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.
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Schedule follow-up appointments.
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Manage appointment cancelations and rescheduling.
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Confirm upcoming appointments.
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Send appointment reminders.
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Maintain provider calendar and scheduling accuracy.
Patient Intake & Registration
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Assist patients with completing online registration and intake paperwork.
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Ensure all required documents are completed before appointments.
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Help patients navigate the patient portal and website.
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Assist patients experiencing technical difficulties.
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Maintain accurate patient demographic information.
Referral Coordination
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Receive referrals from providers, hospitals, therapists, and community partners.
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Contact referred patients to schedule appointments.
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Obtain referral documentation and medical records.
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Coordinate communication with referring offices.
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Maintain referral tracking logs.
Insurance & Billing Support
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Verify patient insurance eligibility.
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Follow up on denied insurance claims.
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Contact insurance companies to determine reasons for claim denials.
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Obtain information necessary for billing corrections and claim resubmissions.
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Track outstanding billing issues.
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Assist with prior authorization requests when appropriate.
Administrative Support
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Monitor office email inbox.
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Maintain electronic patient records.
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Organize electronic documents.
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Assist with credentialing paperwork and provider enrollment.
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Maintain office spreadsheets and tracking logs.
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Assist with preparing reports and administrative projects.
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Maintain confidentiality of all patient information.
Marketing & Business Development Support
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Assist with physician outreach and referral relationship management.
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Maintain referral databases.
-Coordinate brochure mailings and networking materials.
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Assist with website updates (if trained).
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Assist with social media scheduling and marketing projects.
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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:
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Remain calm and professional.
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Keep the caller engaged while following AVIA's Crisis Escalation Protocol.
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Encourage immediate contact with 988 or the nearest Emergency Department when appropriate.
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Notify the provider
