The posting
Job Title: Medical Receptionist — Primary Care Position Type: Full-Time Work Hours: 9:00 AM – 6:00 PM Eastern Time, with 1-hour unpaid lunch break Work Days: Monday to Friday Salary: $5 - $6 hourly, depending on experience Workplace: Remote Preferred Candidate Location: Philippines or Latin America
About the Client & Role
Our client is a well-established primary care medical practice with three locations on Long Island, New York. The practice has 10 providers, approximately 40 staff members, and sees around 60 patients per day per location.
They are seeking an experienced Medical Receptionist — Primary Care to support high-volume inbound patient calls, appointment scheduling, EHR navigation, refill inquiry routing, message management, and front desk administrative workflows across all three locations.
This role is ideal for someone with medical receptionist, front desk, or Medical VA experience who is confident speaking with patients, comfortable navigating patient charts, and able to think critically in a fast-paced primary care environment. The candidate must communicate clearly with elderly patients, follow established office protocols, route messages appropriately, and escalate concerns when needed.
Scope of Work / Responsibilities
High-Volume Patient Phone Support
- Handle a high volume of inbound patient calls across all three practice locations.
- Communicate clearly, professionally, and patiently with patients, including elderly patients.
- Address routine appointment, refill, and general inquiry calls based on office protocols.
- Route calls, messages, and concerns to the appropriate team member when needed.
- Maintain confidence and professionalism when speaking with patients.
Scheduling & Appointment Coordination
- Schedule, reschedule, and coordinate patient appointments.
- Review patient needs and appointment history to determine the appropriate scheduling workflow.
- Follow office protocols when booking visits or routing scheduling concerns.
- Help ensure patients are scheduled accurately and efficiently.
- Escalate scheduling issues when provider or office-level guidance is required.
EHR Navigation & Chart Review
- Navigate AdvancedMD to review patient charts, appointment history, messages, refill-related information, and relevant administrative details.
- Use the EHR to support patient calls and determine the appropriate next step based on office procedures.
- Document patient interactions, messages, and scheduling updates accurately.
- Identify missing information or unclear items and escalate appropriately.
Refill Inquiries & Message Routing
- Receive and route refill-related inquiries according to practice protocols.
- Review patient chart information as needed to understand the request.
- Route medication-related questions or clinical concerns to the appropriate provider or team member.
- Avoid giving medical advice, approving refills, or making clinical decisions independently.
Office Protocol Adherence & Escalation
- Follow established office workflows and communication protocols.
- Recognize when an issue requires provider, manager, or in-office team review.
- Escalate urgent, unclear, clinical, or sensitive concerns appropriately.
- Support smooth communication between patients, front desk staff, providers, and internal teams.
Tools You’ll Use
- AdvancedMD
- Ooma phone system
- Email and phone communication tools
- EHR documentation workflows
- Internal practice communication systems
Requirements
Experience Requirements
- Healthcare Background and Experience: Required. Candidates must have experience working in a healthcare, medical office, primary care, medical receptionist, front desk, or Medical VA role.
- Medical Receptionist / Front Desk Experience: Required. Candidates must have experience supporting patient inquiries, scheduling, message routing, refill inquiry routing, or similar front office healthcare workflows.
- High-Volume Inbound Phone Experience: Required. Candidates must be comfortable handling frequent patient calls with professionalism, patience, and accuracy.
- EHR / EMR Experience: Required. Candidates must be comfortable navigating patient charts, reviewing information, documenting interactions, and using an EHR to support patient calls.
- AdvancedMD Experience: Preferred but not required. Experience with AdvancedMD is highly valuable, but candidates with strong EHR/EMR experience may also be considered.
- Scheduling Experience: Required. Candidates must have experience scheduling, rescheduling, coordinating appointments, and following office scheduling protocols.
- Prescription Refill Inquiry Support: Preferred. Candidates with experience receiving, documenting, and routing refill-related inquiries according to office protocols are encouraged to apply.
- Primary Care Experience: Preferred. Experience supporting a primary care practice is a plus.
- Medical Terminology Knowledge: Required. Candidates must understand basic medical terminology and be able to follow healthcare workflows accurately.
- Spanish-English Bilingual Communication: Preferred but not required. Spanish-English bilingual ability is a plus, but not required.
Performance Expectations
The ideal candidate should help support:
- Timely and professional handling of high-volume inbound calls.
- Accurate patient scheduling and appointment coordination.
- Proper EHR navigation and documentation.
- Clear message routing and follow-through.
- Appropriate routing of refill-related inquiries.
- Appropriate escalation of clinical, urgent, or unclear patient concerns.
- Smooth communication across three practice locations.
- Reduced phone and administrative burden for the in-office team.
- Able to maintain appropriate administrative and clinical boundaries at all times.
Basic Requirements
- Must speak and write English clearly and professionally.
- Must have relevant work experience.
- Must be able to provide an NBI Clearance and/or Local Police Clearance before onboarding (mandatory).
- Must be available to attend video meetings with camera on when required.
Technical Requirements
- Computer: Reliable laptop or desktop computer.
- Internet: Stable high-speed internet connection (minimum 25 Mbps).
- Audio: Noise-canceling headset.
- Video: Working webcam for virtual meetings.
- Workspace: Quiet and professional work environment.
Benefits
- Dedicated HR & Contractor Support Team: Access to world-class support for questions, guidance, contract matters, and client communication.
- Premium VPN Access (Optional): A secure VPN license can be provided upon request to enhance privacy and security for client-related tasks.
- HIPAA & Cybersecurity Training + Certification (Provided): Access to our internal HIPAA compliance training, cybersecurity modules, and certification to help you confidently handle PHI for U.S. healthcare clients.
- Top 1% VA Performance Training: Access to our proprietary training on communication, client management, productivity systems, and best practices to help you become a top-performing VA and increase long-term client retention.
- Client-Approved U.S. Holidays: Contractors may take U.S. holidays off according to the client’s needs and schedule.
- Client-Approved Paid or Unpaid Time Off: Time off may be granted by your client. Paid time off is optional and only if offered by the client.
- Access to Tools & Resources: Templates, workflow guides, productivity tools, and client-specific SOP support to help you perform at your best.
- Optional Performance-Based Incentives: Some clients may offer bonuses, incentives, or increased hours based on your performance.
These are optional resources and client-approved allowances available to you as an independent contractor. Any resources, training, or allowances listed are optional contractor perks and not employee benefits.
