Medical Support Associate

Exciting Opportunity at SupportLabs: Join our Team as a Medical Support Associate

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This role requires a highly organized and empathetic virtual assistant with strong communication skills, capable of managing patient scheduling, follow-ups, and result coordination for MRI centers. Proficient in using scheduling and CRM tools, with a solid understanding of healthcare privacy standards (e.g., HIPAA).

This candidate excels at providing exceptional customer service, ensuring a seamless experience for patients while handling administrative tasks efficiently and maintaining confidentiality. Prior experience in medical administration or customer service is preferred.

RESPONSABILITIES

1. Bookings

- Appointment Scheduling:

• Handle inbound patient inquiries to schedule MRI appointments.
• Coordinate with radiologists, technicians, and clinics to avoid schedule conflicts.
• Use scheduling software (e.g., Google Calendar, Microsoft Outlook, or specific medical scheduling tools like Zocdoc or Kareo).

- Rescheduling and Cancellations:

• Proactively contact patients to reschedule missed or canceled appointments.
• Maintain a waitlist and prioritize urgent cases when slots become available.

- Pre-Appointment Preparation:

• Provide patients with detailed instructions on how to prepare for their MRI (e.g., fasting, attire, removing metal objects).
• Verify insurance details and ensure the required paperwork is completed ahead of the appointment.

2. Call Reminders / Follow-Ups

- Appointment Reminders:

• Send reminders via calls, SMS, or email 24-48 hours before the scheduled MRI.
• Confirm the patient’s attendance and address any last-minute concerns or queries.

- Post-Appointment Follow-Up:

• Call patients post-MRI to inquire about their experience and address any discomfort or questions.
• Notify patients about the next steps, such as receiving their results or scheduling follow-up consultations.

- Missed Appointment Follow-Ups:

• Reach out to patients who missed their appointment to reschedule and understand their reasons for absence.

3. Calls to Communicate Exam Results

- Initial Result Notification:

• Inform patients when their MRI results are ready for review.
• Coordinate with radiologists to ensure results are explained clearly to patients or sent to their referring physician.

- Confidential Communication:

• Ensure patient privacy by following HIPAA (or relevant local regulations) standards during result communication.
• Verify patient identity before discussing sensitive medical information.

- Result Delivery Coordination:

• Email or courier physical copies of results to patients or referred doctors upon request.
• Offer assistance to patients scheduling follow-up consultations to discuss their results with a physician.

Additional Responsibilities to Enhance Role Effectiveness

- Patient Records Management:

• Maintain and update patient records with appointment history, contact details, and results.
• Ensure accurate entry of medical and insurance data in the clinic’s database.

- Insurance Coordination:

• Verify patient insurance eligibility and benefits before appointments.
• Assist patients with submitting claims or resolving insurance-related issues.

- Customer Support:

• Serve as the first point of contact for patient inquiries or concerns via phone, email, or chat.
• Handle complaints empathetically and escalate complex cases to the appropriate department.

Qualifications

• 2+ years of experience in roles such as virtual experience, customer support in SaaS, and administrative or personal assistant.
• Knowledge of HIPPA and medical terminology is appreciated.
• Prior experience in medical administration is preferred.

Please submit your application and our team will reach out to you.