Medical Front Desk & Billing Assistant - RR-RAR

Job Post: Medical Front Desk & Billing Assistant

Position Code: RR-RAR

Position Type: Full-Time (40 hours per week)

Work Hours: 8 AM to 4 PM Hawaii Standard Time

Work Days: Monday – Friday

Salary: $5-$6 per hour, depending on experience

Position Overview

We are seeking a highly reliable and patient-focused Medical Front Desk and Billing Assistant to support a busy internal medicine practice during a staffing transition. This role serves as the primary virtual front desk, handling patient communication, appointment scheduling, insurance workflows, and gradually expanding billing support.

The ideal candidate has strong experience in medical front desk operations, is comfortable handling high call volumes, and communicates proactively with the provider. This position requires professionalism, empathy, accuracy, and the ability to work independently while staying aligned with daily priorities.

Scope of Responsibilities

1. Patient Communication & Front Desk Coverage (Primary Priority)

• Manage high-volume inbound and outbound phone calls and patient messages
• Serve as the first point of contact for patients with a friendly, professional, customer-service–focused approach
• Schedule, reschedule, confirm, and send reminders for appointments
• Accurately take patient messages and route them appropriately (no clinical decision-making)
• Take refill requests and forward them to the provider per established workflows
• Manage patient communication via phone, text/messaging, and email
• Ensure missed calls and voicemails are addressed promptly

2. Insurance & Prior Authorizations (Second Priority)

• Submit and track prior authorization requests
• Perform insurance verification as needed
• Follow up through insurance payer portals and escalate issues appropriately
• Clearly communicate insurance requirements, updates, and delays to patients
• Reduce provider interruptions by managing insurance coordination independently when appropriate

3. Billing Support (Secondary / Transition-Based)

• Support billing-related tasks as workflows stabilize, including:
• Claims follow-up
• Basic EOB review
• Denial follow-up
• Complete billing tasks during designated focus blocks to minimize interruptions and errors
• Help reduce reliance on the prior office manager as billing support transitions back to the practice

Note on Task Prioritization:
If billing work is actively in progress (claims, EOBs, denial follow-up), completing the billing task should generally take precedence over calls/messages unless there is an urgent patient issue.

4. Administrative Support

• Provide general administrative assistance to support daily practice operations
• Participate in short daily check-ins (5–10 minutes) with the provider to align priorities
• Proactively communicate workload constraints, questions, or urgent issues

Required Experience & Qualifications

• Strong experience in medical front desk operations
• Comfortable handling high call volumes and frequent patient interaction
• Experience with appointment scheduling, insurance verification, prior authorizations, and basic billing support
• Ability to work independently while communicating proactively with the provider
• No clinical decision-making is expected

Tools & Systems

• RingCentral (VoIP phone system)
• Email and scheduling tools integrated with eClinicalWorks (eCW)
• Insurance portals for prior authorizations and claims follow-up

Key Performance Indicators (KPIs)

• Patient calls and messages handled promptly and professionally
• Appointments scheduled accurately
• Prior authorizations and insurance tasks completed without delays
• Billing tasks supported without backlog growth
• Clear, proactive communication with the provider

Must-Haves

• Friendly, professional, patient-focused demeanor
• Respectful communication with patients and staff (rudeness is not acceptable)
• Comfortable asking questions and communicating proactively
• Strong written and spoken English

Basic Requirements

• Relevant medical administrative work experience
• Must be proficient in English (spoken and written)
• Must be able to submit an NBI Clearance and/or Local Police Clearance prior to onboarding (mandatory)
• Must be available for video meetings with camera on
• Must have no other clients during required work hours

Technical Requirements

• Device: Reliable laptop or desktop computer
• Internet: High-speed connection (minimum 15 Mbps)
• Audio: Noise-canceling headset
• Video: Webcam for virtual meetings
• Workspace: Quiet, professional work environment

Work Culture & Expectations

The practice values a friendly, patient-centered, and approachable communication style. This role supports a long-term patient population and requires calm, polite, professional, and proactive communication. The provider values collaboration, short daily check-ins, and transparency as responsibilities evolve over time.

• Dedicated HR & Contractor Support Team: Access to world-class support for questions, guidance, contract matters, and client communication.
• Premium VPN Access (Optional): A secure VPN license can be provided upon request to enhance privacy and security for client-related tasks.
• HIPAA & Cybersecurity Training + Certification (Provided): Access to our internal HIPAA compliance training, cybersecurity modules, and certification to help you confidently handle PHI for U.S. healthcare clients.
• Top 1% VA Performance Training: Access to our proprietary training on communication, client management, productivity systems, and best practices to help you become a top-performing VA and increase long-term client retention.
• Client-Approved U.S. Holidays: Contractors may take U.S. holidays off according to the client’s needs and schedule.
• Client-Approved Paid or Unpaid Time Off: Time off may be granted by your client. Paid time off is optional and only if offered by the client.
• Access to Tools & Resources: Templates, workflow guides, productivity tools, and client-specific SOP support to help you perform at your best.
• Optional Performance-Based Incentives: Some clients may offer bonuses, incentives, or increased hours based on your performance.

These are optional resources and client-approved allowances available to you as an independent contractor. Any resources, trainings, or allowances listed are optional contractor perks and not employee benefits.