Medical Virtual Assistant (Athena EMR & Concierge Primary Care)

Job Title: Medical Virtual Assistant (Athena EMR & Concierge Primary Care)

Position type: Part-Time

Work hours: 9:00 AM to 2:00 PM Eastern Time (5 hours per day)

Work days: Monday, Tuesday, Thursday, and Friday

Salary: $6 - $7 per hour

Workplace: Remote

Preferred Candidate Location: Philippines

Our client is a U.S.-based concierge primary care practice dedicated to delivering personalized, high-quality healthcare and exceptional patient experiences. We are seeking a highly experienced, tech-savvy, and dependable Medical Virtual Assistant (Athena EMR & Concierge Primary Care) to provide comprehensive administrative support, optimize clinical workflows, and enhance daily practice operations.

This is an excellent opportunity for an experienced healthcare professional who thrives in a patient-centered environment, enjoys working with technology, and can independently manage complex administrative responsibilities.

As a Medical Virtual Assistant, you will play an essential role in patient scheduling, call management, laboratory result workflows, insurance verification, prior authorizations, and electronic health record management.

You will work closely with the physician, nurse, and receptionist to streamline administrative processes, maintain accurate patient records, and ensure patients receive the responsive, personalized service expected in a concierge medical practice.

The ideal candidate has advanced hands-on proficiency in Athena EMR (AthenaHealth), experience supporting U.S.-based healthcare or concierge primary care practices, and the ability to work independently with minimal supervision.

This is a strictly administrative support role focused on improving clinical and operational efficiency. You will not be responsible for making independent clinical decisions.

If you're an experienced Medical VA who enjoys solving problems, improving healthcare workflows, and making a meaningful impact on patient care, we'd love to hear from you!

Key Responsibilities

Patient Scheduling & Call Management (Top Priority)

• Independently manage the physician's appointment schedule according to established scheduling preferences and practice-specific guidelines.
• Ensure appointments are scheduled accurately, respecting the practice's limited daily patient volume and strict no-overbooking requirements.
• Understand and follow concierge primary care scheduling workflows and patient service expectations.
• Answer and manage inbound patient calls, including appointment requests, scheduling inquiries, and general administrative concerns.
• Provide call overflow support during busy periods or when the in-office receptionist is unavailable.
• Handle outbound calls, appointment confirmations, rescheduling requests, and patient callbacks.
• Respond promptly to patient inquiries, maintaining the practice's expectation of callbacks within approximately 20 minutes.
• Prioritize time-sensitive patient requests and coordinate appropriate follow-up.
• Manage patient communications through designated phone, email, text, and internal messaging channels.
• Maintain accurate scheduling records and document patient communications.
• Coordinate with existing staff to prevent duplicate callbacks, scheduling conflicts, or unnecessary communication.
• Escalate urgent concerns or matters requiring physician input according to established protocols.
• Deliver professional, empathetic, and personalized service to patients with high expectations.

Laboratory Result Management & Athena EMR Workflows (Top Priority)

• Manage and organize incoming laboratory results and outstanding result-related tasks within Athena EMR.
• Review laboratory result queues and categorize tasks according to established physician-approved protocols.
• Identify results requiring routine processing, physician review, or urgent escalation based on approved workflows.
• Process and close normal laboratory result tasks using pre-approved templates and authorized procedures.
• Send physician-approved templated communications to patients regarding normal laboratory results when authorized.
• Flag abnormal, urgent, unclear, or potentially concerning results for physician review and appropriate follow-up.
• Maintain accurate documentation of laboratory result communications, completed tasks, and pending actions.
• Monitor outstanding result-related tasks to prevent unnecessary backlogs.
• Help streamline laboratory result workflows and reduce administrative bottlenecks.
• Support the physician's goal of completing clinical notes and documentation on the same day.
• Follow HIPAA requirements and established protocols when handling sensitive clinical information.

