Bilingual Medical Caller - Cardiology

We are seeking a highly skilled, bilingual Medical Call Center Virtual Assistant to support our client's fast-paced, high-volume healthcare practice. The ideal candidate brings extensive experience in U.S. healthcare call centers, is a quick learner who thrives in a metric-driven environment, and possesses non-negotiable expertise in eClinicalWorks (eCW) to immediately streamline patient communications and reduce call backlogs.

Key Responsibilities:

High-Volume Call Operations: Answer, triage, and route incoming patient calls efficiently using 3CX VoIP software while maintaining a target talk time of 2–3 minutes per call.

EMR Documentation & Communication: Create detailed telephone encounters in eClinicalWorks, document clinical inquiries accurately, and send real-time EMR messages to Medical Assistants and front-office staff.

Patient Support & Inquiry Handling: Address patient questions regarding appointments, office protocols, and general care navigation using precise medical terminology.

Fax Inbox Management: Monitor, organize, and route incoming digital faxes to appropriate departments, providers, or team members according to practice protocol.

Specialized Routing: As the team expands, rotate into dedicated operational focus areas (e.g., specialized call handling vs. dedicated fax processing).

Requirements

Average Handle Time (AHT): Target of 2–3 minutes per call.

Call Volume & Throughput: Active contribution to managing the practice's total 300–400 daily incoming call volume.

Call Abandonment Rate: Keep wait times minimal through prompt call pickup and fast resolution.

Quality & Accuracy: Error-free data entry in eClinicalWorks verified through monitored and recorded calls.

Please note that this is a full-time contractor position (40 hours per week) with a starting pay rate of $6 per hour depending on skillset and experience. The schedule is Monday through Friday, 8 am to 5 pm PST.