Healthcare Outbound Calling VA

Job description

Our client is looking for a Healthcare Outbound Calling Virtual Assistant to handle outbound calling and administrative follow-up for their member outreach in a healthcare setting. They are a health technology company whose award-winning medical alert and monitoring solutions, backed by a 24/7 call center, help thousands of people live safely and independently at home, and their service is highly rated by the care managers who rely on it. This role centers on communication: it calls for excellent spoken English, patience, organization and careful documentation. The Virtual Assistant will mainly call former members to arrange the return of healthcare equipment, and reach out to payer hotlines to follow up on members flagged as ineligible. Since many of these calls involve older adults, the right person speaks slowly and clearly, shows genuine empathy and stays professional with frustrated or upset callers. Every interaction must be logged accurately, with follow-up handled efficiently in HubSpot. Responsibilities Place outbound calls to former members to arrange the return of medical devices and equipment. Walk members through the return process and the next steps they need to take. Follow up consistently with members whose equipment has not yet come back. Call payer and insurance hotlines about members flagged as ineligible, and gather what is needed to clarify their status. Speak with elderly members in a patient, respectful and easy-to-follow way. Handle conversations with upset, confused or frustrated members calmly and professionally. Take detailed, accurate notes during and right after each call. Log call outcomes, key details and next actions in HubSpot. Keep records organized so teammates can quickly see the status and history of each case. Work through assigned outreach and follow-up tasks efficiently while keeping accuracy high. Escalate cases when extra help or clarification is needed. Safeguard confidential and sensitive information and follow established healthcare procedures. Requirements Requirements Excellent spoken English, with clear pronunciation and strong listening comprehension. Previous experience making outbound calls in a professional setting. Strong customer service and interpersonal skills. Excellent note-taking and documentation skills. A high level of patience and empathy, especially with older adults. Ability to stay calm and professional with upset or difficult callers. Strong organization and attention to detail. Ability to handle repetitive follow-ups without losing accuracy or professionalism. Comfort calling payer, insurance or similar service hotlines. Ability to learn workflows and follow set procedures independently. Comfort working in HubSpot or a similar CRM. A reliable computer, internet connection and a professional remote workspace suited to frequent calls. Availability for 20 hours a week within the client's off-hours windows: weekday evenings (Monday to Friday, 6:00 to 8:00 PM EST) and weekends (Saturday and Sunday, 8:00 AM to 8:00 PM EST). Qualifications Previous experience in healthcare customer service, patient support, member services, medical administration, call centers or outbound calling is strongly preferred. Experience speaking with elderly patients or members is highly desirable. Familiarity with healthcare terminology, insurance eligibility, payer communications or medical equipment is a plus. HubSpot experience is preferred. Proven ability to keep accurate CRM records and detailed call notes. Strong problem-solving and follow-up skills. A professional phone presence and the ability to build trust quickly on a call. Benefits Benefits Part-time position. 100% remote. Flexible schedule: 20 hours a week, chosen within weekday evenings (Monday to Friday, 6:00 to 8:00 PM EST) and weekends (Saturday and Sunday, 8:00 AM to 8:00 PM EST). Meaningful work helping older adults and their families with their healthcare equipment and coverage. Training on the client's workflows and systems.