GoLean Health

• Handle inbound and outbound phone calls, check voicemails, and accurately triage messages. • Manage the clinic calendar, schedule new and recurring patient appointments, coordinate specialized surgery scheduling, and process medical referrals received via fax. • Conduct thorough insurance verification of coverage, process prior authorizations for medications, and collect patient payments securely. • Sort, filter, and act on emails from patients and providers while processing faxes. • Provide real-time updates to the in-clinic team regarding scheduling changes.

Role Description We are looking for a polished, reliable, and patient-focused Patient Care Communications Specialist to support a growing chiropractic clinic. This role serves as the voice of the practice and will be the first point of contact for current and prospective patients. The ideal candidate must create a warm, calm, professional, and trustworthy experience across phone, text, voicemail, email, and scheduling workflows. This is a high-volume communication role focused on patient calls, scheduling, follow-up, and retention. The candidate must be organized, emotionally aware, detail-oriented, and able to handle patient concerns with empathy and sound judgment. Key Responsibilities - Answer high-volume inbound patient calls professionally and promptly. - Respond to patient texts, voicemails, emails, and fax-related messages in a timely and accurate manner. - Schedule new patient appointments and collect complete intake information. - Schedule, confirm, cancel, and reschedule existing patient appointments in MacPractice. - Prioritize new patient inquiries and referral opportunities before routine rescheduling requests. - Conduct follow-up and reactivation outreach for inactive or lapsed patients. - Help convert patient inquiries into booked appointments. - Maintain accurate patient records, scheduling notes, and communication documentation. - Coordinate with in-office staff to keep the provider schedule full and organized. - De-escalate patient concerns related to scheduling, billing confusion, insurance questions, or unexpected frustrations. - Know when to listen, gather details, offer a callback, and avoid overwhelming the patient with unnecessary information. - Support missed-call follow-up workflows and communication improvements inside Weave. - Protect patient privacy and follow HIPAA standards at all times. Qualifications - Excellent spoken English with a clear, easy-to-understand, neutral accent. - Strong written communication skills for SMS, email, and patient-facing messages. - Prior experience as a Virtual Medical Assistant, Medical Receptionist, Patient Communication Specialist, Front Desk Coordinator, or similar healthcare support role. - Comfortable handling high call volume in a fast-paced clinic environment. - Strong patient service mindset, emotional intelligence, and common sense. - Able to multitask across calls, texts, emails, voicemails, faxes, and scheduling tasks. - Reliable, punctual, and proactive with attendance communication. - Must own and work from a Mac OS device such as a MacBook, iMac, or Mac mini. - Must have reliable high-speed wired internet (LAN). - Must be flexible with schedule assignments and willing to work on Saturdays if needed. Preferred Qualifications - Experience with MacPractice, Weave, Solutionreach, Podium, or similar healthcare communication platforms. - Familiarity with chiropractic terminology, treatment plans, and recurring visit schedules. - Experience with patient reactivation, new patient conversion, and provider schedule optimization. - Prior experience supporting U.S. healthcare clinics. Schedule Overview (Eastern) - VA 1: Mon 7:30-18:00 (30-min break), Tue 7:30-14:00, Wed 7:30-14:00, Thu 7:30-14:00, Fri 7:30-14:00, Sat OFF, Sun OFF (36 hrs/week) - VA 2: Mon 7:30-18:00 (30-min break), Tue 7:30-14:00, Wed 7:30-14:00, Thu 7:30-14:00, Fri 7:30-14:00, Sat OFF, Sun OFF (36 hrs/week) - VA 3: Mon OFF, Tue 13:30-20:30, Wed 13:30-18:00, Thu 13:30-20:30, Fri 13:30-18:00, Sat 08:00-15:00, Sun OFF (30 hrs/week) - VA 4: Mon OFF, Tue 13:30-20:30, Wed 13:30-18:00, Thu 13:30-20:30, Fri 13:30-18:00, Sat 08:00-15:00, Sun OFF (30 hrs/week)

