The posting
Job Title: Medical Virtual Assistant — Billing, Reconciliation & Practice Operations
Position Type: Full-Time
Work Hours: 8:00 AM – 5:00 PM Eastern Time
Work Days: Monday to Friday
Salary: $5 - $6 depending on experience
Workplace: Remote Preferred Candidate Location: Philippines
About the Client & Role
Our client is a therapy and healthcare practice looking for a reliable, detail-oriented, and proactive Medical Virtual Assistant — Billing, Reconciliation & Practice Operations to support claims denial management, billing reconciliation, EMR administration, phone management, KPI tracking, HR onboarding support, and general practice operations.
This role is ideal for someone with strong experience handling unpaid, denied, stuck, or unresolved insurance claims, not just basic claim status checks. The VA should be able to investigate why claims are not moving forward, identify missing information or denial reasons, assist with corrections or manual resubmissions when needed, and reconcile billing reports accurately.
The client is willing to train on HelloNote, but previous EMR experience is required. The ideal candidate should also have CRM experience, excellent English communication skills, strong attention to detail, and the ability to troubleshoot issues independently with minimal supervision.
Scope of Work / Responsibilities
Claims Denial Management & Billing Reconciliation
- Follow up on unpaid, denied, stuck, or missing insurance claims for both primary and secondary insurance.
- Investigate claim issues, identify denial reasons, missing information, or processing barriers, and help resolve them before escalation.
- Check and release claims as needed based on the practice’s workflow.
- Assist with manual claim resubmission when necessary.
- Complete and review weekly, bimonthly, and monthly billing reports.
- Verify numbers, reconcile discrepancies, and repost information once reconciled.
- Proactively troubleshoot claims and billing issues instead of only flagging problems.
HelloNote EMR Administration
- Maintain and update patient and administrative information in HelloNote.
- Follow up on Plans of Care and monitor authorizations.
- Ensure EMR information remains accurate, current, and properly organized.
- Use available HelloNote tutorials and resources to learn the system quickly.
- Support ongoing EMR workflows and help keep administrative records complete.
Plans of Care, Authorizations & Insurance Follow-Up
- Follow up with doctors’ offices to confirm receipt of Plans of Care.
- Ensure signed Plans of Care are returned on time.
- Verify insurance and follow up on prior authorizations when required.
- Monitor expired Plans of Care, expired authorizations, active cases, and related administrative items.
- Escalate concerns appropriately when additional action or direction is needed.
Phone Management & Practice Communication
- Handle inbound and outbound calls through the Virtual Marketing Mastery phone platform.
- Route and funnel calls appropriately based on patient or practice needs.
- Use available scripts while adapting communication based on the situation.
- Maintain clear, professional, and confident communication, especially with patients.
- Know when to escalate issues to the client instead of making decisions independently.
KPI Tracking & Practice Operations
- Track key practice performance metrics, including referrals, visits, cancellation rates, cash balance, growth, revenue, expenses, and profit.
- Support weekly, bimonthly, or monthly reporting depending on the report type.
- Monitor items such as active cases, draft notes, expired Plans of Care, expired authorizations, and financial reports.
- Support practice operations and administrative compliance as the practice grows.
HR Onboarding & Administrative Support
- Assist with onboarding new therapists and student interns.
- Help organize employee files, documentation, policies, procedures, and HR compliance items.
- Support day-to-day administrative and office management needs.
- Provide reliable follow-through on recurring tasks and outstanding administrative items.
Social Media & Marketing Support
- Assist with basic social media, marketing, or content creation tasks later in the engagement.
- Support marketing-related tasks only after demonstrating consistent quality and performance in the core medical administrative responsibilities.
Tools You’ll Use
- HelloNote
- Virtual Marketing Mastery phone platform
- CRM systems
- Reporting and tracking tools
Requirements
Experience Requirements
- Claims Denial & Medical Billing Management Experience: Required. Candidates must have experience working with unpaid, denied, stuck, or unresolved insurance claims, identifying denial reasons or missing information, resolving claim issues, supporting manual resubmissions when needed, and working with both primary and secondary insurance claims.
- Billing Reconciliation Experience: Required. Candidates must be comfortable reviewing reports, verifying numbers, identifying discrepancies, reconciling information, and ensuring billing data is accurate before reposting or reporting.
- EMR / EHR Experience: Required. Previous EMR experience is required. Direct HelloNote experience is not required, but candidates must be willing and able to learn HelloNote quickly.
- CRM Experience: Required. Candidates must have experience working with CRM processes or similar workflow tracking systems.
- Authorization Experience: Required. Candidates must be comfortable verifying insurance, monitoring authorization status, and following up on prior authorizations when required.
- Plans of Care Follow-Up Experience: Preferred. Candidates with experience following up with doctors’ offices for signed Plans of Care or similar healthcare documentation are encouraged to apply.
- Healthcare Administrative Experience: Required. Candidates must have experience in healthcare administration, medical office support, billing support, therapy practice operations, or similar healthcare workflows.
- OT/PT or Therapy Practice Experience: Preferred but not required. Direct occupational therapy, physical therapy, or therapy practice experience is valuable, but candidates with transferable healthcare, billing, EMR, and administrative experience may also be considered.
- Phone Support Experience: Required. Candidates must be comfortable handling inbound and outbound calls professionally and clearly.
- KPI / Reporting Experience: Preferred. Candidates with experience tracking reports, metrics, financial information, or healthcare operations data are encouraged to apply.
- HR Onboarding or Practice Operations Experience: Preferred. Experience assisting with onboarding, employee documentation, administrative compliance, or office operations is a plus.
- Social Media or Marketing Support Experience: Plus. Social media, marketing, or basic content creation experience is helpful but should not be prioritized over the core medical administrative requirements.
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.
