Patient Communication
• Professionally answer incoming telephone calls using AVIA's approved greeting.
• Return patient voicemail messages promptly.
• Respond to patient emails and administrative inquiries.
• Assist patients with general questions regarding services, appointments, and office procedures.
• Provide exceptional customer service while maintaining patient confidentiality.
• Escalate urgent patient concerns to the provider immediately.
Appointment & Calendar Management
• Schedule new psychiatric evaluations.
• Schedule follow-up appointments.
• Manage appointment cancelations and rescheduling.
• Confirm upcoming appointments.
• Send appointment reminders.
• Maintain provider calendar and scheduling accuracy.
Patient Intake & Registration
• Assist patients with completing online registration and intake paperwork.
• Ensure all required documents are completed before appointments.
• Help patients navigate the patient portal and website.
• Assist patients experiencing technical difficulties.
• Maintain accurate patient demographic information.
Referral Coordination
• Receive referrals from providers, hospitals, therapists, and community partners.
• Contact referred patients to schedule appointments.
• Obtain referral documentation and medical records.
• Coordinate communication with referring offices.
• Maintain referral tracking logs.
Insurance & Billing Support
• Verify patient insurance eligibility.
• Follow up on denied insurance claims.
• Contact insurance companies to determine reasons for claim denials.
• Obtain information necessary for billing corrections and claim resubmissions.
• Track outstanding billing issues.
• Assist with prior authorization requests when appropriate.
Administrative Support
• Monitor office email inbox.
• Maintain electronic patient records.
• Organize electronic documents.
• Assist with credentialing paperwork and provider enrollment.
• Maintain office spreadsheets and tracking logs.
• Assist with preparing reports and administrative projects.
• Maintain confidentiality of all patient information.
Marketing & Business Development Support
• Assist with physician outreach and referral relationship management.
• Maintain referral databases.
-Coordinate brochure mailings and networking materials.
• Assist with website updates (if trained).
• Assist with social media scheduling and marketing projects.
• Help support community outreach initiatives.
Crisis Response Responsibilities
The Virtual Medical Administrative Assistant is not expected to provide clinical care.
If a patient expresses suicidal thoughts, homicidal thoughts, severe emotional distress, or another psychiatric emergency, the assistant will:
• Remain calm and professional.
• Keep the caller engaged while following AVIA's Crisis Escalation Protocol.
• Encourage immediate contact with 988 or the nearest Emergency Department when appropriate.
• Notify the provider