• Attend telemedicine visits and document the provider-patient discussion accurately in the electronic medical record. • Enter relevant information such as the patient's main concern, medical history, medications, diagnoses, treatment plans, and provider instructions. • Complete documentation promptly and move finished charts through the clinic's established review and completion workflow. • Prepare patient charts before appointments by reviewing previous notes, medications, laboratory results, referrals, and relevant medical history. • Identify missing information, pending results, incomplete documents, or authorization concerns that may affect the upcoming visit. • Communicate important chart updates or outstanding tasks to the provider and clinic team before the appointment. • Enter laboratory orders, select the appropriate laboratory facility, and connect orders with the correct diagnosis information based on provider instructions. • Process prior authorization requests for medications, procedures, or services and follow up with insurance companies when additional information is required. • Apply for referral authorizations when needed and ensure all required documents are completed before closing the chart. • Translate between English and Spanish during patient interactions, telemedicine visits, phone calls, and follow-up communications. • Clearly communicate provider instructions, appointment information, authorization updates, and next steps to Spanish-speaking patients. • Assist with patient scheduling, follow-up appointments, referral coordination, laboratory instructions, and general patient inquiries. • Handle phone responsibilities when not actively scribing, including an average of approximately 40 calls per day when coverage is needed. • Provide backup administrative support and keep the clinic team informed regarding urgent concerns, incomplete tasks, and patient follow-ups.

• Gather required patient, insurance, and clinical information for authorization requests. • Submit prior authorizations through payer portals, phone, fax, or other approved methods. • Track pending requests, follow up with insurance companies, and escalate delays or denials. • Review refill requests received through calls, messages, and telephone encounters. • Confirm required information and route requests to the appropriate provider for approval. • Follow up on pending requests and communicate status updates to patients. • Schedule, reschedule, and confirm appointments for new and existing patients. • Answer and return calls related to appointments, refills, referrals, and authorizations. • Contact patients for follow-up, missing information, or appointment coordination. • Review voicemail, AI-generated messages, and assigned telephone encounters in eClinicalWorks. • Respond to routine requests or route them to the appropriate clinic team member. • Monitor open messages to ensure they are completed, documented, or escalated promptly. • Review assigned returned, rejected, or pending claims. • Submit requested medical records, corrected information, or supporting documentation. • Assist with straightforward claim resubmissions, basic appeals, and payer follow-up. • Document patient, provider, and insurance communication accurately in the appropriate system. • Maintain clear notes regarding completed tasks, pending actions, and follow-up dates. • Escalate urgent, clinical, or complex concerns to the provider or office manager. • Work closely with the existing virtual assistant, providers, and onsite clinic staff. • Provide updates on assigned, pending, and completed responsibilities. • Support additional administrative tasks as clinic workflows and operational needs evolve.

• Handle inbound phone calls via the VoIP system • Screen out distractions and routine inquiries • Monitor and triage incoming text messages and platform chats • Respond to basic questions, coordinate scheduling, and notify in-house team when an issue requires local escalation • Review and prioritize voicemails • Utilize project management software to track patient journeys • Input care plan details into the electronic medical records system • Pre-fill out reassessment forms using existing patient data • Verify new patient onboarding documentation • Consistently encourage and track completion of digital intake paperwork by patients • Follow up on patient cases by connecting with attorneys via phone or email • Monitor and log leads generated through SEO and external digital marketing platforms

