Healthcare Outbound Calling VA - Filled

This is a remote position.

Our client is looking for a Healthcare Outbound Calling Virtual Assistant to support member outreach and administrative follow-up activities within a healthcare environment. They operate in the health technology and remote patient-support space, providing medical alert and monitoring solutions that help thousands of individuals remain safer and more independent at home.

This is a highly communication-focused position requiring excellent spoken English, patience, organization, and strong documentation skills. The Virtual Assistant will primarily conduct outbound calls to former members regarding the return of healthcare equipment and contact payer hotlines to follow up on members who have been identified as ineligible.

Because many conversations will involve elderly individuals, the ideal candidate must be comfortable communicating slowly and clearly, demonstrating empathy, and remaining professional when speaking with frustrated or upset patients. The role also requires accurate documentation of every interaction and efficient follow-up using HubSpot.

Responsibilities

• Conduct outbound calls to former members to coordinate the return of medical devices and equipment.
  
• Clearly explain equipment return procedures and required next steps.
  
• Follow up consistently with members when equipment has not yet been returned.
  
• Contact payer and insurance hotlines regarding members identified as ineligible and gather the necessary information to clarify their status.
  
• Communicate frequently with elderly individuals using a patient, respectful, and easy-to-understand approach.
  
• Professionally manage conversations with upset, confused, or frustrated patients.
  
• Take detailed and accurate notes during and immediately after calls.
  
• Document call outcomes, relevant information, and required follow-up actions in HubSpot.
  
• Maintain organized records so other team members can easily understand the status and history of each case.
  
• Complete assigned outreach and follow-up tasks efficiently while maintaining high standards for accuracy.
  
• Escalate situations appropriately when additional assistance or clarification is required.
  
• Protect confidential and sensitive information while following established healthcare-related procedures.
  

Requirements

• Excellent spoken English, with clear pronunciation and strong listening comprehension.
  
• Previous experience making outbound calls in a professional environment.
  
• Strong customer service and interpersonal communication skills.
  
• Excellent note-taking and documentation abilities.
  
• High level of patience and empathy, particularly when interacting with elderly individuals.
  
• Ability to remain calm and professional when dealing with upset or difficult patients.
  
• Strong organizational skills and attention to detail.
  
• Ability to manage repetitive follow-ups without losing accuracy or professionalism.
  
• Comfortable contacting payer, insurance, or similar service hotlines.
  
• Ability to learn workflows and follow established procedures independently.
  
• Comfortable working in HubSpot or a comparable CRM.
  
• Reliable computer, internet connection, and professional remote workspace suitable for frequent phone calls.
  

Qualifications

• Previous experience in healthcare customer service, patient support, member services, medical administration, call centers, or outbound calling is strongly preferred.
  
• Experience communicating with elderly patients or members is highly desirable.
  
• Familiarity with healthcare terminology, insurance eligibility, payer communications, or medical equipment is an advantage.
  
• Previous HubSpot experience is preferred.
  
• Demonstrated ability to maintain accurate CRM records and detailed call notes.
  
• Strong problem-solving and follow-up skills.
  
• Professional phone presence and ability to build trust quickly during calls.
  

Benefits