Role Description We are seeking a warm, exceptionally organized, and highly capable Bilingual Virtual Medical Receptionist to serve as the premier digital voice of a New York-based medical practice. Operating in a dynamic, high-volume, and fast-paced environment, this role balances intensive patient communication with precision administrative workflows—all while maintaining the empathy and professionalism that every patient deserves. Core Responsibilities - High-Volume Call & Digital Communication Management - Concierge Phone Operations: Efficiently and courteously manage a high volume of inbound patient calls using our Nextel cloud-based platform, maintaining an articulate, calm, and professional demeanor. - Clinical Triage & Routing: Accurately triage inbound calls, immediately routing urgent clinical matters or emergency escalations to the appropriate clinical staff without delay. - Multi-Channel Text Outreach: Execute proactive, text-based patient outreach using the practice's messaging platform to send appointment reminders, request outstanding registration forms, and distribute pre-visit instructions. - Comprehensive Digital Backlog Management: Promptly return patient voicemails, respond to inbound text inquiries, and log every communication outcome with meticulous detail within ModMed. - Strategic Scheduling & Patient Workflow Support - ModMed Calendar Optimization: Schedule, reschedule, and cancel patient encounters within ModMed, masterfully organizing the physician's daily calendar to maximize clinic efficiency and reduce patient wait times. - No-Show Mitigation: Aggressively monitor no-shows and sudden cancellations, taking proactive initiative to pull from the clinic waitlist and fill empty calendar slots. - Care Coordination: Seamlessly coordinate external specialist referrals and track patient follow-up appointment timelines. - Insurance Verification & Front Office Billing Support - Intake Auditing: Remotely verify patient demographics, insurance eligibilities, and network referrals prior to every scheduled encounter. - Billing Support Alignment: Apply a strong working knowledge of medical billing to process patient co-pays, track outstanding balances, and assist patients with basic financial inquiries, collaborating directly with the backend billing team. - Daily Reporting & Physician Communication - Executive Front-Desk Summary: Compile and deliver a daily administrative report directly to the Attending Physician covering: - Comprehensive appointment volume data (scheduled, seen, no-shows, and cancellations) - New patient intake statuses and pending paperwork logs - Outstanding prior authorizations or urgent patient callback needs - A summary of daily collections - Proactive Feedback: Actively flag operational bottlenecks or specific patient concerns to the physician. Qualifications - Medical Reception Expertise: Minimum 2 years of direct administrative experience working as a medical receptionist or coordinator inside a high-volume U.S. clinical practice. - Fluent Bilingualism: Complete verbal, reading, and writing mastery of both English and Spanish. - ModMed Platform Fluency: Direct, hands-on experience navigating the ModMed EHR system is heavily preferred and represents a major advantage for this provider. - High-Volume Communication Competency: Proven capability managing multi-line cloud phone systems (Nextel, RingCentral, or equivalent) alongside digital text-messaging platforms. - Billing & Insurance Literacy: A solid working knowledge of medical insurance verification, co-pay posting, and standard front-office billing protocols. - Compliance Standards: Strict adherence to HIPAA privacy laws and data confidentiality protocols. - Remote Infrastructure: A completely silent, secure home office setup free of background noise, operating via high-speed internet and an automated time-tracking system. Preferred Qualifications - Prior administrative experience specifically supporting a New York State-based medical practice (including familiarity with NYS Medicaid Managed Care or NYC Health + Hospitals patients).

Role Description The Lead Remote Navigator provides day-to-day leadership and operational oversight to a team of Remote Navigators across multiple service lines in a call center or distributed remote environment. This role balances direct call handling and queue coverage with team coordination, performance monitoring, training, scheduling, and timecard approval. The Lead Navigator is responsible for resolving team escalations within established workflows in collaboration with the Manager, and reporting new or emerging issues to the Manager with proposed solutions. The Lead Remote Navigator ensures that navigators are meeting service level and quality metrics, adhering to workflows, and delivering a high-quality patient experience over the phone and through digital channels. This role leads training and onboarding, creates and manages team schedules, holds weekly supervision with direct reports, approves timecards, and participates in the Training & Development committee and implementation working groups in a leadership capacity. The Lead Remote Navigator is also a power user and internal champion of the AI tools that augment navigator workflows, providing structured feedback to Product and Operations on tool performance. What you'll do - Escalation Handling - Handles escalated patient and family calls from Remote Navigators. - For issues within existing workflows: resolves escalations with feedback and ensures proper documentation. - For new or emerging issues: reports to Manager/Supervisor and collaborates on developing solutions. - Direct Patient Navigation - Maintains a direct call handling function across 3+ service lines as needed to maintain queue coverage. - Provides advanced care coordination across complex patient pathways using digital and AI-enabled workflows. - Serves as backup to the call queue to maintain service levels during high-volume periods. - Ensures team adherence to HIPAA requirements and all program standards. - Monitors patient data and metrics to identify care gaps and guide team outreach strategies. - Collaborates with