Virtual Assistant

POSITION: Virtual Assistant

RESPONSIBLE TO: Operations

JOB SUMMARY: Virtual Assistant (VA) is the first point of contact for patients at the Practice. In this position, you will be responsible for answering the phones, scheduling appointments, completing administrative processing and record keeping. The VA will be able to answer questions regarding advertising promotions; screen customers to determine what services will meet their needs and demonstrate excellent customer service. The position supports the mission of the practice by demonstrating excellent customer care and incorporating telemarketing and customer retention calls as needed.

QUALIFICATIONS AND EXPERIENCE:
? 5+ years of customer service, preferably in a medical setting.
? Professional and friendly in the work environment
? Efficient with computers, Microsoft word, scheduling software and Excel.
? Excellent written and verbal communication skills.
? Outstanding problem-solving and organizational abilities.
? Strong analytical skills to be able to foresee potential challenges and solve
? Business owner mentality
? Neat, professional appearance

RESPONSIBILITIES:
? Retrieves phones messages and prioritizes return phone calls.
? Answers incoming calls and guides patient and customers to the appropriate service.
? Scheduling appointments to meet practice monthly new patient goal
? Obtains appropriate patient information including new patient information, referral insurance information, Patient Portal and HIPAA information for all patients.
? Schedules appointments using standardized procedures
? Reviews patient records daily.
? Confirm that next day appointment reminders have been reviewed and updated
? Tracks referral source and PCPs for all patients 100% of the time
? Manage clinic flow
? Completes scanning as necessary
? Prepares daily, weekly and monthly reports as directed.
? Performs all other miscellaneous duties as assigned.
• Exercises confidentiality as it relates to all business and patient information.
• Maintains and is responsible for the performance in the areas of accounts receivable and/or accounts payable.
• Can independently manage and execute A/R responsibilities.
• Creates or executes financial reports as needed.
• Processes and files insurance claims, including submitting appropriate information to the insurance carriers within 2 business days of service rendered date.
• Requests third party prior authorization as needed.
• Assists patients with insurance related problems, questions, or concerns.
• Designs and executes collection processes including creating efficiencies as needed.
• Posts charges and payments in the accounting system within 2 business days of receipt.
• Trains and / or supports Office Staff members as needed.
• Submits appropriate information to the insurance carriers, and requests third party prior authorization as needed.
• Processes responses or requests from insurance companies within 5 business days of receipt.
• Works with insurance, or other agencies to facilitate authorizations and benefit verification.
• Generates customer bills after receiving Explanation of Benefits information from the insurance carriers.
• Re-issues bills if account is 30 days overdue.
• Contacts customers who have accounts that are 60 days overdue and may initiate collections procedure.
• Maintains petty cash fund.

Other duties
? Retrieves phones messages and prioritizes return phone calls within 1 business date.
? Send out imaging orders
? Prepares daily, weekly and monthly reports as directed.
? Creates new reports according to the needs of the practice.
? Answers Medicare, private insurance, and other insurance questions for customers.
? Other duties as assigned

Personal Attributes
? Demonstrate excellent customer service to patients, internal and external customers
? Strong communication and interpersonal skills
? Can handle a multitude of tasks simultaneously; able to prioritize duties
? Ability to be flexible and multi-task
? Work independently
? Willingness to innovate and improve processes
? Takes personal responsibility for professional development
? Professional conduct and attitude
? Committed to performance and a work environment consistent with the Arizona Hearing Center Strategic Objectives and Employee Manual
? Committed to collaborative hearing care
? Committed to a culture of continuous quality improvement
? Follows the current systems and a willingness to continually improve the organization’s systems
? Uses the practice resources judiciously
? Time management to allow for prioritizing multiple duties with various deadlines

Typical Physical Demands:
Work may require sitting for long periods of time, and stooping, bending, and stretching for files and supplies. Employee will occasionally be asked to lift files or paper weighing up to 30 pounds. Position requires manual dexterity enough to operate a keyboard, operate a computer, telephone, copier, and such other office equipment as necessary. Vision must be
correctable to 20/20 and hearing must be in the normal range for telephone contacts. Position also requires viewing computer screens and typing for long periods of time and working in an environment that can be very stressful.

ENVIRONMENTAL/WORKING CONDITIONS:
Work can sometimes be performed in the reception area and involves frequent contact with patients. Work may be stressful at times. Interaction with others is constant and interruptive.

ACKNOWLEDGEMENT STATEMENT: I have read this job description and I completely understand all my job duties and responsibilities. I am able to perform the essential functions as outlined with or without reasonable accommodation. I understand that my job may change on a temporary or regular basis according to the needs of the organization without it being specifically included in the job description. If I have any questions about job duties not specified on this description that I am asked to perform, I should discuss them with my immediate supervisor.
I have discussed any questions I may have had about this job description prior to signing this form.

Please reply with attached resume and best contact email if interested.