Virtual Receptionist - WFH

Position: Virtual Receptionist
Number of hours : 17 hours/week (3hrs/day weekdays, 1hr/day weekends)
Schedule: EST

Tasks required:

Client Support:
Respond to client inquiries via email and other communication methods regarding appointments, service offerings, and general inquiries.
Assist clients with booking, cancellation, and rescheduling appointments through the company's online booking platform.
Provide support in navigating the company’s website, including the new booking and online payment features.
Act as a liaison between clients and service providers to facilitate clear communication and resolution of issues.
Address concerns and escalate complex issues to appropriate team members.
Service Provider Support:
Assist all service providers with scheduling, session updates, and client management.
Act as a liaison between service providers and accounting team to ensure that the service providers are paid in a timely manner.
Ensure all client details are updated and accurately reflected in the Electronic Medical Record software (Medexa) and telehealth tools (Microsoft Teams).
Coordinate between service providers and management teams to ensure seamless experience for service providers.
Administrative Tasks
Manage the scheduling of appointments across the team of service providers, making adjustments as needed to accommodate client or service provider changes.
Ensure proper documentation of client interactions, including updating client files, and payment details within Medexa and other platforms.
Track and manage online payments within Stripe and address any payment-related queries or issues from clients and providers.
Organize and maintain internal files, ensuring compliance with privacy regulations (HIPAA or PIPEDA where applicable).

Additional Responsibilities:
Submit weekly reports detailing client and service provider inquiries, including their status and proposed resolution paths.
Oversee all communication channels including the company’s email accounts.
Provide support for ongoing initiatives such as the IFHP initiative. Assist with promotional activities, including emailing existing clients regarding new services or features.
Perform other duties as assigned to ensure a smooth operation

Requirements:

Minimum of 2 years proven work experience in customer service, administrative support, or related field
High school diploma or equivalent; post-secondary education in business administration, or related fields is an asset.
Experience in the healthcare industry, particularly with telehealth or clinic management, is a plus
Familiarity with booking and payment systems as Stripe and Microsoft Teams, is preferred
Experience with word-processing software and spreadsheets (e.g. MS Office)
Knowledge of online calendars and scheduling (e.g. Google Calendar)
Excellent phone, email and instant messaging communication skills
Ability to manage multiple tasks with efficiency and attention to detail
Ability to work independently and as part of a team in a remote office environment