EHR Documentation, Insurance & Prior Authorizations (Top Priority)

• Maintain accurate, complete, and organized patient records within Athena EMR / AthenaHealth.
• Create appropriate labels and categories for clinical documents.
• Upload, organize, and file clinical documents into the correct patient charts.
• Verify that insurance documents are uploaded correctly and stored in the appropriate sections of Athena.
• Ensure insurance information is accurate, current, and properly reflected in the patient's electronic record.
• Assist with insurance eligibility and benefits verification as needed.
• Manage administrative aspects of prior authorization requests, including collecting required information, preparing submissions, tracking authorization status, and following up with insurance providers.
• Identify missing or inconsistent insurance information and coordinate necessary corrections.
• Support medical billing-related administrative workflows and insurance inquiries.
• Review patient charts for missing, duplicated, incorrectly filed, or incomplete documentation.
• Maintain organized electronic records and ensure outstanding documentation tasks are addressed.
• Assist with reducing existing administrative backlogs and preventing new ones from accumulating.
• Identify opportunities to replace manual or paper-based processes with more efficient digital workflows.

Patient Check-In & Chart Reconciliation

• Assist with patient check-in and pre-appointment preparation workflows.
• Review and verify patient demographic information and social history updates.
• Ensure medication lists, allergies, and vaccination records are accurately documented in Athena.
• Support medication and vaccination reconciliation by comparing available records, identifying discrepancies, and routing items requiring clinical review.
• Verify that patient-provided information is accurately imported or reflected in the appropriate chart sections.
• Identify incomplete, outdated, or inconsistent patient information and coordinate corrections with authorized clinical staff.
• Maintain organized and accurate patient records to support efficient appointments and continuity of care.

External Communication & Administrative Support

• Contact specialists, referring providers, and other medical offices on behalf of the physician when authorized.
• Coordinate administrative inquiries, documentation requests, referrals, and follow-up communications.
• Track outstanding requests and document communication outcomes.
• Provide additional back-end administrative support as needed.
• Assist with organizing high-volume administrative tasks and outstanding EHR work queues.
• Identify workflow inefficiencies and recommend practical improvements.
• Help modernize administrative processes through improved digital documentation, task organization, and workflow standardization.
• Maintain accurate records and communicate relevant updates to the appropriate team members.
• Work independently while following established procedures and physician-specific preferences.

Team Collaboration & Workflow Coordination

• Collaborate effectively with the existing nurse, receptionist, and physician to support smooth daily operations.
• Complement the in-office team's responsibilities by providing additional administrative and technical support.
• Coordinate patient communications and scheduling activities to prevent duplicate work or unnecessary follow-ups.
• Follow clear communication and escalation protocols to minimize interruptions to clinical operations.
• Independently resolve routine administrative concerns within the scope of established procedures.
• Escalate urgent, unclear, or clinically sensitive matters to the appropriate team member.
• Provide concise, organized updates rather than requiring frequent supervision or check-ins.
• Respect established team workflows while proactively identifying opportunities to improve efficiency.
• Maintain a collaborative, respectful, and solutions-oriented approach when supporting existing staff.

Top 3 Priorities

1. Precise Scheduling Management & Responsive Patient Communication

Take ownership of the physician's schedule by following specific appointment preferences, respecting limited patient volume, and preventing overbooking. Manage incoming calls, call overflow, and patient callbacks while maintaining the prompt, personalized service expected in concierge primary care.

2. Laboratory Result Management & Accurate Clinical Documentation

Efficiently manage Athena laboratory result queues, process routine results through physician-approved workflows, and escalate abnormal or urgent findings for clinical review. Ensure clinical documents are accurately labeled, organized, and filed in the correct patient charts.

3. Insurance, Prior Authorizations & EHR Organization

Maintain accurate insurance documentation within Athena, assist with insurance verification and prior authorizations, and ensure patient records are complete, current, and properly organized. Help reduce administrative backlogs and improve documentation efficiency.

