Portal & Task Management

• Upload completed evaluations, records, bills, and other requested documentation into designated attorney or client portals.

• Track outstanding requests and completed tasks so documentation does not fall through the cracks.

• Maintain organized records across the clinic's internal systems and external portals.

Reporting & Operational Reliability

• Provide End-of-Day reports summarizing completed calls, outreach attempts, pending follow-ups, and finished tasks.

• Maintain consistent follow-through on assigned responsibilities and communicate quickly when an issue could affect completion.

• Prioritize accuracy and reliability, particularly when handling patient records, legal requests, and time-sensitive documentation.

Cross-Training & Practice Support

• Learn the Scheduling & Intake Specialist's core workflows, including scheduling, patient intake, and patient communication.

• Provide backup coverage when the other VMA is unavailable or when patient volume increases.

• Assist with incoming calls, emails, patient questions, or administrative work when additional practice support is required.

Required Qualifications

• Fully fluent in English and Spanish.

• Previous experience as a Medical Assistant, Medical Receptionist, Virtual Medical Assistant, or similar healthcare support professional.

• Strong understanding of medical terminology and patient communication.

• Exceptional attention to detail when entering records or managing documentation.

• Strong telephone communication skills with a warm, conversational, and patient-centered approach.

• Comfortable performing frequent outbound patient calls and follow-ups.

• Highly organized and capable of independently tracking multiple open tasks.

• Able to work consistently during Mountain Time business hours.

Preferred Qualifications

• Previous experience working with personal injury practices.

• Experience communicating with attorneys or law firms.

• Experience fulfilling medical records or billing documentation requests.

• Familiarity with legal, clinic, or attorney portals.

Tools & Systems

• Internal Clinic Symptom Database for documenting standardized patient follow-up responses and recovery symptoms.

• External Law Firm/Clinic Portals for uploading completed evaluations, medical records, bills, and other requested documentation.

• GoLean Productivity Tool and GoLean Private Network for productivity monitoring and secure access to practice systems and patient information.

What Success Looks Like

• The existing patient follow-up backlog is steadily cleared, with patients contacted approximately 4 to 6 weeks after their visit and their recovery information documented accurately.

• Attorney and law firm requests for evaluations, medical records, and billing documentation are completed accurately and on time, with the practice expecting effectively zero preventable errors.

• Follow-ups, portal uploads, records requests, and outstanding tasks are consistently tracked through completion, with clear End-of-Day reporting and reliable backup coverage for scheduling and intake when needed.

Originally posted on Himalayas