Medical Virtual Assistant - Patient Access & Intake Operations

We are looking for a detail-oriented, healthcare-fluent Virtual Assistant with excellent communication skills to support patients during the earliest and most important parts of their care journey.

This role is ideal for someone who is exceptional in spoken and written English, organized under pressure, and comfortable working across phone calls, patient messaging, scheduling, documentation, and internal coordination. You will help ensure that patients are contacted quickly, prepared clearly, routed correctly, and supported warmly before their first visit.

Excellent communication skills are a must. You will be speaking and writing with patients every day, often when they are confused, anxious, delayed, frustrated, or missing key next steps. The right person can explain things clearly, warmly, and accurately in English while keeping patients calm and moving forward.

We strongly prefer candidates with pharmacy, medical, nursing, behavioral health, or other healthcare licensure or formal clinical training outside the United States. This is a non-clinical role, and you will not provide medical advice, diagnosis, or treatment. However, clinical fluency is a major advantage because you will help patients understand logistics, prepare for appointments, gather documentation, and route sensitive issues to the appropriate clinical team.

A major focus of this role may include supporting patients with ADHD-related intake needs. You should be comfortable learning our protocols, understanding documentation requirements, coordinating next steps, and helping patients feel prepared while staying firmly within a non-clinical scope.

Responsibilities and Deliverables

• Respond to new patient leads and booked patients quickly across phone, messaging, and internal systems
• Communicate with patients clearly, warmly, and professionally in both spoken and written English
• Provide a warm, professional patient welcome and help patients understand what to expect before their first appointment
• Explain next steps simply and accurately, especially when patients are confused, anxious, or missing required items
• Support appointment scheduling, rescheduling, intake completion, paperwork follow-up, and onboarding tasks
• Monitor patients who may have missing paperwork, insurance issues, pharmacy-related questions, documentation needs, or other blockers before care
• Help manage patient access workflows across self-serve signups, referrals, Zocdoc leads, and other inbound sources
• Support ADHD-related patient preparation, including helping patients understand required logistics, documentation, ROI steps, and appointment expectations
• Track and escalate patient concerns, refill or prescription coordination needs, prior authorization issues, and clinical questions to the appropriate team
• Accurately document patient interactions so that teammates and clinicians have clear context
• Follow scripts and SOPs while also noticing where workflows can be improved
• Help reduce delays in patient outreach by maintaining strong response times and consistent follow-through
• Identify recurring patient issues and share feedback with operations, product, and clinical teams
• Maintain a reliable, high-speed internet connection for smooth phone and messaging work
• Always aim to deliver the best possible experience for patients and families

You Will Be Successful If You Are

• Exceptional in spoken and written English communication
• Clear, warm, and confident on patient phone calls
• Able to explain next steps simply without sounding robotic, confusing, or dismissive
• Strong at documenting patient interactions clearly so teammates know exactly what happened
• Calm and professional when patients are frustrated, worried, delayed, or stuck
• Kind, patient, and empathetic in sensitive healthcare conversations
• Highly organized and able to manage many patient conversations without losing details
• Comfortable working in a fast-paced startup environment where processes may evolve quickly
• Comfortable using tools like Slack, Dialpad, Healthie, CRMs, EHRs, or similar platforms
• Able to partner closely with clinical teams while staying within a non-clinical role
• Curious, proactive, and willing to learn the details of our care model, provider workflows, and patient access process

Ideal Background and Skills

• 2+ years in healthcare operations, patient support, pharmacy support, medical administration, telehealth, call center, or similar work
• Strong English communication skills are required; candidates who are not comfortable with high-volume patient calls and written patient messaging will not be a fit
• Strong preference for candidates who are licensed or trained healthcare professionals outside the U.S., such as pharmacists, physicians, nurses, medical technologists, psychologists, or other healthcare professionals
• Pharmacy experience is especially valuable, including familiarity with prescriptions, refills, prior authorizations, controlled substance workflows, or medication-related patient questions
• Familiarity with behavioral health, psychiatry, ADHD care, telehealth, insurance, scheduling, referrals, or clinical documentation is highly preferred
• Experience supporting U.S.-based patients or U.S. healthcare workflows is a plus
• The most important qualifications are patient empathy, excellent communication, healthcare fluency, operational execution, and clear documentation

Important Note on Scope: This is a non-clinical operations role. You will not provide medical advice, diagnose patients, make treatment decisions, or practice under any medical or pharmacy license. Your role is to support patient logistics, documentation, coordination, and escalation so that patients receive timely and high-quality care from the appropriate clinical team.