[Hiring] Ophthalmology Inbound Calls & Appointment Scheduling @GoLean Health

Role Description

We are looking for an experienced, highly organized, and patient-focused Virtual Medical Assistant to support a busy, high-volume ophthalmology practice in the United States. This is a phone-focused position primarily responsible for handling inbound patient calls, scheduling appointments, answering general inquiries, and transferring calls to the appropriate departments.

The ideal candidate has excellent English communication skills, extensive experience handling high call volumes, and the ability to navigate complex physician schedules while delivering exceptional patient service. This position focuses exclusively on inbound calls, appointment scheduling, and call routing. It does not involve general administrative or back-office responsibilities.

Key Responsibilities

• Inbound Call Management
  • Answer incoming patient calls promptly, professionally, and courteously.
  • Manage a consistently high volume of inbound calls while maintaining efficiency and service quality.
  • Identify the purpose of each call and determine the appropriate next steps.
  • Minimize call handling time without compromising patient satisfaction or accuracy.
• Appointment Scheduling
  • Schedule, reschedule, and manage patient appointments using the practice's Electronic Medical Record (EMR) system.
  • Navigate complex physician schedules involving multiple providers, clinic locations, and surgical commitments.
  • Confirm the correct physician and clinic location before creating or modifying appointments.
  • Ensure accurate appointment details and prevent scheduling conflicts.
• Call Triage and Routing
  • Assess incoming patient inquiries and determine whether they can be resolved directly or require assistance from another department.
  • Transfer prescription refill inquiries to the appropriate clinical team.
  • Direct billing-related inquiries to the billing department.
  • Route cataract surgery inquiries to the surgery coordinator.
  • Escalate clinical concerns and other inquiries outside the role's scope to the appropriate personnel.

Qualifications

• Minimum of 1.5 years of experience as a Virtual Medical Assistant supporting US-based healthcare practices.
• Proven experience handling high-volume patient calls in a medical setting.
• Strong experience scheduling patients and navigating complex provider calendars.
• Excellent spoken and written English, with clear pronunciation and strong listening comprehension.
• Experience using Nextech EMR is strongly preferred. Candidates with extensive experience using other medical EMR systems may also be considered.
• HIPAA certification and a strong understanding of patient confidentiality requirements.
• Ability to navigate scheduling systems, manage incoming inquiries, and maintain accuracy in a fast-paced environment.
• Ability to work remotely with minimal supervision while maintaining productivity and professionalism.

Preferred Qualifications

• Previous experience supporting an ophthalmology or eye care practice.
• Familiarity with ophthalmology appointment types, procedures, and physician scheduling workflows.
• Hands-on experience using Nextech EMR.
• Experience working in a multi-provider or multi-location healthcare practice.
• Proven ability to maintain efficiency and accuracy during periods of heavy call volume.

Work Schedule

• 35 hours per week | US Eastern Time
• Day Schedule
  • Monday to Thursday: 8:00 AM to 5:00 PM ET
  • Lunch Break: 12:00 PM to 1:00 PM ET (Unpaid)
  • Friday: 8:00 AM to 12:00 PM ET
  • Saturday and Sunday: Off
• Final weekly hour allocation will be confirmed before onboarding. The selected candidate must be available during the designated coverage periods and comfortable handling high call volumes, including Fridays.

What We're Looking For

• Comfortable managing back-to-back patient calls with confidence and professionalism.
• Capable of accurately scheduling appointments across multiple physicians.
• Able to quickly understand unfamiliar workflows and scheduling requirements.
• Committed to providing professional, compassionate patient interactions.
• Able to maintain consistent performance during demanding shifts.
• Capable of independently determining when to resolve, transfer, or escalate patient concerns.