GoLean Health

Executive Assistant

• Handle inbound and outbound phone calls, check voicemails, and accurately triage messages.
• Manage the clinic calendar, schedule new and recurring patient appointments, coordinate specialized surgery scheduling, and process medical referrals received via fax from other doctors' offices.
• Conduct thorough insurance verification of coverage, process prior authorizations for medications and medical procedures, and securely collect patient payments.
• Sort, filter, and act on emails from patients and providers while processing inbound and outbound faxes.
• Provide prompt, proactive, real-time updates to the in-clinic team regarding immediate scheduling changes (e.g., notifying them if a patient is running late or needs to reschedule).

Virtual Medical Assistant

• Handle inbound and outbound phone calls, check voicemails, and accurately triage messages.
• Manage the clinic calendar, schedule new and recurring patient appointments, coordinate specialized surgery scheduling.
• Conduct thorough insurance verification of coverage, process prior authorizations for medications and medical procedures, and securely collect patient payments.
• Sort, filter, and act on emails from patients and providers while processing inbound and outbound faxes.
• Provide prompt, proactive, real-time updates to the in-clinic team regarding immediate scheduling changes.

Virtual Medical Assistant, VMA

• Attend telemedicine visits and document the provider-patient discussion accurately in the electronic medical record.
• Enter relevant information such as the patient's main concern, medical history, medications, diagnoses, treatment plans, and provider instructions.
• Complete documentation promptly and move finished charts through the clinic's established review and completion workflow.
• Prepare patient charts before appointments by reviewing previous notes, medications, laboratory results, referrals, and relevant medical history.
• Identify missing information, pending results, incomplete documents, or authorization concerns that may affect the upcoming visit.
• Communicate important chart updates or outstanding tasks to the provider and clinic team before the appointment.
• Enter laboratory orders, select the appropriate laboratory facility, and connect orders with the correct diagnosis information based on provider instructions.
• Process prior authorization requests for medications, procedures, or services and follow up with insurance companies when additional information is required.
• Apply for referral authorizations when needed and ensure all required documents are completed before closing the chart.
• Translate between English and Spanish during patient interactions, telemedicine visits, phone calls, and follow-up communications.
• Clearly communicate provider instructions, appointment information, authorization updates, and next steps to Spanish-speaking patients.
• Assist with patient scheduling, follow-up appointments, referral coordination, laboratory instructions, and general patient inquiries.
• Handle phone responsibilities when not actively scribing, including an average of approximately 40 calls per day when coverage is needed.
• Provide backup administrative support and keep the clinic team informed regarding urgent concerns, incomplete tasks, and patient follow-ups.

Bilingual Medical Virtual Assistant – Live Medical Scribe

• Gather required patient, insurance, and clinical information for authorization requests.
• Submit prior authorizations through payer portals, phone, fax, or other approved methods.
• Track pending requests, follow up with insurance companies, and escalate delays or denials.
• Review refill requests received through calls, messages, and telephone encounters.
• Confirm required information and route requests to the appropriate provider for approval.
• Follow up on pending requests and communicate status updates to patients.
• Schedule, reschedule, and confirm appointments for new and existing patients.
• Answer and return calls related to appointments, refills, referrals, and authorizations.
• Contact patients for follow-up, missing information, or appointment coordination.
• Review voicemail, AI-generated messages, and assigned telephone encounters in eClinicalWorks.
• Respond to routine requests or route them to the appropriate clinic team member.
• Monitor open messages to ensure they are completed, documented, or escalated promptly.
• Review assigned returned, rejected, or pending claims.
• Submit requested medical records, corrected information, or supporting documentation.
• Assist with straightforward claim resubmissions, basic appeals, and payer follow-up.
• Document patient, provider, and insurance communication accurately in the appropriate system.
• Maintain clear notes regarding completed tasks, pending actions, and follow-up dates.
• Escalate urgent, clinical, or complex concerns to the provider or office manager.
• Work closely with the existing virtual assistant, providers, and onsite clinic staff.
• Provide updates on assigned, pending, and completed responsibilities.
• Support additional administrative tasks as clinic workflows and operational needs evolve.