Role Description We are looking for a reliable and experienced Virtual Medical Assistant / Medical Receptionist to support a busy US-based skin clinic. This role will focus on frontline patient communication, scheduling, insurance verification, and administrative support so the in-clinic team can focus on direct patient care. The clinic serves a high volume of Spanish-speaking patients, so strong bilingual communication in Spanish and English is required. The ideal candidate is confident handling medical front desk tasks with minimal supervision and already has experience supporting a US-based healthcare practice. Cultural Fit & Core Values - Culture is everything at this clinic; it feels like family. - Looking for an individual who is naturally warm, friendly, and deeply empathetic. - Must bring a welcoming energy to patients and relationships with clinic staff. - If you treat patients and colleagues like family and take pride in going above and beyond, you will thrive in this environment. Key Responsibilities - Phone Management - Answer inbound calls promptly and professionally. - Assist patients with questions, appointment needs, and general clinic inquiries. - Route concerns appropriately and document call details accurately. - Appointment Scheduling - Manage the clinic calendar and schedule patient appointments. - Reschedule, cancel, and update appointments as needed. - Confirm appointment details and help maintain an organized daily schedule. - Insurance Verification - Verify patient insurance coverage and eligibility. - Confirm active benefits, plan details, and patient responsibility when needed. - Update insurance information accurately in the patient record. - Prior Authorizations - Coordinate prior requests for treatments or medications. - Gather required patient, insurance, and clinical information for submission. - Track authorization status and follow up with payers when needed. Qualifications - Must be fully fluent in both Spanish and English. - Minimum of 1 year of experience supporting a US-based medical clinic. - Strong experience with medical receptionist or front desk tasks. - Comfortable handling patient calls in a busy healthcare setting. - Knowledge of insurance verification and prior authorization workflows. - Organized, dependable, detail-oriented, and able to work independently. - Must be comfortable working remotely in a dedicated clinic support role. Schedule and Work Setup - 30 hours per week. - Remote work setup. - Immediate hiring need. Ideal Candidate Profile This role is best suited for someone who is polished on the phone, confident with patient communication, and experienced in US healthcare administrative workflows. The strongest candidate will be someone who can step into the role quickly, manage calls professionally, support Spanish-speaking patients, and help keep the clinic's front desk operations running smoothly.

Role Description GoLean Health is seeking a detail-oriented Virtual Medical Assistant to support a U.S.-based behavioral health practice with back-end medical administration, insurance verification, patient responsibility collection, claims support, and billing-related workflows. This role will primarily focus on: - Daily insurance benefits verification - Copay/deductible/coinsurance review - Patient payment collection - Claims follow-up - Prior authorization support - Accurate documentation in eClinicalWorks and tracking sheets - Assisting with new patient calls and intake inquiries when the front desk staff is unavailable Qualifications - At least 1 year of U.S. healthcare administrative experience - Required expertise in eClinicalWorks / eCW - Experience verifying insurance eligibility and benefits - Experience calling insurance companies - Familiarity with copays, deductibles, coinsurance, out-of-pocket responsibility, and telehealth benefits - Experience with claim follow-up, claim denials, rejections, or payment tracking - Experience posting payments or supporting patient collections - Experience using Google Sheets or Microsoft Excel - Strong attention to detail and accuracy - Ability to reconcile data across invoices, claims, notes, payments, and trackers - Strong time management and follow-through - Professional written and verbal English communication - Ability to follow structured workflows and flag issues clearly - Comfortable managing recurring tasks independently - Able to step into the role quickly with minimal training Requirements - Experience with eClinicalWorks / eCW - required - ECW Eligibility Admin - required - Experience with Availity - Experience with insurance payer portals - Proficiency in Google Sheets, Microsoft Excel - Familiarity with Google Drive, Gmail - Experience with RingCentral - Experience with Curogram or similar patient communication platform - Familiarity with EMR/EHR documentation workflows Benefits - Remote work opportunity - 30 hours per week - $6 per hour Ideal Candidate The ideal candidate is organized, accurate, process-driven, and comfortable working with insurance benefits, patient collections, claims data, payment posting, spreadsheets, and healthcare documentation. They must be plug-and-play and able to perform the work with minimal training. They should already understand how to: - Verify benefits - Determine patient responsibility - Call insurance companies - Document reference numbers - Follow up on denials or rejections - Communicate clearly with the front desk or office manager This person should be able to catch discrepancies, work independently, and provide clear updates before problems affect collections, billing, claims, or patient experience.

