Patient Communication
⢠Professionally answer incoming telephone calls using AVIA's approved greeting.
⢠Return patient voicemail messages promptly.
⢠Respond to patient emails and administrative inquiries.
⢠Assist patients with general questions regarding services, appointments, and office procedures.
⢠Provide exceptional customer service while maintaining patient confidentiality.
⢠Escalate urgent patient concerns to the provider immediately.
Appointment & Calendar Management
⢠Schedule new psychiatric evaluations.
⢠Schedule follow-up appointments.
⢠Manage appointment cancelations and rescheduling.
⢠Confirm upcoming appointments.
⢠Send appointment reminders.
⢠Maintain provider calendar and scheduling accuracy.
Patient Intake & Registration
⢠Assist patients with completing online registration and intake paperwork.
⢠Ensure all required documents are completed before appointments.
⢠Help patients navigate the patient portal and website.
⢠Assist patients experiencing technical difficulties.
⢠Maintain accurate patient demographic information.
Referral Coordination
⢠Receive referrals from providers, hospitals, therapists, and community partners.
⢠Contact referred patients to schedule appointments.
⢠Obtain referral documentation and medical records.
⢠Coordinate communication with referring offices.
⢠Maintain referral tracking logs.
Insurance & Billing Support
⢠Verify patient insurance eligibility.
⢠Follow up on denied insurance claims.
⢠Contact insurance companies to determine reasons for claim denials.
⢠Obtain information necessary for billing corrections and claim resubmissions.
⢠Track outstanding billing issues.
⢠Assist with prior authorization requests when appropriate.
Administrative Support
⢠Monitor office email inbox.
⢠Maintain electronic patient records.
⢠Organize electronic documents.
⢠Assist with credentialing paperwork and provider enrollment.
⢠Maintain office spreadsheets and tracking logs.
⢠Assist with preparing reports and administrative projects.
⢠Maintain confidentiality of all patient information.
Marketing & Business Development Support
⢠Assist with physician outreach and referral relationship management.
⢠Maintain referral databases. -Coordinate brochure mailings and networking materials.
⢠Assist with website updates (if trained).
⢠Assist with social media scheduling and marketing projects.
⢠Help support community outreach initiatives.
Crisis Response Responsibilities
The Virtual Medical Administrative Assistant is not expected to provide clinical care. If a patient expresses suicidal thoughts, homicidal thoughts, severe emotional distress, or another psychiatric emergency, the assistant will:
⢠Remain calm and professional.
⢠Keep the caller engaged while following AVIA's Crisis Escalation Protocol.
⢠Encourage immediate contact with 988 or the nearest Emergency Department when appropriate.
⢠Notify the provider
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