Medical Virtual Assistant | HIPAA-Certified | Patient Support | EMR/EHR | Insuran

Handle high-volume inbound/outbound calls, chats, or emails for technical support inquiries Troubleshoot issues related to: Software applications and operating systems Internet connectivity and network problems Hardware devices and peripherals Guide customers through step-by-step solutions and system navigation Document issues, resolutions, and interactions accurately in ticketing systems Escalate complex or unresolved issues to higher-level support teams Perform remote diagnostics and system checks when applicable Educate customers on product features, usage, and preventive maintenance Meet performance metrics such as AHT, CSAT, FCR, and resolution time Maintain compliance with company policies and data security standards

Reviewed patient insurance coverage and verify eligibility for services requiring prior authorization. Submitted authorization requests via payer portals, fax, or phone, ensuring all required clinical documentation is accurate and complete. Coordinated with providers and clinical staff to obtain necessary medical records supporting medical necessity. Conducted timely follow-ups with insurance companies to track authorization status and prevent delays in patient care. Communicated approval, denial, and pending updates to providers, staff, and patients. Managed and maintain accurate records in EMR/EHR systems (e.g., Epic, Athenahealth, Kareo). Handled denied requests by gathering additional documentation and submitting appeals as needed. Ensure compliance with HIPAA regulations and payer-specific requirements. Prioritize high-volume requests, including urgent and time-sensitive cases, to meet deadlines.

Managed 50–80+ daily inbound/outbound calls, emails, and chats related to healthcare inquiries Verified patient information, insurance eligibility, and benefits (Medicare, Medicaid, commercial plans) Assisted patients and providers with: *Appointment scheduling and rescheduling *Billing inquiries and payment processing *Claims status and coverage questions Navigated payer portals and EMR/EHR systems to access and update patient records Documented all interactions accurately in CRM or healthcare systems Escalated complex cases to appropriate departments (billing, authorizations, clinical teams) Ensure compliance with HIPAA and data privacy standards Meet KPIs such as AHT, CSAT, quality scores, and first-call resolution Maintained professionalism and empathy when handling sensitive patient concerns