AI tools to streamline patient interactions and prioritize higher-acuity cases. - Contributes to an environment of psychological safety where ideas are welcomed and appreciated. - Client Communication - Acts as an indirect communication link between client site partners and Rely Health leadership — all client-facing program requests are channeled appropriately through established protocols. - People Management - Holds Bi-weekly supervision meetings with all direct reports to review performance, provide feedback, and support professional development. - Creates and manages call center shift schedules, adjusting as needed to ensure full queue coverage across all service lines. - Reviews and approves timecards for all direct reports. - Monitors day-to-day remote team operations and serves as the first internal point of contact for team members. - Coordinates and supports recruitment, onboarding, and training of new remote navigators. - Conducts quality audits of remote navigator performance using call recordings, documentation review, and metric analysis. - Provides real-time service recovery when patient concerns arise, implementing coaching and process improvement plans. - Collaborates with Manager on performance reviews and developmental feedback. - Communicates employee changes to Human Resources in coordination with Supervisor. - Training - Supports implementation of program expansion and new client site initiatives. - Trains new Navigator team members on remote workflows, call center tools, role expectations, and digital platforms. - Evaluates performance during onboarding and provides structured feedback. - Creates training content for remote workflows, digital communication tools, and AI platform use. - Coordinates group workshops and team workgroups. - Leads participation in the Training & Development committee and implementation working groups, driving initiatives from the remote navigation perspective. - Technology - Monitors team technology usage and call center metrics in Rely Health tools, reporting results to leadership and clients as needed. - Works with Operations and Product teams to test new digital tool enhancements and provide structured feedback. - Ensures all team members are trained and proficient on required technology platforms. - Provides actionable remote usability feedback on AI, call center, and care navigation tools. - Conducts testing on new call center tools and features prior to team rollout. - Uses no-code tools to build or adjust basic campaigns, reminders, or engagement workflows as directed. - Serves as power user and internal champion for AI tools that augment navigator workflows. - Identifies opportunities to optimize AI tool prompts, scripts, and configurations based on observed patient outcomes and call center performance data. Qualifications - High school diploma or GED. - 2+ years of full-time equivalent experience in patient care navigation, call center navigation, or related healthcare coordination role. - 1+ years leading or mentoring a team. - Experience training other employees. - Healthcare experience. - Familiarity with healthcare technology platforms and tools. - Ability to maintain high productivity in a remote or distributed work setting. - Understanding of and ability to comply with all HIPAA and confidentiality requirements. Preferred Qualifications - Experience working with individuals within hospitals or public health settings. - Experience with underserved populations. - Knowledge of Medicare, Medicaid, and commercially insured payer common practices and policies. - Individuals with lived experience. - 40+ wpm typing proficiency. - EHR/EMR or call center CRM documentation experience. - Experience using technology, apps, and software. - Experience with AI-assisted care tools or digital health platforms. - Bilingual proficiency is a plus. Competencies (Knowledge / Skills / Abilities) - Knowledge of medical terminology. - Knowledge of HIPAA and Protected Health Information (PHI) rules and practices. - Proficiency in Microsoft Office, Google Suite, and video conferencing. - Active listening, de-escalation, and motivational interviewing skills. - Ability to manage complex, multi-stakeholder care cases independently. - Ability to maintain a high level of productivity autonomously. - Data analysis skills — ability to identify care gaps and drive metric-based outreach. - Deeper knowledge of insurance, billing, and healthcare systems. - Flexible and creative problem-solving. - Dynamic communication skills in a virtual and phone-based environment. - Analytical skills — ability to translate call metrics and patient data into team performance action. - Ability to monitor, coach, and hold accountable a distributed remote team. - Proficiency in remote collaboration tools, queue management systems, and digital platforms. - Ability to build and implement new remote processes and tools. - Strong organizational, scheduling, and queue management skills. - Ability to drive high performance, culture, and employee engagement in a virtual setting. - Empathetic critical thinking and collaborative remote leadership style. - Strong interpersonal skills — ability to establish trust and credibility as a peer and leader across a remote team. - Ability to thrive and hold others accountable in a performance-based environment. Benefits - 401(k) - Dental insurance - Health insurance - Vision insurance - LT/ST Disability and Life Insurance - Technology reimbursement - Paid time off (Vacation, Sick, Holiday) - Paid Parental leave - Professional development

