US Medical Virtual Assistant
Location: El Cubo Center, Antigua
Status: Open Position
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
* Handles 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 Basic
* Minimum two years of customer service experience
* MUST be Bilingual in English and Spanish
* 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
* 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
* Experience Required: 2+ Years
* Position Type: Full Time
* Professional Level: Mid Level
* Language Requirement: C1 English or above
* Schedule: Monday-Friday
* Hours Per Week: 40
* Wage: Salaried
* Benefits: Competitive Pay & Vacation time
APPLICATION
Please provide us with your contact information and your CV/ resume. The file for your CV must be in PDF format and up to 2 MB.
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CV / Resume File
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