Virtual Customer Service, Patient, and Office Management

About Us:
The Yu Center for Lifestyle Excellence is a premier wellness center led by Dr. Yu, a practitioner with over 45 years of experience in Traditional Chinese Medicine. We provide holistic health services to help individuals live healthier, more balanced lives. We are seeking a proactive, compassionate Virtual Assistant who will lead customer service, patient coordination, office management, and play a pivotal role in streamlining business operations while helping to generate new patient leads. Based in California, USA.

Key Responsibilities:
Customer Service & Patient Support:
- Be the first point of contact for inquiries via phone, email, and online chat
- Manage appointment scheduling, rescheduling, and cancellations with empathy and a personable approach
- Manage payment collections and all patient management
- Handle patient intake forms and follow-up communications
- Address patient concerns with kindness, compassion, and a solution-oriented mindset
- Build and nurture patient relationships, ensuring retention through outstanding service and care

Office & Practice Management:
- Manage daily administrative tasks, including maintaining calendars and ensuring smooth office operations
- Organize and maintain digital filing systems, patient records, and confidential information
- Strictly follow HIPAA compliance
- Assist in coordinating billing, insurance claims, and payments
- Help create and implement virtual infrastructure to streamline office operations

Lead Generation & Patient Acquisition:
- Develop and support initiatives to generate new patient leads, including managing email campaigns, phone and text messaging and online marketing efforts
- Assist with lead tracking and patient conversion strategies
- Collaborate with the team to enhance patient engagement and optimize the patient experience

Team Collaboration & Process Improvement:
- Work closely with the management team to develop and implement strategies for improving patient care and office efficiency
- Provide insights and suggestions to continuously enhance operations and customer service

Requirements:

Please note this role works on USA Pacific Standard Time from 10am-6pm PT.

- Proven experience as a Virtual Assistant, ideally in a healthcare or wellness setting
- Exceptional customer service skills with a friendly, personable tone
- Proven track record of retaining patients and managing concerns with empathy, compassion, and a positive attitude
- Exceptional work ethic and works well in a work team environment, can collaborate well with other colleagues
- Creative and is good at problem solving, and takes initiative
- Quick learner and can adapt training quickly
- Strong relationship-building skills, fostering patient trust and long-term engagement
- Ability to streamline virtual operations and support lead generation efforts
- Strong organizational and multitasking skills
- Ability to work independently as well as part of a team
- Familiarity with online scheduling software, patient management systems, and Microsoft Office/Google Workspace
- Experience with Traditional Chinese Medicine or holistic health is a plus, but not required

Why Join Us?
At the Yu Center for Lifestyle Excellence, you will have the opportunity to work in a supportive environment where we prioritize wellness and holistic care. We value collaboration and innovation, and offer a chance to contribute meaningfully to a mission-driven practice. Flexible hours and potential for long-term growth make this an ideal role for someone eager to help build and improve our business virtually.

How to Apply: ONLY FULL APPLICATION PACKAGES SUBMITTED TO OUR EMAIL (jobsdryuoffice@gmail.com) WILL BE CONSIDERED.

Steps to Apply:
Step 1: Review our website thoroughly (www.theyucenter.com)
Step 2: Submit your resume, cover letter, assignment below [Note: all three documents are needed to be considered for this position]
- Please send your resume and a cover letter detailing your experience to jobsdryuoffice@gmail.com.
Your cover letter must include all these details 1) Name 2) Email 3) Phone 4) Male or Female 5) Date of Birth 6) What is your experience and how you will apply that to make this office thrive?
Be sure to include "Virtual Assistant Application – Your Name" in the subject line. Applications will be reviewed on a rolling basis.

Step 3: Complete assignment below

Interview Assignment: Virtual Assistant Position

Scenario Overview
Imagine you are a virtual assistant in a healthcare setting. A patient, Jane Doe, has reached out via email with multiple concerns regarding her recent experience at the clinic. She expresses frustration over long wait times, confusion about her treatment plan, and feels helpless and discouraged from her complex health issues.

Assignment Instructions

1. Read the Patient's Email. Below is the email from Jane Doe.

2. Outline Your Response: Detail the steps you would take to address her concerns effectively. Include specific actions you would take and how you would communicate with Jane.

3. Email us a video as if you were a customer service representative responding to the patient as if you were speaking to them directly.


ONLY FULL APPLICATION PACKAGES SUBMITTED TO OUR EMAIL (jobsdryuoffice@gmail.com) WILL BE CONSIDERED.

______
Subject: Urgent Help Needed with Ongoing Health Issues
Dear [Clinic Name],
I hope this message finds you well. I am reaching out because I am feeling extremely frustrated and overwhelmed with my ongoing health issues. I have been experiencing [briefly describe specific health issues, e.g., chronic pain, fatigue, etc.] for quite some time now, and despite seeing multiple doctors, I have not received the help I need.

My recent experiences with other healthcare providers have left me feeling dismissed and unheard. I've often felt rushed during appointments, and my concerns seem to be brushed aside. It's disheartening to walk away without clear answers or a treatment plan that makes sense.

I am desperate for a solution and hope that your clinic can provide the support I need. I truly want to regain my health and well-being, but I'm not sure where to turn anymore.

Thank you for taking the time to read my email. I really appreciate your help.

Sincerely,
Jane Doe