Virtual Assistant (Healthcare)

Virtual Assistant For Clinical Operations

We are seeking a highly organized, detail-oriented, and proactive Virtual Assistant to join our client's Clinical Operations team. In this role, you will collaborate closely with team members to ensure seamless service operations for customers as they progress through their health journeys. You will oversee key processes such as lab testing, advanced diagnostics, clinician consultations, and overall health navigation support. The ideal candidate thrives in a fast-paced environment, demonstrates a strong sense of ownership, and takes initiative to deliver exceptional support.

Job Responsibilities

Member Support

• System and Workflow Oversight: Develop a thorough understanding of systems and platforms to provide exceptional service. Monitor workflows to ensure automated processes are triggered and synced correctly.
• Appointment Management: Book, track, and manage member appointments with clinical partners, ensuring a seamless experience. Address and resolve member issues promptly.
• Member Engagement: Monitor and enhance the member experience, ensuring they feel supported throughout their health journey.
• Database Updates: Maintain accurate and up-to-date records of member progress and status across baseline services.
• Real-Time Issue Resolution: Ensure at-home and in-lab appointments are completed without issues, providing real-time support when needed.
• Chat Support: Serve as the first point of contact for member inquiries, responding promptly or delegating to the appropriate stakeholder as necessary.

Clinical Partner Coordination

• Assist in managing relationships with clinical vendors and updating SOPs to enhance the member experience.
• Identify, document, and report issues with third-party laboratory partners.
• Audit laboratory bills (e.g., Getlabs, Labcorp) to ensure accuracy against internal data.

Operations and Problem Solving

• Collaborate with the Operations and Clinical teams to address and resolve issues on time.
• Proactively support members with administrative, operational, and baseline health concerns.
• Identify, document, and report operational, engineering, or customer support challenges.
• Attend weekly stakeholder meetings to advocate for members and propose improvements to the overall experience.
• Track and analyze member experience metrics to identify opportunities for improvement and measure the impact of interventions.