What Success Looks Like

A successful Medical Virtual Assistant consistently demonstrates:

• Accurate scheduling that follows the physician's specific preferences without overbooking.
• Prompt handling of incoming calls, appointment requests, and patient callbacks.
• Consistent adherence to the practice's approximately 20-minute callback expectation.
• Efficient organization and management of laboratory result queues in Athena.
• Accurate use of physician-approved templates and timely escalation of abnormal results.
• Proper labeling, filing, and maintenance of clinical documents.
• Accurate insurance records, prior authorization tracking, and administrative follow-ups.
• Organized and updated medication, allergy, vaccination, and patient history information.
• Reduced administrative backlogs and improved EHR workflows.
• Strong independence and proactive problem-solving with minimal supervision.
• Effective collaboration with existing staff without creating duplicate tasks or unnecessary communication.
• Professional and composed interactions with patients who expect highly responsive service.
• Consistent adherence to HIPAA requirements and patient confidentiality.
• Administrative efficiency that allows the physician to focus on patient care and complete documentation more effectively.

Tools & Platforms

Athena EMR / AthenaHealth (Mandatory)

Advanced hands-on experience is required. The successful candidate must be able to navigate patient scheduling, clinical documentation, laboratory result workflows, insurance records, and administrative task management efficiently.

Comcast Internet-Based Phone System

Must be comfortable using an internet-based phone system for inbound calls, outbound calls, and call overflow coverage. Phone forwarding and system integration will be coordinated during setup.

Communication Platforms

• Google Chat
• Email
• Text messaging
• Other practice-approved communication tools

The selected candidate will be provided with appropriate system access and individual Athena login credentials as part of onboarding.

Requirements

Athena EMR & Healthcare Systems Expertise

• Advanced hands-on proficiency with Athena EMR / AthenaHealth (non-negotiable).
• Proven ability to navigate Athena independently without extensive platform training.
• Experience with patient scheduling, electronic charting, clinical documentation, and EHR task management.
• Familiarity with laboratory result queues, chart organization, document labeling, and administrative workflows.
• Experience with insurance verification, medical billing-related administrative processes, and prior authorizations.
• Ability to upload, review, organize, and maintain accurate insurance and clinical documentation.
• Strong computer literacy and confidence using modern healthcare technology.
• Ability to troubleshoot routine technical or workflow issues and adapt to new digital systems.

U.S. Healthcare & Concierge Practice Experience

• Previous experience supporting U.S.-based healthcare practices (mandatory).
• Experience working in concierge primary care or a similar patient-centered healthcare environment.
• Strong understanding of U.S. healthcare administrative workflows, patient scheduling, and insurance processes.
• Familiarity with medical terminology, clinical documentation, and patient record management.
• Understanding of concierge healthcare expectations, including personalized service and prompt patient communication.
• Experience communicating with physicians, specialists, insurance providers, and other healthcare offices.
• Knowledge of HIPAA requirements and patient confidentiality standards.

Patient Communication & Professional Resilience

• Excellent verbal and written English communication skills.
• Proven experience handling inbound and outbound patient calls.
• Ability to communicate professionally and confidently with patients who have high service expectations.
• Strong patience, emotional resilience, and composure when handling challenging or demanding interactions.
• Ability to remain calm, courteous, and solution-focused under pressure.
• Strong active listening skills and attention to detail.
• Ability to manage time-sensitive patient requests and callback expectations.
• Professional demeanor appropriate for a concierge primary care practice.
• Ability to establish trust and maintain positive patient relationships.

Independence, Collaboration & Problem-Solving

• Proven ability to work independently with minimal supervision or micromanagement.
• Strong accountability, reliability, and ownership of assigned responsibilities.
• Proactive problem-solving skills and the ability to anticipate administrative needs.
• Ability to prioritize tasks and make appropriate administrative decisions within established guidelines.
• Strong organizational, multitasking, and time-management abilities.
• Ability to manage high-volume administrative workloads without compromising accuracy.
• Experience collaborating with existing healthcare staff, including nurses and receptionists.
• Ability to follow established communication protocols and avoid unnecessary or redundant updates.
• Comfortable working with a physician who prefers concise communication and limited interruptions during patient appointments.
• Ability to recognize when escalation is necessary and communicate concerns appropriately.
• Process-oriented mindset and willingness to learn physician-specific workflows.
• Strong attention to detail and commitment to maintaining accurate patient records.
• Ability to identify workflow gaps and suggest practical improvements.

