Patient Care & Intake Specialist (Job ID: TORBEN1)

IMPORTANT - Watch this quick Loom video on how to get hired:
https://www.loom.com/share/345f776084e642ba99c24aabe40a67a0

C1 ENGLISH LEVEL IS REQUIRED. THE SELECTED CANDIDATE WILL BE SPEAKING STRICTLY IN ENGLISH DURING THEIR WHOLE SHIFT.

 PLEASE SUBMIT YOUR RESUME AND AUDIO RECORDING IN ENGLISH.

 

About the Client:

Our client is a premier, fast-growing aesthetics practice operating seven days a week. Dedicated to delivering high-quality patient care and results-driven treatments, the clinic provides a comprehensive range of aesthetic services and specialized procedures. To maintain their high standard of care and ensure seamless patient communication, they are expanding their team to streamline daily administrative and front-desk operations. 

About the Role:

We are seeking a proactive, fluent English-speaking Virtual Assistant based in Latin America to manage patient care and customer support operations. In this full-time role, you will serve as the primary operational support for the clinic during working hours—managing schedules, handling inbound inquiries, navigating CRM workflows, and addressing pre- and post-procedure questions. You will play a vital role in reducing administrative bottlenecks, allowing the lead practitioner to focus on patient treatments. 

Key Responsibilities

• Appointment & Rescheduling Management: Schedule, adjust, and heavily manage appointment modifications and rescheduling for patients holding pre-purchased treatment packages directly within the Vagaro platform.
• Inbound Call & Lead Handling: Answer high-volume inbound phone calls during designated clinic operating hours, delivering warm, professional, and empathetic customer service in both English and Spanish.
• Patient Navigation & Wayfinding: Assist lost or arriving patients with real-time driving/parking directions using provided clinic walk-through videos and route documentation.
• Patient Education & Support: Review procedural documentation and PDFs to confidently answer routine pre- and post-procedure care questions.
• Promotional Guidance: Understand active promotional offers, package details, and pricing to effectively communicate options to prospective and returning callers.
• Triage & Consultation Management: Qualify patient inquiries to handle routine requests independently, minimizing unnecessary consult escalations to leadership.
• System Maintenance: Maintain accurate patient profiles, interaction logs, and records within the CRM platform.

Qualifications & Skills

• Language Skills: Fully bilingual fluency in both English and Spanish (written and spoken) is required.
• Software Expertise: Direct, hands-on experience using Vagaro CRM/scheduling software is required (training/walkthrough materials provided for clinic specifics).
• Industry Background: Previous experience in medical aesthetics, dermatology, plastic surgery, or a clinical spa setting is strongly preferred.
• Communication: Exceptional phone etiquette, strong active listening skills, and a clear, patient, and empathetic speaking voice.
• Work Style: Strong spatial/directional comprehension to guide patients, ability to multitask under high call volume, and high self-motivation when working independently.