[Hiring] Front Desk, Patient Communication & Medical Records @GoLean Health

Role Description

We are seeking experienced, detail-oriented Virtual Medical Assistants to support a growing U.S.-based pulmonary specialty practice operating across three clinic locations. This role combines front-desk patient communication with back-office medical records management. The ideal candidate is comfortable managing high volumes of incoming calls, coordinating patient requests, processing medical records, and working closely with an established clinical team. You will help streamline daily clinic operations while ensuring patients receive prompt, professional, and compassionate assistance.

Key Responsibilities

• Patient Communication & Call Management:
  • Answer high-volume inbound patient calls, address general inquiries, confirm appointments, and direct requests to appropriate clinic personnel.
  • Triage incoming calls, emails, and AthenaHealth EMR messages, ensuring accurate documentation and timely routing to designated staff.
  • Coordinate with the bilingual Virtual Medical Assistant to assist Spanish-speaking patients through live call transfers or scheduled callbacks.
• Medical Records & Administrative Support:
  • Process medical records requests from insurance companies, referring providers, and patients accurately and within required timelines.
  • Coordinate with the in-house billing team to organize, track, and complete medical records requests while maintaining HIPAA compliance.
  • Assist with other clinical administrative workflows, including referrals, insurance verification, and prior authorizations, as assigned during future workflow expansion.
• Team Collaboration & Workflow Management:
  • Collaborate with clinic supervisors, billing personnel, and fellow Virtual Medical Assistants to ensure smooth communication across multiple locations.
  • Provide backup inbound call coverage during peak hours while balancing assigned medical records and administrative responsibilities.
  • Maintain accurate EMR documentation and contribute to developing standard operating procedures (SOPs) for consistent and efficient workflows.

Qualifications

• At least 1 year of experience as a Virtual Medical Assistant supporting U.S.-based healthcare practices in similar clinical administrative functions.
• Hands-on experience in patient communication, inbound call handling, medical records processing, or related medical administrative workflows.
• Strong English verbal and written communication skills, with a professional, empathetic, and patient-centered approach.
• Familiarity with U.S. healthcare workflows, medical terminology, patient confidentiality, and HIPAA requirements.
• Ability to multitask, prioritize time-sensitive requests, and work independently in a high-volume remote healthcare environment.

Preferred Qualifications

• Experience using AthenaHealth EMR for patient messaging, clinical documentation, or administrative workflows.
• Previous experience supporting pulmonology practices or other U.S. specialty outpatient clinics.
• Experience coordinating with billing departments, clinic supervisors, and remote healthcare teams.

Technical & Work-From-Home Requirements

• Computer or laptop with at least an Intel Core i5 processor or equivalent/higher.
• Reliable high-speed primary internet connection with a dedicated backup internet source.
• Uninterruptible Power Supply (UPS) or reliable backup power solution.
• Quiet, professional workspace suitable for handling confidential patient information and inbound calls.

Ideal Candidate

We are looking for someone who is dependable, proactive, highly organized, and confident communicating with patients over the phone. You should be comfortable transitioning between live patient calls and back-office administrative responsibilities while maintaining accuracy, professionalism, and a strong commitment to patient service.