Bilingual Front Desk & Intake Virtual Medical Assistant

Bilingual Front Desk & Intake Virtual Medical Assistant     Remote | Behavioral Health | 40 hours/week |  11:00 AM to 7:00 PM US Central Time
$6.5/hour + 3rd month performance review

Role Overview    We are looking for an experienced  Bilingual Front Desk & Intake Virtual Medical Assistant  to support a long-established, nonprofit behavioral health organization in the United States.
The clinic supports approximately 150 active clients at capacity across therapists, a psychologist, and clinical interns. Because the organization serves individuals and families seeking behavioral health services, the front desk plays an important role in creating a compassionate, organized, and efficient experience from the first inquiry through enrollment and scheduling.
You will serve as one of the clinic's primary front-facing team members, handling patient and family inquiries, conducting initial intake activities, assisting with paperwork and patient portal navigation, evaluating basic eligibility information, and coordinating appointments.
This role requires someone who can combine  empathy with structure . Callers may be experiencing difficult or emotional situations and may share sensitive personal information. You must be able to acknowledge their concerns compassionately while keeping the conversation focused on the information and steps necessary to move them toward care.

Key Responsibilities     Front Desk & Patient Communication      Answer and manage incoming patient and family calls professionally in both English and Spanish.

Respond to inquiries received through phone calls, voicemails, online forms, emails, and other clinic communication channels.

Communicate with warmth and empathy while keeping convoversations focused, efficient, and directed toward the appropriate next step.

Intake, Eligibility & Financial Screening
Conduct initial telephone screenings, gather essential patient or parent information, and identify whether the patient will use commercial insurance, Medicaid, self-pay, or available nonprofit financial assistance programs.

Explain the clinic's intake process, guide patients through required forms, patient portal access, and supporting documentation, and perform initial financial eligibility screening based on clinic procedures.

Identify incomplete intake, insurance, or financial requirements, explain what the patient needs to complete before scheduling, and coordinate more complex insurance, authorization, or eligibility matters with the back-office team.

Scheduling & Patient Coordination      Schedule and reschedule appointments only after required intake paperwork and pre-appointment documentation have been completed.

Follow clinic-specific scheduling procedures based on patient type, provider availability, service, and payer arrangement.

Coordinate with therapists, psychologists, interns, and administrative team members to help maintain smooth patient flow.

Voicemail, Inquiry & Patient Follow-Up      Begin each workday by reviewing and prioritizing outstanding voicemails, unread inquiry forms, and other pending patient communications, then return calls or respond according to urgency and clinic procedures.

Follow up with prospective patients who have incomplete forms, portal requirements, or other enrollment steps, including assisting less tech-savvy patients with electronic paperwork and patient portal navigation.

Maintain consistent follow-through until the intake process is completed or another disposition is documented, and route donations, registrations, clinical matters, or other out-of-scope requests to the appropriate team member.

Documentation & Team Communication      Maintain accurate patient, intake, eligibility, scheduling, and follow-up documentation within AdvancedMD.

Communicate clearly with remote clinical and administrative team members regarding pending issues, completed tasks, and patient needs.

Protect patient information and follow all HIPAA, privacy, and clinic documentation requirements.

SOP & Workflow Development      Help document front-office processes for intake, scheduling, voicemail management, patient communication, and inquiry handling.

Update workflows as clinic procedures are clarified or improved during the first several months of support.

Identify recurring questions, bottlenecks, or process gaps and help convert solutions into repeatable Standard Operating Procedures.

Required Qualifications      Fluent verbal and written communication in  English and Spanish .

Previous experience in healthcare, medical administration, patient intake, medical reception, or a similar healthcare support role.

Strong professional phone communication and active listening skills.

Ability to communicate compassionately with patients and families experiencing emotional or stressful situations.

Strong organization, follow-up, and multitasking skills.

Experience working with an EHR, patient portal, scheduling system, or comparable healthcare technology.

High attention to detail when managing patient…