Patient Engagement Specialist

Summary

Join our team as a MEDVA Virtual Assistant – Patient Engagement Specialist and become the primary point of contact for patients. You will handle calls, schedule appointments, manage patient information within the EMR system, and ensure compliance. Responsibilities include basic triage, provider escalations, and maintaining patient confidentiality. The ideal candidate possesses at least one year of experience in a medical office or virtual healthcare setting, familiarity with EMR systems, and excellent communication skills. Bilingualism (English and Spanish) is required. This role offers competitive hourly rates and a retirement savings plan (eligibility based on tenure).

Requirements

• At least 1 year of experience in a medical office or virtual healthcare support role
• Familiarity with EMR systems and phone-based communication tools
• Experience in Insurance verification processes
• Excellent verbal communication and customer service skills
• Bilingual - English and Spanish
• Detail-oriented with strong organizational abilities
• Ability to work independently, manage time effectively, and multitask in a remote setting
• Knowledge of HIPAA and patient confidentiality protocols
• Empathy, patience, and professionalism when interacting with patients

Responsibilities

• Answer all inbound calls during clinic hours
• Route calls and messages to appropriate internal staff or departments as needed
• Schedule, modify, and cancel patient appointments in the practice’s scheduling system
• Confirm upcoming appointments with patients
• Follow up on missed appointments and assist patients in rescheduling
• Update and verify patient demographic information
• Confirm insurance eligibility and coverage details prior to scheduled appointments
• Accurately document all patient encounters in the clinic’s EMR system
• Submit daily logs of patient interactions, including calls, messages, and outcomes (reports may be automated through the phone system tracking board)
• Provide basic triage by gathering initial patient symptoms and concerns
• Escalate urgent or clinical matters to the appropriate provider or clinical staff following defined protocols
• Ensure seamless integration and use of the clinic’s systems, including EMR and phone platforms
• Adhere to HIPAA and all relevant healthcare regulations and maintain strict confidentiality of patient information

Preferred Qualifications

• Experience in triage or basic clinical intake (for roles requiring clinical support)
• Permanent work from home set up

Benefits

• Competitive Hourly rate
• Retirement savings plan