[Hiring] Patient Services & Scheduling Virtual Assistant @Rockstar

Role Description

This is a remote position. Rockstar is hiring a full-time Patient Services & Scheduling Virtual Assistant on behalf of a large, high-volume performance therapy practice. This role is specifically customer service and inbound communication, managing inbound patient communication, primarily phone calls, texts, and chats, to help the existing customer service team handle volume more efficiently. The ideal candidate is a fast, confident communicator who can move through scheduling calls and patient intakes quickly and professionally, allowing the rest of the CSR team to focus on billing and schedule density management. This is an excellent opportunity for someone who thrives in a fast-paced, high-volume environment and genuinely enjoys being the first point of contact for patients.

Key Responsibilities

• Inbound Customer Service — Primary Focus
  • Answer inbound patient phone calls, practice averages 800–1,000 calls per week with AI currently handling approximately 30%
  • Handle scheduling requests and new patient intakes via phone, text, and chat
  • Confirm patient appointments and send appointment reminders
  • Manage appointment rescheduling requests promptly and accurately
  • Respond to patient FAQs and inquiries via phone, text, and chat
  • Explain insurance benefits to patients when applicable
  • Ensure patient privacy and confidentiality at all times
• Communication & Coordination
  • Answer calls and assist patients virtually through Weave
  • Send appointment reminders and follow-up communications
  • Coordinate with medical staff on daily schedule updates as needed
  • Maintain accurate patient information within Raintree EHR
• Tools & Systems
  • Raintree (EHR)
  • Weave (Phone & Communications)
  • Google Chat

Qualifications

• Amenable to work Monday–Friday, 7:00 AM–3:30 PM Pacific
• Proven experience in a high-volume patient-facing or customer service role, preferably in a healthcare setting
• Confident, clear, and efficient communicator, ability to move through calls quickly without sacrificing professionalism
• Comfortable managing simultaneous communication channels: phone, text, and chat
• Experience with scheduling and patient intake workflows
• Familiarity with Raintree or similar EHR systems is a plus
• Excellent spoken and written English communication skills
• Reliable, punctual, and able to perform consistently in a fast-paced team environment

Requirements

• Ability to handle calls quickly and efficiently, slow or inefficient call handling is a dealbreaker
• Excellent verbal English communication skills
• Reliable and consistent, this role directly impacts patient experience and team capacity

Benefits

• Competitive salary commensurate with experience.
• Opportunities for professional development and growth.
• Work in a dynamic and supportive team environment.
• Make a meaningful impact by helping to build and strengthen families across the Globe.