Position Overview

We are seeking a Bilingual English/Spanish Virtual Medical Administrative Assistant to support a busy chiropractic practice specializing in Personal Injury (PI), MedPay, attorney liens, insurance coordination, and DOT examinations.

This position is highly focused on Personal Injury administrative workflows, patient communication, insurance/MedPay follow-up, attorney coordination, and new-patient lead conversion.

The ideal candidate should have hands-on experience working with Personal Injury patients and insurance-related cases, understand how MedPay and attorney liens are handled, and be comfortable communicating with patients, attorneys, law offices, insurance adjusters, and medical providers.

Strong phone skills are essential. The VA will be responsible for helping move a case from the initial inquiry through scheduling and ongoing administrative follow-up.

Top Responsibilities

1. Personal Injury, MedPay & Attorney Lien Coordination

This is the primary area of focus for the position.

The VA should understand the basic administrative workflow of Personal Injury cases and be comfortable coordinating information between patients, attorneys, insurance companies, and medical providers.

Responsibilities include:

• Assist with the intake and coordination of new Personal Injury patients.
• Collect accident, attorney, insurance, and claim information.
• Determine whether a patient has MedPay coverage, when applicable.
• Obtain and document available MedPay information, including insurance carrier, claim information, policy details, and available case/claim numbers.
• Follow up with insurance companies and adjusters regarding MedPay-related information.
• Communicate with attorneys and law offices regarding patient cases.
• Obtain and document attorney contact information and case details.
• Understand and work with attorney liens / lien-based treatment according to the practice's procedures.
• Request, track, and follow up on Letters of Protection (LOPs), attorney liens, or related documentation, when applicable.
• Confirm whether the attorney is representing the patient and obtain the appropriate law-office contact information.
• Communicate with attorneys regarding treatment status, records, billing, and case-related administrative questions.
• Track outstanding information required to move a PI case forward.
• Maintain accurate documentation of insurance, attorney, claim, and case information in the appropriate system.
• Follow up on incomplete PI files and missing documentation.
• Escalate issues involving coverage, authorization, liability, or billing to the appropriate member of the practice.
• Maintain strict HIPAA compliance when handling patient and case information.

2. Obtaining Case Numbers & Information From Providers, Attorneys and Insurance Companies

The VA should be comfortable making outbound calls to obtain information needed to process and coordinate Personal Injury cases.

This may include contacting:

Attorneys / Law Offices

• Request the attorney's name and contact information.
• Obtain the patient's case number/file number, when applicable.
• Confirm representation of the patient.
• Request lien/LOP documentation when required.
• Confirm where medical records and billing should be sent.
• Follow up on missing or incomplete case information.

Insurance Companies / Adjusters

• Obtain the claim number.
• Identify the assigned adjuster.
• Obtain adjuster contact information.
• Confirm available MedPay coverage and relevant policy information.
• Document insurance information accurately.
• Follow up when information is missing or pending.

Medical Providers / Referral Sources

• Obtain referral information.
• Request the appropriate case/reference number when applicable.
• Confirm where records or documentation should be sent.
• Coordinate patient information between providers.
• Follow up on missing records or referral documentation.

The candidate must be comfortable saying, in professional terms, "I need to obtain the case/claim information for this patient" and confidently navigating the conversation until the required information is obtained.

3. Phone & Patient Support

Phone communication will be a major component of this role.

Responsibilities include:

• Handle inbound and outbound calls.
• Provide phone coverage during regular business hours.
• Provide Saturday morning phone coverage.
• Respond promptly to new-patient inquiries.
• Schedule new patients.
• Prioritize and schedule Personal Injury referrals.
• Follow up on missed calls and new leads.
• Collect patient demographics and referral information.
• Explain basic administrative processes to patients.
• Communicate professionally with patients in English and Spanish.
• Follow up with patients who have not yet scheduled.
• Maintain a professional, empathetic, and confident phone presence.
• Identify opportunities to convert inquiries into scheduled appointments.

The candidate should be comfortable handling calls from patients who may be calling immediately after an accident and should be able to collect the necessary information while keeping the conversation organized and professional.

4. Insurance & Medical Administrative Support

Responsibilities may include:

• Insurance verification and information gathering.
• MedPay information gathering and follow-up.
• Personal Injury insurance coordination.
• Workers' Compensation-related administrative support.
• Communicating with insurance adjusters.
• Communicating with attorneys and law offices.
• Tracking outstanding insurance information.
• Requesting and following up on medical records.
• Maintaining accurate patient and insurance documentation.
• Coordinating referrals.
• Following HIPAA and patient confidentiality requirements.
• Escalating coverage or billing questions when appropriate.

The candidate does not need to make insurance coverage or legal decisions. They must know how to gather the correct information, document it accurately, follow up, and escalate issues appropriately.

5. Marketing, Lead Generation & Business Development

The practice also wants the VA to help generate and convert new business, particularly for DOT examinations.

Responsibilities include:

• Conduct outbound calls to prospective patients and leads.
• Follow up with DOT examination inquiries.
• Convert inquiries into scheduled appointments.
• Re-engage leads who have not scheduled.
• Maintain organized lead follow-up.
• Follow up consistently until a lead has a clear outcome.
• Identify potential referral opportunities.
• Assist with outreach to potential referral sources.
• Support business-development initiatives.
• Help increase appointment volume for DOT examinations.
• Maintain accurate lead and contact information.

Ideal Candidate Profile

The ideal candidate is a bilingual medical administrative professional with strong Personal Injury and insurance experience who is highly confident on the phone.

They should be able to:

Answer the phone → Understand the patient's situation → Collect the correct PI/insurance information → Identify the attorney and case details → Obtain MedPay/claim information → Contact providers or attorneys for missing information → Schedule the patient → Document everything → Follow up until the case moves forward.

They should also be comfortable switching between patient support, insurance/PI coordination, attorney communication, and outbound business development throughout the day.

Requirements

Required Qualifications

• Bilingual English/Spanish – required
• 2+ years of experience supporting a U.S.-based medical practice.
• Strong inbound and outbound phone experience.
• Excellent English and Spanish communication skills.
• Medical appointment scheduling experience.
• Strong patient/customer service skills.
• Experience communicating with patients by phone.
• Strong organizational and follow-up skills.
• Ability to handle confidential patient information.
• Understanding of HIPAA and patient confidentiality.
• Comfortable making outbound calls to patients, attorneys, providers, and insurance companies.

Strongly Preferred Experience

• Personal Injury (PI) medical office experience
• MedPay experience
• Attorney lien / LOP experience
• Insurance verification or insurance coordination
• Workers' Compensation experience
• Experience obtaining claim numbers
• Experience obtaining case numbers from attorneys or law firms
• Experience communicating with insurance adjusters
• Experience communicating with personal injury attorneys
• Chiropractic office experience
• Medical records experience
• Referral coordination
• DOT examination experience
• Lead generation and conversion
• Business development
• ChiroTouch Cloud
• RingCentral

Benefits

Schedule & Compensation

• Employment Type: Full-Time – 40 hours per week
• Schedule: Monday–Friday, plus Saturday morning coverage
• Hours: 10:00 AM–7:00 PM EST, Monday–Friday
• Saturday: Morning shift; specific hours to be determined by the practice
• Compensation: Hourly rate is negotiable and will be determined based on the candidate’s experience, professional background, and relevant expertise, particularly in Personal Injury, MedPay, insurance coordination, attorney communication, and medical administration.