Healthcare Administrative & NEMT Virtual Assistant

Company: A&E Homecare Services LLC
Location: Remote – Philippines
Schedule: Must be available during U.S. Eastern Time business hours
Employment Type: Full-time or part-time, based on experience and availability

About A&E Homecare Services

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A&E Homecare Services LLC is a Michigan-based company providing non-medical homecare and non-emergency medical transportation (NEMT). Our mission is to provide compassionate, dependable, and personalized services that help clients maintain their health, dignity, safety, and independence.

We are looking for a dependable and organized Virtual Assistant to support our administrative operations. This position combines personal-assistant responsibilities with customer service, NEMT dispatch, scheduling, billing, credentialing, and compliance support.

The ideal candidate is professional on the phone, communicates clearly, pays close attention to detail, and follows through on assignments. Previous experience with a U.S.-based healthcare, homecare, medical transportation, medical billing, or insurance company is strongly preferred.

Primary Responsibilities

Phone and Customer Service Support

Answer incoming business calls professionally.
Assist clients, caregivers, drivers, healthcare providers, transportation brokers, and business partners.
Take complete and accurate messages, including the caller’s name, contact information, reason for calling, and required follow-up.
Transfer calls or escalate urgent concerns according to company procedures.
Make outbound calls to confirm appointments, transportation trips, schedules, missing documents, and other business matters.
Maintain a professional, patient, and compassionate tone during every interaction.
Document calls and follow-up activities in the appropriate system or tracking sheet.


Email Management

Monitor and organize company email accounts.
Respond to routine emails using approved templates and procedures.
Draft professional emails, letters, and follow-up messages for management review.
Identify urgent, confidential, or time-sensitive messages.
Follow up with clients, employees, insurance companies, healthcare providers, transportation brokers, and other organizations.
Organize emails into appropriate folders and maintain accurate communication records.
Protect confidential business and client information.

NEMT Dispatch Assistance

Assist with coordinating non-emergency medical transportation trips.
Review trip information, including passenger details, pickup and drop-off addresses, appointment times, mobility requirements, mileage, and special instructions.
Assign trips to available drivers according to management instructions.
Confirm scheduled trips with passengers, drivers, facilities, and transportation brokers.
Monitor drivers and trip progress throughout the day.
Document pickups, drop-offs, completed trips, delays, cancellations, no-shows, and unsuccessful trips.
Help resolve routine scheduling and dispatch issues.
Immediately notify management of a ---------- , safety concerns, passenger complaints, major delays, or other emergencies.
Assist with collecting driver trip sheets, mileage logs, timestamps, signatures, and proof-of-service documentation.
Maintain accurate daily dispatch records and prepare trip summaries when requested.

Scheduling and Calendar Management

Schedule and confirm client services, caregiver shifts, driver assignments, transportation trips, meetings, training, and appointments.
Maintain company calendars and scheduling systems.
Communicate schedule changes to clients, caregivers, drivers, and management.
Identify scheduling conflicts, uncovered shifts, missed visits, late arrivals, and transportation problems.
Send appointment and deadline reminders.
Maintain daily, weekly, and monthly task lists.
Provide management with updates on upcoming appointments, deadlines, and incomplete assignments.

Claims Submission and Billing Support

Review service records and transportation documentation for completeness before billing.
Assist with entering and submitting claims through insurance, Medicaid, broker, clearinghouse, or billing portals.
Confirm that claims contain the correct client, payer, service date, procedure code, authorization number, units, mileage, rate, and supporting documentation.
Maintain claim-tracking spreadsheets and billing reports.
Monitor claims that are paid, pending, rejected, or denied.
Follow up on unpaid, rejected, or denied claims according to company instructions.
Identify missing information or documentation that may delay payment.
Record payment, remittance, rejection, and denial information.
Report billing discrepancies and recurring claim issues to management.
Maintain organized records of claim submissions and follow-up activities.
Never change billing information or resubmit disputed claims without authorization.

