHR, call routing systems.
• Strong communication skills, team-oriented, detail-focused.
• Proficient in Microsoft Office, Internet, Email, PowerPoint.

Work Conditions

• Patient-facing, remote or in-office as scheduled.
• High call volume environment, requires multitasking, clear communication, data entry.
• Sitting for extended periods.