Bilingual Patient Follow-Up Specialist

Bilingual Patient Follow-Up Specialist

We are seeking a highly organized, dependable, and personable Bilingual Patient Follow-Up Specialist to support a growing personal injury medical practice. The immediate priority for this role is addressing a significant backlog of patient follow-up calls. You will conduct outbound outreach, document patient recovery progress, support attorney and legal documentation requests, and help ensure that tasks are completed accurately and on time. The ideal candidate combines strong medical assistant experience with excellent communication, persistence, accuracy, and the ability to handle sensitive patient and legal information with a very high level of attention to detail.

Key Responsibilities

Patient Follow-Up & Outreach

• Contact patients approximately 4 to 6 weeks after their visit to check on their recovery and current condition.
• Conduct consistent outbound outreach through calls, texts, or other approved channels while remaining professional and respectful.
• Follow up persistently when patients are difficult to reach without becoming overly aggressive or pushy.

Symptom Tracking & Documentation

• Complete structured follow-up questionnaires regarding symptoms such as headaches, dizziness, and other reported concerns.
• Record patient responses accurately in the practice's dedicated symptom tracking database.
• Maintain complete and organized documentation so the physician can easily review patient recovery progress.

Legal Records & Billing Requests

• Respond to requests from attorneys and law firms for patient evaluations, medical records, and billing documentation.
• Compile the correct records and ensure all requested information is complete before sending or uploading it.
• Handle legal and medical documentation with extremely high accuracy because errors can directly affect personal injury cases.

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.