Medical Virtual Assistant – Refills, Scheduling, Authorizations

Administrative Assistant

• Handle inbound phone calls via the VoIP system
• Screen out distractions and routine inquiries
• Monitor and triage incoming text messages and platform chats
• Respond to basic questions, coordinate scheduling, and notify in-house team when an issue requires local escalation
• Review and prioritize voicemails
• Utilize project management software to track patient journeys
• Input care plan details into the electronic medical records system
• Pre-fill out reassessment forms using existing patient data
• Verify new patient onboarding documentation
• Consistently encourage and track completion of digital intake paperwork by patients
• Follow up on patient cases by connecting with attorneys via phone or email
• Monitor and log leads generated through SEO and external digital marketing platforms

Virtual Medical Assistant – Administrative, Receptionist

• Answer inbound patient calls professionally and return missed calls or voicemails promptly.
• Gather accurate patient information and determine the appropriate next action.
• Escalate urgent or clinical concerns appropriately while maintaining a confident and courteous phone presence.
• Create to-do tasks in Practice Plus / Nextech for refill requests, patient concerns, and administrative follow-ups.
• Route messages accurately to the physician, technician, or appropriate team member.
• Monitor pending requests to ensure no patient concern is missed or left unresolved.
• Assist new and established patients with appointment requests using the clinic's approved workflow.
• Complete required triage steps before scheduling patients who require physician review.
• Schedule or reschedule appointments accurately based on approved instructions and urgency guidance.
• Send appointment reminder texts using approved clinic scripts through Reach UC.
• Handle scheduling-related communication professionally and clearly.
• Communicate clearly with the clinic team through Microsoft Teams regarding breaks, updates, and pending items.
• Submit a daily end-of-day report summarizing completed tasks, unresolved concerns, and escalations.

Virtual Medical Assistant – Ophthalmology Front Desk, Insurance Support

• Medication & Refill Management: Process, validate, and route prescription refill requests, communicate refill outcomes, track and manage refill queues in Athena, reconcile refill items, and maintain CoverMyMeds.
• Prior Authorization & Appeals: Submit and track prior authorizations, follow up on pending authorizations, coordinate with providers, and document updates in Athena.
• Claims Processing & Insurance Follow-Up: Assist with claims processing, review claim statuses, document updates and concerns, and support team organization.
• Patient Communication: Conduct outbound calls, respond to inquiries, document concerns, and schedule appointments.
• Clinical Coordination: Upload and organize clinical documents, notify providers of urgent symptoms, and request lab results.
• Administrative Support: Maintain documentation, report system issues, and organize tasks efficiently.

Medical Virtual Assistant, Outbound Calls, Prior Authorization, Claims Support

• Verify patient insurance after the patient checks in, typically around 15 minutes after the scheduled appointment time
• Ensure all insurance information is accurate, updated, and properly documented
• Review denied claims, identify denial reasons, and assist with claim reprocessing
• Track issues, follow up on missing information, and help prevent repeat claim errors
• Review and process Explanation of Benefits documents
• Help organize, validate, and clear EOB backlogs while ensuring billing and insurance documentation is accurate
• Review outstanding insurance balances and patient account issues
• Track unresolved balances, identify the source of the issue, and coordinate next steps for resolution
• Support claims-related workflows, including Cigna and Veterans Affairs claims
• Ensure claims are reviewed, tracked, and escalated when necessary
• Assist with vendor payment coordination, including check payments when needed
• Ensure payment-related tasks are completed accurately and on time
• Monitor SOAP note completion, accuracy, and compliance
• Track missing, incomplete, or delayed documentation and communicate concerns appropriately
• Track missed appointments, canceled appointments, and scheduling trends
• Identify patterns that may affect clinic revenue, patient flow, or provider productivity
• Prepare reports on outstanding balances, missed appointments, canceled appointments, EOB backlog, denied claims, and other operational metrics
• Support smooth communication between the provider, care team, and administrative staff
• Proactively identify workflow gaps, billing concerns, documentation delays, scheduling issues, and patient account problems
• Recommend practical solutions to improve clinic efficiency