Credentialing Support

Assist with company, provider, payer, broker, caregiver, driver, and vehicle credentialing.
Complete credentialing applications using information provided and approved by management.
Upload and organize required licenses, certifications, insurance documents, background checks, training records, and other supporting materials.
Track application statuses and communicate with credentialing organizations regarding missing information.
Maintain a credentialing spreadsheet showing submission dates, outstanding requirements, approval status, and renewal deadlines.
Monitor expiration dates and notify management in advance.
Follow up with employees and contractors regarding missing or expired documents.
Maintain organized electronic credentialing files.

Compliance and Document Management

Help maintain complete and accurate client, caregiver, driver, employee, and vehicle files.
Monitor required documentation, including licenses, CPR and First Aid certifications, training, background checks, drug screenings, vehicle registration, insurance, inspections, and other records.
Assist with compliance audits, file reviews, and document requests.
Track policy acknowledgments, training completion, i ---------- reports, complaints, and corrective-action items.
Maintain confidentiality and comply with HIPAA, company policies, and information-security requirements.
Immediately report suspected privacy violations, billing concerns, safety issues, fraud, abuse, complaints, or compliance violations.
Do not make clinical, legal, billing-policy, employment, or safety decisions without management authorization.
Only access information necessary to complete assigned responsibilities.

Personal Assistant and General Administrative Duties

Manage management calendars, reminders, appointments, and task lists.
Prepare spreadsheets, reports, letters, forms, and meeting notes.
Perform accurate data entry.
Organize electronic files using company naming and filing procedures.
Conduct basic online research and gather requested information.
Assist with recruiting, interview scheduling, onboarding, and employee document collection.
Track important business deadlines and follow-up requirements.
Complete other reasonable administrative projects assigned by management.
Provide daily or weekly status reports showing completed, pending, and overdue assignments.

Required Qualifications

Excellent written and spoken English.
Clear, professional, and confident telephone communication.
Previous virtual-assistant, administrative, customer-service, scheduling, or office-support experience.
Strong organization, time-management, and follow-up skills.
High attention to detail and data-entry accuracy.
Ability to manage multiple assignments and changing priorities.
Ability to work independently while following written procedures.
Good judgment when handling confidential information.
Proficiency with email, spreadsheets, Google Workspace, Microsoft Office, online portals, and cloud-based file systems.
Ability to learn healthcare, billing, credentialing, and dispatch software.
Reliable attendance and punctuality.
Reliable computer, high-speed internet connection, quality headset, and quiet workspace.
Backup plan for internet or power interruptions.
Availability during agreed-upon U.S. Eastern Time hours.

Preferred Qualifications

Experience supporting a U.S.-based healthcare organization.
Experience in homecare, home health, NEMT, medical transportation, or medical billing.
Familiarity with Medicaid, health insurance claims, authorizations, denials, or remittance information.
Experience with provider, employee, driver, or vehicle credentialing.
Familiarity with HIPAA and U.S. healthcare privacy requirements.
Experience using dispatch, scheduling, billing, CRM, electronic record, or document-management systems.
Experience communicating with patients, caregivers, drivers, healthcare providers, insurance companies, and transportation brokers.

Personal Qualities

The successful candidate should be:

Honest, dependable, and accountable.
Organized and detail-oriented.
Professional, respectful, and compassionate.
Comfortable making and receiving phone calls.
Proactive about following up on incomplete tasks.
Calm and resourceful when schedules change.
Able to follow instructions, checklists, and standard operating procedures.
Willing to ask questions when information or authorization is unclear.
Interested in building a long-term working relationship with A&E Homecare Services.

Confidentiality and Data Security

This position may involve access to protected health information, employee records, billing information, passwords, and confidential business documents. The selected candidate must sign confidentiality and data-security agreements, complete required privacy training, and follow all company access-control procedures.

Company information may not be copied, shared, printed, downloaded, photographed, or stored on unauthorized devices or systems. Access to company systems must only be used for authorized work.

Performance Expectations

Performance will be evaluated based on:

Attendance and punctuality.
Phone and email professionalism.
Data-entry and documentation accuracy.
Timely completion of assignments.
Scheduling and dispatch accuracy.
Billing and credentialing follow-up.
Compliance with confidentiality requirements.
Communication with management.
Ability to identify and escalate urgent matters.
Overall reliability and accountability.