US Medical Virtual Assistant

Location: El Cubo Center, Antigua
Status:

OPEN

About avanmed

Avanmed came to fruition in 2017 after co-founders Johann and Pablo, both with extensive careers in various sectors of the healthcare space, noticed doctors and practices failing to attain new patients. The lack of patient acquisition had nothing to do with the doctor or the services they provided but rather an inability to reach the right patients through the right channels. The digital landscape is complex and changes quickly. With 20+ combined years in the healthcare space, we know how to best support doctors and medical entrepreneurs. That’s why our clients trust us to help them grow and manage their medical practice.

Job Details:

We are seeking a new US Medical Virtual Assistant to join our team. The bilingual representative represents avanmed’s clients  by addressing incoming telephone or digital inquiries from avanmed’s client patient population contacting on new and returning appointments, benefits, pricing, PCP changes, authorizations, pharmacy, pre-op and post-op follow-ups, plus more.

 

Please note that while this person will be providing virtual support to US healthcare professionals, they are required to work full time in the avanmed office in Antigua, Guatemala.

Job Description:

The US Medical Virtual Assistant should strive to provide a resolution *or* a pathway to a resolution on each call, while still upholding our excellence level and delivering exceptional customer service every day. These simple customer service principles are foundational in everything we do and apply not only to the people we serve, but to our internal teammates, as well.

Job Role/ Responsibilities:

The Bilingual US Medical Virtual Assistant performs varied activities and moderately complex administrative, operational, and customer support assignments; inputting detailed data in various systems while typically working on semi-routine assignments and phone calls.  The US Medical Virtual Assistant addresses member needs which may include complex benefit questions, resolving issues, educating members, and delivering best-in-class member experiences.

    • Handles 40-50 inbound calls daily from members in a fast-paced inbound call center environment and, at times, back-to-back phone calls.
    • Documents accurate details of inquiries, comments or complaints, transactions or interactions and records all actions taken in accordance to the request or questions being asked.
    • Works within defined parameters to identify work expectations and quality standards, but has some latitude over prioritization/timing, and works under minimal direction.
    • Follows standard policies/practices that allow for some opportunity for interpretation/deviation and/or independent discretion.
    • Participates in daily team chats, accesses a knowledge-based database (Mentor) on every call, and reads emails daily to stay on top of alerts, trainings, and all Medicaid updates/changes.

Qualifications:

  • Minimum two years of customer service experience
  • MUST be Bilingual in English and Spanish (see Additional Information below)
  • Demonstrated experience with providing exceptional customer service and attention to detail while listening on calls.
  • Prior experience managing multiple or competing priorities, including using multiple computer applications simultaneously.
  • Prior experience effectively communicating with customers verbally and listening to their needs.
  • Accurate and complete documentation of member needs, inquiries, or questions during calls within multiple systems
  • Proficiency with Microsoft Office applications Word and Excel a must

 

Preferred Qualifications:

  • Associate’s or Bachelor’s Degree
  • Prior inbound call center or related customer service experience
  • Prior understanding and awareness of Contact Center metrics and goals
  • Prior healthcare experience, in particular: EMR Systems, Appt Booking, Medicaid Insurance & Billing  Plans
  • Communication software such as Zendesk

APPLICATION

If you have any problems submitting your application, please email your CV/ resume and information to careers@avanmed.com.