Insurance Verification, Scheduling

About the Role

This organization provides U.S. medical practices with expert, HIPAA-compliant virtual clinical and administrative support across a wide range of specialties. The objective is to enhance operational efficiency by managing back-end practice coordination and insurance-related tasks, allowing clinical teams to prioritize patient treatment. You will act as a primary connection point for healthcare offices, operating within a secure, SOC 2-certified framework that emphasizes rigorous data protection. Throughout your tenure, you will receive guidance from a customer success manager to ensure you are fully equipped to excel in a dynamic virtual medical setting.

Requirements

• Demonstrate superior written and verbal English proficiency with a clear, neutral accent for professional engagement with U.S. patients and insurance carriers.
• Provide a minimum of two years of professional experience in appointment management and phone-based support within a virtual assistant or U.S. clinical setting.
• Possess expert-level knowledge of insurance terminology, including deductibles, network status, copays, and prior authorizations, as well as the ability to interpret Explanations of Benefits.
• Maintain a private, dedicated workspace with high-speed internet, a reliable backup internet source, a high-performance computer, and a noise-canceling headset.
• Commit to a full-time, 40-hour weekly schedule, Monday through Friday, from 8:00 AM to 5:00 PM PST, while upholding strict HIPAA compliance.

Responsibilities

• Perform live insurance eligibility verifications and detailed Benefit Verifications for all patients.
• Contact private and government insurance providers to confirm coverage, deductibles, and authorization needs, recording this information in the Electronic Medical Record system.
• Coordinate patient schedules by confirming, booking, and rescheduling appointments, and discuss expected out-of-pocket expenses with patients.
• Conduct audits of payments from payors, analyze Explanations of Benefits to spot adjudication errors, and research unpaid or misprocessed claims.
• Follow up on delayed or denied claims with insurance agents, maintain accurate patient records, process referrals, and manage email and voicemail correspondence to ensure efficient front-desk workflows.