Role Description We are seeking a warm, compassionate, and highly organized Dental Front Office Receptionist to serve as the premier digital face of our premium Orange County practice. The ideal candidate leads with kindness and brings an infectious, positive energy that instantly puts dental patients at ease. This position demands an exceptionally polished, ultra-clear, and fluent English and Spanish verbal delivery. You will act as the vital bridge between our clinical providers and our diverse patient community, balancing high-volume front desk administrative coordination with meticulous dental insurance breakdowns. Core Responsibilities - Front Office Administration & Open Dental CRM Operations - Concierge Phone Management: Answer and navigate a multi-line VoIP phone system in both English and Spanish, greeting every caller with flawless professional clarity, warmth, and a welcoming presence. - Strategic Appointment Settings: Schedule, confirm, and optimize patient appointments directly within Open Dental CRM, strategically routing hygiene recalls and restorative treatments to ensure smooth patient flow. - Patient Intake & Chart Management: Collect, audit, and systematically update patient demographics, Spanish/English intake forms, and digital charts to maintain complete, HIPAA-compliant electronic records. - Financial Administration: Process virtual check-ins and check-outs, manage billing inquiries, collect patient co-pays, and execute accurate end-of-day financial reconciliation. - Administrative Liaison: Manage office correspondence, triage digital faxes, route mail, and collaborate flawlessly with the on-site clinical team to manage daily schedules. - Comprehensive Insurance Verification Duties - OON & PPO Eligibility Verification: Verify patient insurance eligibility and full benefits prior to scheduled appointments using online portals, direct phone inquiries, and clearinghouse tools. - Detailed Benefit Breakdown: Confirm and document highly specific coverage details inside Open Dental CRM, including deductibles, co-pays, co-insurance, annual maximums, and plan limitations. - Discrepancy Resolution: Identify and fix insurance discrepancies or inactive coverages before the patient arrives at the physical Orange County clinic to prevent backend claim denials. - Pre-Authorizations & Multi-Insurer Rules: Obtain formal pre-authorizations and referrals required by insurance networks, managing Coordination of Benefits (COB) and secondary insurance tracking. - Compassionate Cost Presentation: Break down and communicate complex insurance benefits and out-of-pocket cost estimates to patients clearly and empathetically in their preferred language. Qualifications - Healthcare Admin Experience: Minimum 2 years of direct administrative or receptionist experience working within a medical or dental practice setting. - Open Dental Mastery: Solid, hands-on working proficiency with Open Dental CRM (specifically the scheduling, charting, and billing modules). - Phonetic Clarity: Exceptionally crisp, clear, and professional verbal communication skills in English. - Bilingual Fluency: Complete, seamless spoken and written fluency in both English and Spanish. - Insurance Verification Competency: Documented experience executing deep-dive dental/medical insurance verification workflows, insurance portals, and billing procedures. - Compliance Standards: Strict working knowledge of HIPAA privacy regulations and patient confidentiality protocols. - Remote Ecosystem: A perfectly quiet, secure home office space free of background noise, operating via high-speed internet and an automated time-tracking system. Preferred Qualifications - Direct experience inside a private dental practice setting. - Deep knowledge of dental-specific coding (CDT) and medical coding (CPT). - Certification in Medical/Dental Office Administration or a related field.

Role Description We are seeking an experienced Nurse Practitioner (NP) passionate about remote care delivery. In this role, you will lead diabetes education and management by conducting phone visits for initial member consultations. You will be responsible for: - Evaluating diagnoses, medications, and lab results to assess member acuity and validate candidacy and continuation in our clinical program. - Identifying and prescribing CGMs (Continuous Glucose Monitor) for applicable members. Key responsibilities include: - Providing call-based care to members in Perry Health’s Remote Patient Monitoring (RPM) program. - Delivering swift, empathic care to members and assessing their clinical competencies. - Evaluating medical history and data to determine member eligibility for the clinical program. - Serving as the primary clinical point of contact for practice-wide escalations. - Collaborating with the broader care team — including RNs, RDs, and Accountability Coaches — to reinforce clinical goals and SMART goal progression. - Adhering to Perry Health policies, procedures, and standard operating procedures to ensure ongoing clinical quality and compliance. Qualifications - Education: Master of Science in Nursing (MSN) or Doctor of Nursing Practice (DNP) from an accredited institution; active certification as a Nurse Practitioner. - License: Valid, unencumbered state nurse practitioner license required. Multi-state licensure required. Current priority need states are Alabama, Utah, and Iowa. - Experience: Minimum 3+ years of experience managing patients with diabetes. - Knowledge: Familiarity with continuous glucose monitors (CGMs) and behavior change theory is a plus. - Skills: Motivated learner, willing to acquire proficiency with the necessary technology; experience or training in Motivational Interviewing to support sustainable behavior change is a plus. - Traits: Creative thinking, an eye for detail, ability to work independently, a positive attitude, and the ability to excel in a fast-paced atmosphere while collaborating with diverse groups at all levels of the organization. - Language: Spanish-speaking highly preferred. Requirements - Candidate must hold valid, unencumbered nurse practitioner licensure with prioritization in the following states: AL, UT, IA, IL, IN, MI, GA, FL. - Must reside in the United States with consistent access to a clean, quiet workspace; solid internet connection; and proficient technical experience. - Provide availability for the next two months by the 15th of each month. Benefits - Contractors are paid on a monthly basis following Net 30 payment terms. - Clinical Pay: $30.00 per completed consult. Consults are scheduled in 20-minute slots and require a minimum of 15 minutes of engagement time per member for the visit to be billable. - Non-Clinical Pay: $30.00/hour flat rate for required meetings and training.