Job Overview

We are seeking a highly skilled, detail-oriented Healthcare Support Specialist with a C1 English proficiency level to join our growing medical operations team. This role is designed for experienced healthcare contact center professionals who possess strong foundational knowledge in specialized medical workflows.

While experience in a single core healthcare profile is strictly required, we are highly targeting versatile assets who are pre-trained or cross-trained in dual-profile configurations to ensure seamless patient communication, precise documentation, and efficient clinical workflow management.

Required Profile Configurations

• Core Requirement: Candidates must possess active, verifiable experience or pre-training in at least one of the following core healthcare profiles:

  • Virtual Front Desk (VFD) / Call Center

  • Medical Records (MR)

  • Referral Management

• Dual-Profile Asset (Highly Preferred / Optional): Having pre-training or experience in a combination of two of these profiles (e.g., VFD + MR, VFD + Referral, or MR + Referral) is highly advantageous and will give your application strong priority.

Key Responsibilities (Depending on Profile Match)

• Patient Communication & Scheduling (VFD / Call Center):

  • Manage high-volume patient and office communications across various web-based platforms.

  • Respond to new patient inquiries, schedule appointments via electronic medical platforms (e.g., AdvancedMD), and proactively manage “No Show” reschedules.

  • Conduct rigorous follow-ups to ensure all necessary electronic registration paperwork is completed and received prior to the patient’s appointment date.

  • Ensure every patient seen has a scheduled follow-up appointment for the subsequent month.

• Medical Records Management (MR):

  • Accurately input, update, and maintain electronic medical records (EMR/EHR) with strict adherence to data integrity.

  • Organize clinical documentation, audit patient charts, and securely retrieve health records as requested by medical staff.

  • Manage compliance, documentation standards, and data confidentiality at all times.

• Referral Coordination (Referral):

  • Process, track, and manage incoming and outgoing patient referrals, obtaining clinical authorizations as required by specific networks.

  • Act as the core liaison between primary care providers, specialists, and patients to streamline the care continuum.

  • Follow up on pending referral documentation to eliminate delays in patient care.

Qualifications & Skills

• Language Proficiency: Advanced English Level (C1 CEFR) is strictly required. Candidates must demonstrate exceptional verbal and written communication skills, fluid conversational capacity, and the professional etiquette necessary to handle interactions with US-based patients and medical staff.

• Experience: Minimum of 1–2 years of experience in a healthcare BPO, contact center, or medical office environment.

• Platform Expertise: Prior hands-on experience with medical scheduling, billing, or communication platforms (experience with AdvancedMD or specialized healthcare portals is a massive plus).

• Compliance & Workflow: Strong foundational knowledge of medical administrative workflows, document collection, and data privacy regulations.

• Skills: Excellent multitasking, high organizational ability for tracking paperwork deadlines, and strong problem-solving skills to manage patient escalation or “No Show” recovery.