Role Description We are seeking a highly dedicated and detail-oriented Virtual Medical Scribe and Assistant to support a fast-paced Gastroenterology practice in the United States. This role is critical in ensuring clinical excellence by providing real-time scribing, comprehensive pre-charting, and essential administrative support. The ideal candidate will be a licensed nurse with a strong clinical background and a stable, high-performance home office setup. Qualifications - A Bachelor's degree in Nursing (RN/BSN) is required. - At least one year of experience as a Medical Virtual Assistant or Scribe. - Must be Bilingual (English and Spanish). - Ideally within five years of graduation or active practice. Requirements - Fixed Working Location: Must work from one specific, consistent location only. - Hardware: Minimum 8 GB RAM. - Monitor: Minimum 21–22 inch monitor. - Multitasking: Ability to run Epic and Zoom simultaneously on the same computer. - Documentation: Must provide a valid Passport, Criminal Background Check, and Professional License. Benefits - Part-time to Full-time position (Starting at 30 hours/week). - Potential to move to 40 hours based on performance. - Two-week intensive training period on Epic EMR and practice-specific workflows. Key Responsibilities & Tasks - Pre-Charting: Reviewing patient schedules in advance to prepare charts; pulling lab results, imaging reports, and prior consultation notes into the EMR. - Real-Time Medical Scribing: Accompanying the doctor virtually during patient visits to record clinical notes and documentation accurately. - Patient Coordination: Handling incoming calls and scheduling appointments during non-scribing hours. - Clinical Communication: Relaying information between the physician and patients. - Workflow Integration: Assisting the doctor between back-to-back appointments to maintain a smooth clinic flow. Nice to Haves - Prior experience with Epic EMR is a significant advantage. - Previous experience in Gastroenterology or surgical practices.

Role Description The Virtual Medical Assistant will help reduce the clinic's front desk workload by ensuring that every patient call, voicemail, and request receives timely and accurate attention. Success in this role means: - Patients receive professional and responsive assistance. - Calls and voicemails are answered or returned promptly. - Patient requests are documented and routed correctly. - Scheduling follows the clinic's triage protocols. - No important task or patient concern is dropped. Core Responsibilities - Patient Calls and Voicemail Management - Answer inbound patient calls professionally and return missed calls or voicemails promptly. - Gather accurate patient information and determine the appropriate next action. - Escalate urgent or clinical concerns appropriately while maintaining a confident and courteous phone presence. - Patient Request and Task Management - Create to-do tasks in Practice Plus / Nextech for refill requests, patient concerns, and administrative follow-ups. - Route messages accurately to the physician, technician, or appropriate team member. - Monitor pending requests to ensure no patient concern is missed or left unresolved. - Triage-Based Scheduling - Assist new and established patients with appointment requests using the clinic's approved workflow. - Complete required triage steps before scheduling patients who require physician review. - Schedule or reschedule appointments accurately based on approved instructions and urgency guidance. - Patient Communication and Reminders - Send appointment reminder texts using approved clinic scripts through Reach UC. - Handle scheduling-related communication professionally and clearly. - Redirect clinical questions to the appropriate phone or clinical workflow without providing medical advice. - Team Communication and Reporting - Communicate clearly with the clinic team through Microsoft Teams regarding breaks, updates, and pending items. - Submit a daily end-of-day report summarizing completed tasks, unresolved concerns, and escalations. - Maintain consistent accountability, responsiveness, and schedule adherence throughout the shift. - Additional Responsibilities After Training - Verifying insurance eligibility and benefits through Medicare and commercial insurance portals. - Reviewing copays, deductibles, coinsurance, and expected patient responsibility. - Assisting the clinic in determining amounts to collect at the time of visit. - Supporting referral processing and patient scheduling from referral sources. - Following up on claim denials or billing concerns, as assigned. - Conducting professional balance collection calls for overdue patient accounts. Qualifications - At least 1 year of U.S. healthcare administrative experience in a patient-facing role. - Experience handling patient phone calls, appointment scheduling, and voicemail follow-up. - Experience verifying insurance benefits, copays, deductibles, or patient responsibility. - Strong spoken and written English communication skills. - Professional, warm, and confident phone presence. - Strong attention to detail when documenting patient information and requests. - Ability to follow protocols carefully and escalate concerns appropriately. - Proven reliability, ownership, and follow-through. - Ability to work independently in a small clinic environment. - Availability to work the required Eastern Time schedule. - Reliable internet connection, functional computer, clear headset or microphone, and appropriate backup resources. Strongly Preferred Qualifications - Experience supporting an ophthalmology, optometry, retina, cataract, glaucoma, or eye care clinic. - Experience using Nextech / Practice Plus. - Experience using Reach UC or a similar medical phone and texting system. - Experience with triage-based scheduling workflows. - Familiarity with Medicare and commercial insurance portals such as Availity. - Experience supporting referrals, claim denials, or patient balance collections. Systems and Tools - Practice Plus / Nextech: EMR, scheduling, patient records, task management - Reach UC: Patient phone calls, voicemail management, appointment reminder texting - Microsoft Teams: Internal clinic communication and break notifications - Insurance Portals: Eligibility and benefit verification - Online Referral Systems: Referral processing and scheduling - Time Doctor: Productivity and attendance tracking

