[Hiring] Medical Virtual Assistant: Refills, Scheduling, and Authorizations @GoLean Health

Role Description

We are seeking an experienced and highly organized Medical Virtual Assistant to support a growing medical practice with prior authorizations, prescription refill coordination, patient scheduling, telephone encounters, and basic claims follow-up. This role will work closely with the clinic's existing virtual assistant, front-desk staff, providers, and office manager to ensure patient requests are addressed promptly and administrative tasks are completed accurately.

The ideal candidate has experience working in a U.S. medical practice, understands how to manage patient messages and insurance-related tasks, and can confidently prioritize multiple responsibilities without allowing requests to remain unresolved. This is a blended front-desk and back-office support position. It is not a full medical billing or coding role.

Key Responsibilities

• Prior Authorizations
  • Gather required patient, insurance, and clinical information for authorization requests.
  • Submit prior authorizations through payer portals, phone, fax, or other approved methods.
  • Track pending requests, follow up with insurance companies, and escalate delays or denials.
• Prescription Refill Coordination
  • Review refill requests received through calls, messages, and telephone encounters.
  • Confirm required information and route requests to the appropriate provider for approval.
  • Follow up on pending requests and communicate status updates to patients.
• Appointment Scheduling and Patient Calls
  • Schedule, reschedule, and confirm appointments for new and existing patients.
  • Answer and return calls related to appointments, refills, referrals, and authorizations.
  • Contact patients for follow-up, missing information, or appointment coordination.
• Message and Telephone Encounter Management
  • Review voicemail, AI-generated messages, and assigned telephone encounters in eClinicalWorks.
  • Respond to routine requests or route them to the appropriate clinic team member.
  • Monitor open messages to ensure they are completed, documented, or escalated promptly.
• Claims and Appeals Support
  • Review assigned returned, rejected, or pending claims.
  • Submit requested medical records, corrected information, or supporting documentation.
  • Assist with straightforward claim resubmissions, basic appeals, and payer follow-up.
• Documentation and Escalation
  • Document patient, provider, and insurance communication accurately in the appropriate system.
  • Maintain clear notes regarding completed tasks, pending actions, and follow-up dates.
  • Escalate urgent, clinical, or complex concerns to the provider or office manager.
• Team and Administrative Support
  • Work closely with the existing virtual assistant, providers, and onsite clinic staff.
  • Provide updates on assigned, pending, and completed responsibilities.
  • Support additional administrative tasks as clinic workflows and operational needs evolve.

Qualifications

• At least one year of experience as a Medical Virtual Assistant, Medical Administrative Assistant, Patient Coordinator, or similar healthcare support professional.
• Experience working with a U.S.-based medical practice.
• Experience processing or supporting prior authorizations.
• Experience coordinating prescription refill requests.
• Experience scheduling patients and handling inbound and outbound calls.
• Familiarity with electronic health records and telephone encounters.
• Strong written and verbal English communication skills.
• Ability to document information clearly and accurately.
• Strong organizational and time-management skills.
• Ability to manage multiple queues, messages, and follow-up tasks.
• Ability to recognize when a concern should be escalated.
• High level of professionalism, confidentiality, and attention to detail.
• Reliable internet connection and a secure home-based work environment.

Preferred Qualifications

• Experience using eClinicalWorks.
• Experience with claims follow-up, medical-record submissions, corrected claims, or basic appeals.
• Experience working with AI-assisted phone or patient messaging systems.
• Familiarity with HIPAA requirements and patient privacy standards.
• Experience supporting a growing or high-volume medical practice.
• Ability to work independently while maintaining regular communication with the team.