The posting
We are seeking an articulate, highly organized, and dependable Virtual Front Desk & Patient Communications Coordinator to join our team in supporting a high-volume U.S. medical practice. In this front-line remote role, your primary focus will be managing inbound and outbound patient communications, coordinating provider schedules, and maintaining clean patient records. As a secondary responsibility, you will assist with verifying insurance eligibility and processing prior authorizations through payer portals.
Because this position requires extensive daily interaction with U.S. patients, medical staff, and insurance representatives over the phone, hands-on proficiency with AthenaOne EHR and exceptional, accent-neutral verbal English communication are absolute, non-negotiable requirements. You must be comfortable managing high call volumes via RingCentral, operating independently under standard practice protocols, and handling confidential patient records in full compliance with HIPAA regulations.
Working Environment & Core Schedule
- Role Title: Virtual Front Desk & Patient Communications Coordinator
- Status: Full-Time (40 Hours / Week)
- Schedule: Monday – Friday, Standard U.S. Business Hours (e.g., 8:00 AM – 5:00 PM EST / CST / PST)
- Core Technology Stack: AthenaOne EHR, RingCentral (VoIP & Messaging), Insurance Payer Portals, Secure Practice Email
- Primary Scope: Inbound/Outbound Phone Triage, Patient Scheduling, Front Desk Records Management, Secondary Insurance Eligibility & Prior Authorization Support
Top 3 Daily Tasks
- Inbound/Outbound Call Management: Answer high-volume patient calls and voicemails via RingCentral, address routine inquiries, route clinical concerns to medical staff, and document phone interactions in AthenaOne.
- Patient Scheduling & Calendar Coordination: Book, reschedule, and confirm consultations and follow-up visits, follow up on no-shows/cancellations, and optimize provider schedules in AthenaOne.
- Insurance Eligibility & Prior Authorization Support: Perform real-time benefits verification, initiate and track prior authorization requests across payer portals, and log authorization status updates in AthenaOne.
Core Responsibilities
- Patient Communications & Call Handling: Manage heavy phone call traffic via RingCentral, providing warm, professional, and clear verbal communication for scheduling, general practice inquiries, and follow-ups.
- Appointment Scheduling: Execute patient scheduling in accordance with practice-specific provider rules, send pre-appointment instructions, and actively manage recall/wait lists.
- Front Desk Records Administration: Collect and update patient demographic data, insurance information, and medical histories inside AthenaOne EHR, ensuring full data accuracy.
- Insurance Eligibility & Benefits Verification: Verify commercial, Medicare, and Medicaid coverage prior to appointments to determine active benefits and patient cost-sharing responsibilities.
- Prior Authorization Tracking: Prepare, submit, and monitor prior authorization requests for diagnostic tests, specialty procedures, and medications, escalating complex denials or urgent needs to clinical leads.
- HIPAA Compliance & Team Coordination: Route patient chart notes and clinical messages securely to providers while adhering strictly to HIPAA privacy policies.
Requirements
- AthenaOne EHR Mastery: Direct, hands-on operational experience navigating AthenaOne EHR for appointment scheduling, patient demographic updates, and chart documentation.
- Medical Front Desk Experience: Proven background managing high-volume inbound/outbound calls and front-desk workflows in a U.S. medical clinic or virtual assistant setup.
- Fluent English Communication: Flawless verbal and written English skills with a clear, accent-neutral phone presence and high listening comprehension during fast-paced calls.
- Patient Scheduling & Prior Authorization Background: Demonstrated proficiency in booking complex patient appointments and executing prior authorization requests through insurance portals.
- HIPAA Compliance Knowledge: Solid understanding of U.S. healthcare workflows, medical terminology, and HIPAA patient privacy regulations.
- Remote Workspace Setup: Dedicated, private home office with a lockable door, high-performance computer (PC/Mac), high-speed primary internet connection, backup internet/power solutions, and a noise-canceling headset.
Preferred Qualifications
- Hands-on experience using RingCentral or comparable cloud-based VoIP platforms.
- Prior experience supporting a high-volume, multi-provider U.S. medical practice.
- Deep experience navigating major U.S. insurance payer portals (Availity, Optum, NaviNet) for real-time eligibility and prior authorizations.
Ideal Candidate Profile
You are a sharp, articulate front-desk professional who thrives in a fast-paced clinical setting. You navigate AthenaOne and RingCentral effortlessly, manage high call volumes with patience and warmth, and keep patient schedules and insurance authorizations running smoothly.
