Job Description:

• 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 without providing medical advice
• 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
• Assist patients with appointment requests using the clinic's approved triage workflow
• Complete required triage steps before scheduling patients who require physician review
• Schedule or reschedule appointments accurately based on approved instructions and urgency guidance
• Send appointment reminder texts through Reach UC using approved clinic scripts
• Handle scheduling-related communication professionally and clearly
• Communicate 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 accountability, responsiveness, and schedule adherence throughout the shift
• Verify insurance eligibility and benefits through Medicare and commercial insurance portals after training
• Review copays, deductibles, coinsurance, and expected patient responsibility
• Assist with determining amounts to collect at the time of visit
• Support referral processing and patient scheduling from referral sources
• Follow up on claim denials or billing concerns as assigned
• Conduct professional balance collection calls for overdue patient accounts

Requirements:

• 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 Monday to Friday, 10:30 AM to 5:00 PM Eastern Time
• Reliable internet connection, functional computer, clear headset or microphone, and appropriate backup resources
• Experience supporting an ophthalmology, optometry, retina, cataract, glaucoma, or eye care clinic preferred
• Experience using Nextech / Practice Plus preferred
• Experience using Reach UC or a similar medical phone and texting system preferred
• Experience with triage-based scheduling workflows preferred
• Familiarity with Medicare and commercial insurance portals such as Availity preferred
• Experience supporting referrals, claim denials, or patient balance collections preferred
• Familiarity with Practice Plus / Nextech, Reach UC, Microsoft Teams, insurance portals, online referral systems, and Time Doctor

Benefits: