Receptionist and Insurance Verification - Prompt EMR

Location: Philippines We are seeking an intelligent, proactive, and exceptionally articulate Virtual Medical Administrative Specialist & Insurance Verification (VOB) Lead to support our growing healthcare practice. In this key patient-facing and operational role, you will manage incoming patient communications, execute new patient Verification of Benefits (VOBs), navigate multi-system workflows ( SimplePractice, Prompt EMR, Spruce, and GoHighLevel ), and assist in refining practice SOPs. Because this role involves direct live phone communication with patients and insurance payors, elite, accent-neutral, and natural spoken/written English fluency is an absolute, non-negotiable requirement . You must be able to hold unscripted, professional phone conversations with warmth, empathy, and high listening comprehension while managing multi-software administrative tasks independently. Working Environment & Core Schedule Role Title: Virtual Medical Administrative Specialist & Insurance Verification Lead Status: Full-Time (40 Hours / Week) Schedule: Monday – Friday, between 8:00 AM – 6:30 PM CST (Central Standard Time) Core Technology Stack: SimplePractice EMR (transitioning to Prompt EMR ) , Spruce (HIPAA Phone/Messaging), GoHighLevel (CRM/Leads), Email/Office Suite Primary Scope: Existing Patient Support & Phone Management, New Patient VOB Completion, EMR System Transition & SOP Optimization Top 3 Daily Tasks Existing Patient Phone Support & Communication: Manage incoming calls and HIPAA-compliant Spruce text messaging for existing patients, assisting with scheduling, chart updates, and patient requests with accent-neutral English clarity. New Patient Insurance Verifications (VOBs): Perform end-to-end insurance benefit verifications for all new patient appointments and support the New Patient Coordinator by sending completed coverage details directly to patients. Multi-System EMR Navigation & Workflow Organization: Maintain accurate documentation, manage referral coordination, update lead pipelines in GoHighLevel, and follow established SOPs across SimplePractice and Prompt EMR. Core Responsibilities Patient Communication & Support (~40%) Answer incoming calls and messages via Spruce , addressing patient questions, moving/rescheduling appointments, and providing exceptional customer service without relying on strict scripts. Handle general administrative requests, email inquiries, and referral tracking to ensure smooth communication across the care team. Maintain clear written records of all patient interactions to ensure continuity when multiple staff members view the same chart. Insurance Verification of Benefits (VOBs) (~35%) Contact commercial and government insurance carriers to verify benefit coverage, copays, deductibles, and pre-authorization requirements for all new patient appointments . Document and compile structured VOB summaries for the New Patient Coordinator and deliver clear benefit explanations to patients prior to their first visit. Note: This role focuses strictly on initial/new patient VOBs (routine reverifications for existing patients are handled separately). EMR Navigation & Systems Operations (~25%) Operate within SimplePractice and assist with the platform migration to Prompt EMR , maintaining clean patient charts and organized digital records. Manage lead intake and patient follow-up workflows inside GoHighLevel . Adhere strictly to practice SOPs while identifying opportunities to streamline administrative workflows and improve practice efficiency. Requirements Elite English Communication (Verbal & Written): Flawless, highly natural, accent-neutral spoken English with outstanding listening comprehension, phone demeanor, and professional written communication skills. Insurance Verification (VOB) Experience: Demonstrated experience completing real-time insurance benefit verifications, checking deductibles/copays, and dealing directly with U.S. insurance representatives over the phone. EMR / Systems Literacy: Direct experience using SimplePractice or Prompt EMR (or comparable healthcare EMR systems), with the technical capability to manage multi-software workflows ( Spruce, GoHighLevel ). Medical Office Background: 2+ years of experience as a Medical Virtual Assistant or Front-Office Specialist with solid knowledge of U.S. medical terminology and HIPAA guidelines. Proactive Problem Solver: Ability to navigate unscripted patient calls, handle challenging situations with patience and composure, and work independently. Schedule Availability: Full availability to work 40 hours per week within Monday through Friday, 8:00 AM – 6:30 PM CST . HIPAA WFH Workspace: Private, quiet home office with a lockable door, high-performance PC/Mac, high-speed primary internet, backup internet/power solutions, and a noise-canceling headset. Ideal Candidate Profile You are an articulate, tech-savvy medical VA who takes pride in providing an outstanding patient experience over the phone. You pick up EMR software quickly, navigate insurance verification calls with confidence and accuracy, and keep practice communications organized across Spruce, GoHighLevel, and Prompt.