Role Description This is a remote position. HelpSquad is seeking experienced Virtual Medical Front Desk Representatives to support healthcare clients across a variety of practice types. In this role, you will serve as a remote front-line point of contact for patients, caregivers, and providers — handling inbound and outbound calls, scheduling appointments, managing patient intake, and ensuring every interaction is handled with professionalism and genuine compassion. This is a voice and digital role requiring comfort with EHR systems, softphone platforms, and the ability to represent a medical practice with the highest standards of care and confidentiality. You will be matched to a specific client account upon hire, and responsibilities may vary slightly by client. - Work Type: Variable Hours — 10 to 40 hrs/week depending on account (Remote, Work from Home) - Location: Philippines (stable internet and quiet workspace required) - Work Hours: Schedules vary by client assignment; standard U.S. business hours apply - Industry: Healthcare / Medical Services Key Responsibilities - Handle inbound calls from patients, caregivers, and referring providers with empathy and professionalism. - Intake new patients, collect demographics, and verify insurance information accurately. - Schedule, confirm, reschedule, and cancel appointments in the EHR system. - Make outbound calls for appointment follow-ups, reminders, and clarification as needed. - Route calls to the appropriate department or clinical staff when outside your scope. - De-escalate upset or anxious callers calmly and effectively. - Document all patient interactions accurately and promptly within the EHR. - Maintain strict HIPAA compliance and patient confidentiality at all times. - Adapt quickly to changes in client workflows, scripts, or policies. - Collaborate with U.S.-based coordination and clinical teams as needed. Qualifications - Minimum 1 year of experience in a medical call handling role (clinic, hospital, or provider-side preferred). - Experience with at least one EHR platform (e.g., AthenaHealth, Epic, eClinicalWorks, Kareo, or similar). - Excellent English communication skills — clear, professional, and patient-facing. - Strong empathy and patience, especially when working with elderly or vulnerable patient populations. - Demonstrated ability to de-escalate difficult callers and navigate sensitive conversations. - Comfortable with softphone systems and digital communication tools. - Reliable, detail-oriented, and able to manage multiple tasks in a fast-paced environment. - HIPAA Certification required — training and certification will be provided during onboarding if not already held. - Training on client-specific workflows will be provided by the outgoing team and team lead. Requirements - Internet speed: Minimum 50 Mbps upload and download (wired connection strongly preferred). - A verified backup internet connection is required — mobile phone hotspots are not acceptable as backup. - Dedicated wireless dongles or secondary ISP connections are acceptable backup solutions. - Backup power source required (UPS or generator) to maintain connectivity during outages. - Quiet, professional workspace suitable for voice work — free from background noise and interruptions. - Noise-canceling headset required. - Reliable computer with sufficient processing power to run EHR systems and softphone simultaneously. - You must have Windows 11 or the most recent Apple OS / Update. Benefits - Competitive hourly rate. - On-time payments, every time. - Payments processed via Wise. - Consistent, reliable hours (10–40 hrs/week depending on account). - Direct client training provided — you are never thrown in blind. - HIPAA certification provided at no cost to you. - Dedicated Account Manager as your point of contact. - Clear escalation paths — you always know who to go to. - 100% remote — work from home. - U.S.-based company with structured operations. - Stable, long-term account placements (not gig-style work). - Supportive team culture across all accounts. - Build your U.S. healthcare industry experience. - Exposure to multiple practice types and EHR platforms. - Potential for increased hours or additional accounts based on performance. - Strengthen your resume with verified, legitimate U.S. client experience. - Tenure recognition for long-term team members. - We value loyalty and recognize those who grow with us.