Job Description

Scope of Work / Responsibilities

Patient Communication & Virtual Reception

• Answer inbound patient calls in real time and address general inquiries
• Route calls appropriately using RingCentral
• Monitor and promptly return missed calls
• Communicate professionally with patients via phone and text
• Provide clear, patient, and empathetic assistance, particularly when supporting older patients
• Follow established scripts and procedures when handling patient communications

Clinical Documentation & WebPT Support

• Take accurate notes and assist with clinical documentation and charting in WebPT
• Summarize patient sessions accurately for clinical records
• Maintain complete, organized, and accurate patient information
• Support clinicians with documentation-related administrative tasks
• Ensure patient information is entered accurately and handled with appropriate confidentiality

Appointment Scheduling & Patient Follow-Up

• Schedule and manage patient appointments
• Send appointment reminders and confirmations through RingCentral and AppToto
• Follow up with patients regarding upcoming or missed appointments
• Maintain an accurate and organized appointment schedule
• Follow established scheduling scripts, workflows, and procedures

Insurance & Administrative Support

• Assist with insurance eligibility verification
• Support insurance authorization processes
• Complete administrative paperwork and documentation
• Maintain organized patient records and information
• Provide general virtual front-office and back-office support
• Assist with additional patient coordination and administrative responsibilities as needed

Top 3 Priorities

1. Virtual Reception & Patient Call Management

Answer inbound patient calls in real time, address inquiries professionally, route calls through RingCentral , and return missed calls promptly while delivering an excellent patient experience.

2. Clinical Documentation & Charting

Complete accurate note-taking, patient session summaries, and charting within WebPT . Maintain a high level of accuracy and attention to detail when working with clinical information.

3. Appointment Management & Patient Follow-Up

Coordinate patient appointments and send timely reminders and confirmations through RingCentral and AppToto while consistently following the practice's established workflows and scripts.

Requirements

Required Skills & Experience

Healthcare & Patient Coordination Experience

• Previous experience working in the healthcare industry is required
• Experience in a physical therapy, rehabilitation, medical, or similar patient-care environment is strongly preferred
• Previous experience as a Patient Care Coordinator, Physical Therapy Coordinator, Medical Receptionist, Medical Virtual Assistant, or similar role is an advantage
• Comfortable working with medical terminology, patient information, and healthcare documentation

Patient Communication & Phone Support

• Excellent spoken and written English communication skills
• Strong professional phone etiquette and customer service skills
• Experience handling inbound patient calls and inquiries
• Comfortable managing frequent patient calls while completing scheduling, documentation, and administrative tasks
• Patient, compassionate, and professional when communicating with patients
• Comfortable assisting older patient populations
• Able to communicate clearly through phone and text

Clinical Documentation

• Experience with clinical documentation, charting, medical note-taking, or patient records is strongly preferred
• Ability to accurately summarize patient information and sessions
• Exceptional attention to detail when documenting clinical information
• Strong written communication and documentation skills
• Able to maintain accurate and organized patient records

Scheduling & Administrative Support

• Experience with patient scheduling, appointment confirmations, and follow-ups
• Familiarity with insurance verification and authorization processes is preferred
• Strong multitasking and organizational skills
• Ability to balance calls, documentation, scheduling, and administrative responsibilities throughout the day
• Able to consistently follow established scripts, workflows, and procedures

Systems & Software Experience

The practice currently uses:

• WebPT – Primary EHR and clinical documentation platform
• RingCentral – Phone, call routing, and patient communication
• AppToto – Appointment reminders and confirmations

Hands-on WebPT experience is strongly preferred but not required . Candidates with experience using other EHR/EMR systems and strong clinical documentation skills are encouraged to apply.

Experience with RingCentral , AppToto , or similar communication and appointment management platforms is also an advantage.

Ideal Candidate Profile

We are looking for someone who is:

• Experienced in healthcare administration and patient coordination
• Familiar with physical therapy or rehabilitation workflows, ideally
• An excellent English communicator with strong phone etiquette
• Confident handling real-time patient calls
• Comfortable balancing patient communication with clinical documentation
• Highly organized and detail-oriented
• Accurate and thorough when entering patient information
• Patient, empathetic, and compassionate
• Reliable, proactive, and consistent
• Able to work independently as a dedicated full-time team member
• Comfortable managing multiple priorities in a fast-paced healthcare environment
• Tech-savvy and able to learn new platforms quickly
• Adaptable and able to consistently follow established workflows and procedures

Basic Requirements

• Must speak and write English clearly and professionally.
• Must have relevant work experience.
• Must be able to provide an NBI Clearance and/or Local Police Clearance before onboarding (mandatory).
• Must be available to attend video meetings with camera on when required.

Technical Requirements

• Computer: Reliable laptop or desktop computer.
• Internet: Stable high-speed internet connection (minimum 25 Mbps).
• Audio: Noise-canceling headset.
• Video: Working webcam for virtual meetings.
• Workspace: Quiet and professional work environment.

Benefits

• Dedicated HR & Contractor Support Team: Access to world-class support for questions, guidance, contract matters, and client communication.
• Premium VPN Access (Optional): A secure VPN license can be provided upon request to enhance privacy and security for client-related tasks.
• HIPAA & Cybersecurity Training + Certification (Provided): Access to our internal HIPAA compliance training, cybersecurity modules, and certification to help you confidently handle PHI for U.S. healthcare clients.
• Top 1% VA Performance Training: Access to our proprietary training on communication, client management, productivity systems, and best practices to help you become a top-performing VA and increase long-term client retention.
• Client-Approved U.S. Holidays: Contractors may take U.S. holidays off according to the client’s needs and schedule.
• Client-Approved Paid or Unpaid Time Off: Time off may be granted by your client. Paid time off is optional and only if offered by the client.
• Access to Tools & Resources: Templates, workflow guides, productivity tools, and client-specific SOP support to help you perform at your best.
• Optional Performance-Based Incentives: Some clients may offer bonuses, incentives, or increased hours based on your performance.

These are optional resources and client-approved allowances available to you as an independent contractor. Any resources, training, or allowances listed are optional contractor perks and not employee benefits.

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