Role Description The Virtual Benefits Coordinator is responsible for obtaining and documenting insurance eligibility and benefits for patients receiving infusion therapy. This position plays a critical role in ensuring accurate insurance verification, identifying coverage requirements, and supporting timely patient care by maintaining complete and up-to-date benefit information within the practice's systems. The Virtual Benefits Coordinator works primarily within the WeInfuse platform, prioritizing the verification queue, and collaborates closely with the infusion, billing, and clinical teams to ensure seamless communication regarding patient insurance coverage and authorization requirements. This position is co-managed by the Billing Manager and the Infusion Manager. Essential Duties and Responsibilities - Insurance Verification - Verify patient insurance eligibility and benefits for infusion services. - Contact commercial insurance companies, Medicare, Medicaid, and other payers to obtain accurate benefit information. - Utilize insurance carrier portals and payer websites to verify eligibility and benefits whenever available. - Determine coverage for both: - Infusion drug (J-code or applicable HCPCS code) - Drug administration (CPT administration code) - Identify and document payer requirements including: - Prior Authorization - Medical Necessity requirements - Pre-determination - Referral requirements - Coverage limitations - Deductibles, coinsurance, copays, and out-of-pocket responsibilities - Documentation - Maintain accurate and detailed documentation within the WeInfuse platform. - Complete all required verification fields manually and update each patient's verification status. - Prioritize and manage the WeInfuse Verification Queue to ensure timely completion of insurance verifications. - Document detailed notes regarding insurance conversations, reference numbers, representative names, and benefit information. - Enter and maintain insurance information within eClinicalWorks (eCW). - Update patient insurance information in eCW when new or changed coverage is identified. - Patient Communication - Contact patients when clarification regarding insurance coverage is needed. - Obtain updated insurance information from patients as necessary. - Communicate patient financial responsibility when directed by practice policies. - Maintain professional and courteous communication with patients at all times. - Team Collaboration - Communicate benefit verification findings promptly with: - Infusion Nurses - Billing Department - Billing Manager - Infusion Manager - Other Benefits Coordinators - Additional infusion staff as needed - Escalate insurance concerns or coverage issues to appropriate leadership. - Collaborate with the billing and infusion teams to resolve insurance-related issues that may impact scheduling or treatment. - System Management - Maintain proficiency in: - WeInfuse - eClinicalWorks (eCW) - Insurance carrier portals - Medicare and commercial payer websites - Ensure all documentation is accurate, complete, and entered in a timely manner. - Follow HIPAA guidelines and maintain patient confidentiality at all times. Qualifications - High school diploma or equivalent. - Minimum of one year of medical insurance verification, benefits coordination, or medical billing experience. - Experience verifying medical insurance benefits. - Strong understanding of medical terminology. - Experience working with electronic medical records (EMR). - Excellent written and verbal communication skills. - Strong organizational and time management skills. - Ability to prioritize multiple tasks in a fast-paced environment. - Attention to detail and high level of accuracy. Preferred Qualifications - Experience with infusion therapy benefit verification. - Experience using WeInfuse. - Experience using eClinicalWorks (eCW). - Knowledge of HCPCS (J-codes) and CPT administration codes. - Experience with prior authorizations and payer medical policies. Core Competencies - Insurance verification expertise - Critical thinking and problem-solving - Excellent documentation skills - Effective communication - Team collaboration - Time management - Attention to detail - Customer service - Confidentiality and professionalism Reporting Structure - Co-Managed By: - Billing Manager - Infusion Manager Work Environment - Remote/Virtual position. - Extensive computer and telephone use throughout the workday. - Regular interaction with insurance companies, patients, providers, and internal staff. - Must maintain a secure and HIPAA-compliant remote work environment. Performance Expectations - Timely completion of insurance verifications. - Accuracy of benefit documentation. - Effective prioritization of the WeInfuse verification queue. - Accurate maintenance of insurance information within eCW. - Clear and timely communication with infusion and billing teams. - Reduction in treatment delays related to insurance verification. - Compliance with practice policies, payer requirements, and HIPAA regulations.