Medical Call Centre Agent VA
A medical call centre agent who handles patient calls for your practice or health service: scheduling, triage routing, results callbacks, billing questions and follow-ups, all logged in your systems. Patients reach a knowledgeable person quickly and nothing falls through the gaps.
- Top 1% vetted talent
- No lock-in contracts
- Replacement guarantee
Get an Instant Quote for Medical Call Centre Agent VA Hire
Hourly rates · No lock-in contracts
Description
A Medical Call Centre Agent VA handles patient calls for a healthcare practice or service, including scheduling, routing clinical questions, refill requests, results calls, billing enquiries and outbound follow-ups. They can document each interaction in the appropriate system while following privacy and verification procedures. Outsource Teams provides top 1% vetted talent with healthcare call-centre experience, no lock-in contracts and a replacement guarantee.
Responsibilities
- Answer inbound patient calls within the agreed service level, verifying identity before discussing any health information.
- Schedule, reschedule and cancel appointments across multiple providers and locations in the practice's scheduling system.
- Route clinical questions and symptom calls to the nurse line or provider using the practice's triage protocol, and escalate emergencies immediately.
- Handle prescription refill requests, referral status queries and results-release calls according to the practice's procedures.
- Make outbound calls for appointment reminders, recall campaigns, pre-visit instructions and patient satisfaction follow-ups.
- Answer basic billing and insurance questions and warm-transfer complex ones to the billing team.
- Document every call accurately in the EHR or CRM with the correct call type, outcome and follow-up task.
- Meet quality, handle-time and first-call-resolution targets and take part in call monitoring reviews.
- Keep call scripts, FAQs and provider schedules current and share recurring patient issues with the practice manager.
- Maintain HIPAA and patient-privacy compliance on every call and record.
Software & Tools
Requirements
- At least 5 years of call centre or patient-services experience, with a minimum of 2 years in a healthcare setting.
- Familiar with EHR scheduling modules such as Epic Cadence, athenahealth, eClinicalWorks or NextGen, and with contact centre platforms like Genesys, Five9, RingCentral or Talkdesk.
- Understands medical terminology, appointment types and common insurance questions well enough to help without escalating everything.
- Clear, neutral-accented spoken English and a calm, empathetic manner with distressed or frustrated callers.
- Fast, accurate call documentation and comfort managing several systems at once.
- HIPAA training completed and a strong grasp of what may be disclosed over the phone.
- A quiet, private workspace with reliable high-speed internet, backup power and a quality headset, working the client's call centre hours.
Frequently Asked Questions
What types of calls can they handle?
They can manage appointment requests, refill enquiries, referral status questions, results calls, basic billing questions and outbound reminder campaigns.
How are clinical questions handled?
Clinical questions and symptom calls are routed according to the practice's triage protocol, with emergencies escalated immediately.
What systems can they use?
They can work with Five9, RingCentral, Epic, Zendesk and Salesforce Health Cloud.
How experienced are the candidates?
Candidates are expected to have at least five years of call centre or patient-services experience, including at least two years in healthcare.
How much does it cost?
Rates are listed in USD at $7 per hour for entry-level talent, $9 per hour for intermediate and $12 per hour for senior talent. Both full-time and part-time options are available.
Outsource Your Next Hire With Confidence
Scale your business faster with our vetted assistants from the Philippines. Start your free one week trial today and experience the difference.