About the role
Role Overview
I. Patient Call Management
Answer incoming patient calls professionally, courteously, and in a timely manner.
Manage and respond to voicemails promptly to reduce callbacks and improve communication efficiency.
Provide patients with accurate information regarding appointments, clinic services, and general inquiries.
Deliver a positive and supportive patient experience, particularly when assisting elderly patients.
II. Appointment Scheduling & Insurance Coordination
Schedule, reschedule, and cancel appointments accurately using eClinicalWorks (ECW).
Perform basic insurance eligibility and verification checks during patient interactions.
Confirm whether patient insurance plans are accepted by the practice and communicate coverage information as needed.
Ensure appointment details are complete and accurately documented within the EHR system.
III. Patient Records & Administrative Support
Maintain accurate patient demographics, contact information, and appointment records.
Update and document patient information within the electronic health record (EHR) system.
Support front-desk operations remotely by assisting with appointment-related administrative tasks.
Ensure all patient information is handled confidentially and in accordance with HIPAA guidelines.
IV. Remote Operations & Communication
Communicate effectively with patients, providers, and clinic staff to support daily operations.
Help reduce administrative workload for on-site personnel through efficient remote support.
Follow clinic SOPs, scheduling protocols, and established workflows while maintaining accuracy and productivity.
Manage daily tasks, patient communications, and scheduling requests in a timely and organized manner.