Virtual Assistant - Patient Care & Appointment Coordinator (Dental)
South Africa
VA/EA – Operations /
Virtual Assistant / Full - Time /
Remote
Job Description
A multi-location dental implant specialty practice is seeking a dedicated Virtual Patient Care & Appointment Coordinator to manage high-volume inbound calls, patient scheduling, and administrative tasks. This role ensures every patient receives a professional, empathetic first impression while supporting the clinical team by handling routine and time-consuming tasks such as appointment coordination and insurance verification.
The Coordinator will work full-time, aligned to Pacific Standard Time (PST, e.g., 7:00 AM – 3:00 PM), fully integrated into the practice’s systems (VoIP, Google Workspace, EMR/dental software) and daily huddles via chat/video.
This is a long-term role with strong retention focus, beginning with a 2-month commitment, then month-to-month.
Must-Haves
- Excellent spoken English with warm, professional, patient-facing phone presence (“smile in the voice”)
- Full PST coverage (7:00 AM – 3:00 PM PST) with reliability and stable internet/work environment
- High-volume call handling experience; confident with VoIP systems and multi-line transfers
- Google Workspace proficiency (Gmail, Calendar, Sheets, Chat/Spaces)
- Scheduling accuracy and strong attention to detail
- Ability to collaborate live with on-site staff via chat and daily huddles
- Patient sensitivity & discretion; awareness of HIPAA/privacy principles
- Strong cultural fit: respectful, empathetic, “no-jerks-allowed” approach
Nice-to-Haves
- Prior dental or medical front office experience (terminology, treatment types)
- EMR/dental software familiarity
- Insurance verification exposure (benefits checks, eligibility, pre-auth tracking)
- Comfort using AI tools to draft emails, notes, or documentation
Core Responsibilities
- Answer and triage a large volume of inbound calls daily with professionalism and empathy
- Schedule and confirm appointments across multiple providers and locations
- Handle warm transfers, take accurate messages, and escalate urgent patient needs
- Support insurance verification tasks and maintain accurate patient data
- Update patient records and intake trackers in Google Sheets and EMR
- Participate in daily huddles and team chats for seamless coordination
- Draft clear, professional communications for patients and internal team
- Ensure patient interactions reflect the clinic’s values of professionalism, warmth, and respect
Tools & Environment
- VoIP phone system (forwarding, live call routing, warm transfers)
- Google Workspace (Chat/Spaces, Gmail, Calendar, Sheets)
- Clinic’s EMR/dental software (training provided)
- AI-assisted tools for transcription, note drafting, and workflow efficiency (optional)
$1,100 - $1,300 a month
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