Preferred Qualifications

• Background as a healthcare professional or Registered Nurse (RN).
• Previous experience supporting a concierge medicine or membership-based primary care practice.
• Advanced experience with Athena laboratory result workflows and administrative task management.
• Experience handling patient intake, check-in, and chart reconciliation.
• Experience managing medication, allergy, and vaccination documentation.
• Experience supporting prior authorizations and insurance-related administrative processes.
• Experience managing large volumes of administrative tasks and EHR documentation backlogs.
• Familiarity with digital workflow optimization and healthcare process improvement.
• Experience using internet-based phone systems and call-forwarding workflows.
• Previous experience supporting a physician and collaborating with an established clinical team.

Ideal Candidate Profile

We're looking for someone who is:

• An Athena EMR Expert: Highly proficient with AthenaHealth and confident navigating complex workflows without extensive training.
• Independent & Self-Directed: Takes initiative, manages responsibilities, and solves problems without constant supervision.
• Highly Organized: Maintains accurate schedules, documentation, and task lists.
• Patient-Focused: Understands the high level of service expected in concierge healthcare.
• Resilient & Professional: Remains calm and courteous when dealing with demanding patients or time-sensitive concerns.
• An Excellent Communicator: Provides clear, concise updates and knows when escalation is necessary.
• A Collaborative Team Player: Works effectively with existing staff and supports their responsibilities rather than duplicating or disrupting them.
• Tech-Savvy: Comfortable using advanced EHR systems, digital communication tools, and modern administrative workflows.
• Proactive & Solutions-Oriented: Anticipates needs, identifies inefficiencies, and takes ownership of improvements.
• Detail-Oriented: Carefully reviews patient information, insurance records, and clinical documentation.
• Reliable & Accountable: Consistently follows through on responsibilities and maintains high-quality work.

Basic Requirements

• Must be proficient in speaking and writing clear, professional English.
• Must have advanced hands-on experience with Athena EMR / AthenaHealth.
• Must have relevant experience supporting U.S.-based healthcare practices.
• Must have experience with patient scheduling, insurance verification, prior authorizations, and healthcare administrative workflows.
• Must be able to work independently with minimal supervision.
• Must be able to submit an NBI Clearance and/or Local Police Clearance before onboarding (mandatory).
• Must be available for video meetings with camera on when required.
• Must be available to work part-time, Monday, Tuesday, Thursday, and Friday, from 9:00 AM to 2:00 PM Eastern Time.

Technical Requirements

• Computer: Reliable laptop or desktop computer.
• Internet: Stable high-speed internet connection (minimum 25 Mbps).
• Audio: Noise-canceling headset.
• Video: Working webcam for virtual meetings.
• Workspace: Quiet and professional work environment.

Benefits

• Dedicated HR & Contractor Support Team: Access to world-class support for questions, guidance, contract matters, and client communication.
• Premium VPN Access (Optional): A secure VPN license can be provided upon request to enhance privacy and security for client-related tasks.
• HIPAA & Cybersecurity Training + Certification (Provided): Access to our internal HIPAA compliance training, cybersecurity modules, and certification to help you confidently handle PHI for U.S. healthcare clients.
• Top 1% VA Performance Training: Access to our proprietary training on communication, client management, productivity systems, and best practices to help you become a top-performing VA and increase long-term client retention.
• Client-Approved U.S. Holidays: Contractors may take U.S. holidays off according to the client’s needs and schedule.
• Client-Approved Paid or Unpaid Time Off: Time off may be granted by your client. Paid time off is optional and only if offered by the client.
• Access to Tools & Resources: Templates, workflow guides, productivity tools, and client-specific SOP support to help you perform at your best.
• Optional Performance-Based Incentives: Some clients may offer bonuses, incentives, or increased hours based on your performance.

These are optional resources and client-approved allowances available to you as an independent contractor. Any resources, training, or allowances listed are optional contractor perks and not employee benefits.