Executive Virtual Medical Assistant

• Answer incoming calls and respond to patient inquiries professionally
• Schedule consultations, procedures, and follow-up appointments
• Coordinate surgery schedules with operating rooms and hospitals
• Confirm that patients complete the required pre-operative and post-operative visits
• Explain general pricing, balances, and available payment arrangements confidently
• Maintain a warm and reassuring approach when assisting patients
• Process insurance prior authorizations
• Complete and submit medical claim forms using CPT and ICD-10 codes provided in the patient notes
• Follow up on outstanding claims, balances, and required documentation
• Collect patient balances and document payment conversations accurately
• Maintain organized and up-to-date patient records
• Monitor and respond promptly to time-sensitive emails from hospitals, operating rooms, and post-operative patients
• Identify urgent concerns and escalate them to the appropriate clinical team member
• Assist with physician scribing and patient note management when needed
• Protect patient confidentiality and follow established practice procedures

Medical Virtual Assistant, Patient Care Coordinator

• Provide live medical scribing support during telemedicine visits
• Help keep charts updated, organized, and ready for provider review
• Assist with chart preparation before appointments by reviewing notes, labs, medications, and relevant patient history
• Enter key clinical details into the EMR, including main concern, diagnosis context, and medication information
• Support lab ordering workflows , including selecting the correct lab facility, attaching diagnosis codes, and helping ensure orders are complete
• Assist with reviewing referrals, authorizations, and supporting documents before patient visits
• Handle prior authorizations as part of the clinic's daily workflow
• Provide Spanish-English bilingual support , including real-time translation during patient interactions when needed
• Help support patient coordination and scheduling workflows
• Handle an average of 40 calls per day when not actively scribing
• Step in for backup phone and admin support when in-office staff need coverage
• Communicate clearly with the clinic team regarding urgent updates, follow-ups, and task status
• Maintain high standards for confidentiality, HIPAA compliance, and documentation accuracy

• Answer inbound patient calls professionally and promptly
• Respond to patient texts, voicemails, emails, and fax-related messages
• Schedule new patient appointments and collect complete intake information
• Confirm, cancel, and reschedule existing patient appointments
• Prioritize new patient inquiries and referral opportunities
• Follow up on missed calls, inactive patients, and rescheduling needs
• Help convert patient inquiries into booked appointments
• Maintain accurate scheduling notes and communication records
• Coordinate with clinic staff to help protect provider schedules
• De-escalate patient concerns involving scheduling, billing confusion, or insurance questions
• Support communication workflows using Weave and MacPractice
• Follow HIPAA and patient privacy standards at all times

Medical Virtual Assistant – Patient Care Specialist

• Answer patient calls professionally and warmly
• Return voicemails and follow up with patient inquiries
• Maintain accurate call logs and patient intake notes
• Assist with scheduling preparation and appointment coordination
• Request and organize medical records, imaging reports, and referral documents
• Support prior authorization tasks when applicable
• Escalate complex patient, insurance, or clinical concerns appropriately
• Help maintain simple workflows and administrative trackers

Medical Virtual Assistant – Receptionist

• Manage patient calls, emails, portal messages, website inquiries, missed calls, and voicemails
• Provide warm, polished, and professional communication for concierge patients
• Schedule telehealth, concierge, mobile, and follow-up appointments
• Manage the provider's calendar and help protect blocked time, travel time, and personal commitments
• Support new patient intake, onboarding, and follow-up tracking
• Verify insurance eligibility and assist with prior authorization tasks when needed
• Follow up with warm leads, former patients, referrals, and marketing inquiries
• Maintain a lead tracker for outreach, responses, next steps, and conversion status
• Queue prescription or refill requests in the EMR for provider review
• Use or learn PracticeQ for scheduling, records, and documentation support
• Input historical paper chart information into the EMR
• Identify workflow gaps and recommend simple process improvements
• Provide regular updates on completed tasks, pending items, and patient follow-ups

Virtual Medical Assistant

Virtual Medical Assistant, VMA

Bilingual Medical Virtual Assistant – Live Medical Scribe

Medical Virtual Assistant – Refills, Scheduling, Authorizations

Virtual Medical Assistant – Administrative, Receptionist

Virtual Medical Assistant – Ophthalmology Front Desk, Insurance Support

Medical Virtual Assistant, Outbound Calls, Prior Authorization, Claims Support

Executive Virtual Medical Assistant

Medical Virtual Assistant, Patient Care Coordinator

Bilingual Medical Virtual Assistant – Live Medical Scribe

Medical Virtual Assistant – Patient Care Specialist

Medical Virtual Assistant – Receptionist

Medical Virtual Assistant – Concierge Medicine, Telehealth