[Hiring] Floating Medical Office Customer Service @My VA Support, Inc.

Role Description

This is a remote position. Only LATAM-based candidates (bilingual in Spanish and English) are eligible.

The Floating Medical Office Customer Service position provides temporary administrative coverage to different medical practices when staffing gaps occur due to:

• Vacations
• Sick leave
• Resignations
• Increased workload
• Other unexpected absences

Unlike an assistant dedicated to a single client, the floating assistant must be able to quickly adapt to different providers, workflows, software systems, and operational protocols while maintaining service quality and minimizing disruption to the client. The position follows a rapid deployment model, meaning the floating assistant is not permanently assigned to a fixed group of clients. Instead, onboarding is provided when coverage is required for a specific medical practice.

Responsibilities

• Following appointment scheduling rules and provider preferences.
• Supporting insurance workflows.
• Assisting with referral processes.
• Supporting prior authorization procedures.
• Following patient communication protocols and telephone scripts.
• Following established escalation procedures.
• Maintaining internal documentation standards.
• Navigating Electronic Medical Record (EMR) systems.
• Reviewing and following client-specific documentation and Standard Operating Procedures (SOPs).
• Following daily operational processes and checklists.
• Adapting to different medical practices, workflows, software systems, and operational protocols.

Requirements

• Must have your own device and headset.
• High-speed internet connection of at least 100 MB.
• Previous experience working with U.S.-based medical offices and knowledge of HIPAA regulations.
• Ability to quickly adapt to different medical practices, providers, workflows, and operational protocols.
• Ability to continuously learn and transition between different client environments.
• Ability to learn and navigate different Electronic Medical Record (EMR) systems and software platforms.
• Ability to understand and follow practice-specific scheduling rules, insurance workflows, referral processes, prior authorization procedures, and patient communication protocols.
• Ability to follow telephone scripts, escalation procedures, and internal documentation standards.
• Ability to review and follow Standard Operating Procedures (SOPs), operational guides, and daily checklists.
• Ability to work effectively following an accelerated onboarding process for each new assignment.
• Previous experience with medical offices is preferred.

Systems

Medical practices may use different software platforms, including:

• Athenahealth
• eClinicalWorks
• Nextech
• HealthArc
• EMA
• Other proprietary systems

The position requires the ability to understand not only the software used by each practice, but also the operational processes and procedures established by that particular medical office.

Assignment and Onboarding Model

When coverage is required:

• A client reports an upcoming absence or unexpected staffing need.
• A floating assistant is assigned.
• The assistant receives an accelerated onboarding.
• The assistant reviews the client's documentation.
• The assistant begins providing temporary coverage until the assigned employee returns.

Because medical offices may operate differently, each assignment may require adaptation to new workflows, provider preferences, software systems, and operational procedures. Comprehensive client documentation, structured onboarding, and ongoing support during the initial stages of each assignment are key components of the floating coverage model.