As a TRMA, candidates with a medical background —preferably BDS/B Pharma/BAMS/BHMS /B.Sc. Nursing/B.Sc. Biotechnology graduates or experienced medical transcriptionists—are enrolled in a salary-paid on-the-job training program and are given the opportunity to learn all US healthcare administrative processes such as prior authorization, referral coordination, chart Prepping, insurance verification & eligibility, fax management, chart checking, etc. During the TRMA phase, trainees receive comprehensive training on these tasks, enabling them to provide high-quality support to healthcare providers and patients. To ensure that our trainees are fully prepared for the next level, each TRMA undergoes an assessment by our QA team. This audit evaluates the trainee's competency and accuracy in all the areas they have been trained in. Once a TRMA successfully clears the QA audit, demonstrating proficiency across all the processes, they are promoted to the Remote Medical Assistant (RMA) position.
Remote Medical Assistants are expected to utilize their training in specific processes and are closely monitored through internal QA audits. Receiving positive feedback from QA and providers results in achieving 'Happy Client' status, which enables RMAs to work independently They continue to undergo QA audits and receive cross-training in additional processes, enhancing their versatility.
Senior Remote Medical Assistants excel in mastering multiple processes and demonstrate flexibility in handling various tasks. They mentor new RMAs, take on challenging projects, and broaden their expertise in all aspects of remote medical assistance. Sr. RMAs are trained in additional processes beyond their core responsibilities, allowing them to serve as backups in different areas. This role requires a blend of leadership, adaptability, and extensive knowledge.
Team Manager brings extensive experience in healthcare administration and management, coupled with strong leadership and team-building abilities. They oversee the smooth operation and delivery of administrative support solutions, focusing on optimizing efficiency and improving service quality. The Team Manager also mentors team members, fosters strong client relationships, and works closely with other departments to achieve the organization’s objectives.
The Quality Auditor maintains high standards of accuracy, compliance, and efficiency in administrative support solutions. They conduct thorough audits, ensure adherence to healthcare regulations, provide ongoing training, and integrate client feedback into the quality assurance process. This role ensures that clients receive the highest quality administrative support, allowing healthcare providers to focus on patient care.
A Contact Center Support Agent should have strong communication skills and the ability to handle both inbound and outbound calls efficiently. They are responsible for scheduling appointments, entering and updating patient information accurately, and acting as liaisons between patients and medical staff. Additionally, they should have familiarity with medical terminology and be adept at managing patient inquiries, providing information about services, handling insurance verifications, resolving issues or concerns, and ensuring a positive patient experience. Strong multitasking skills, attention to detail, and a customer-focused approach are essential for success in this role.
A Senior Contact Center Support Agent should have excellent communication skills and expertise in managing both inbound and outbound calls, scheduling appointments, and accurately entering patient information. They act as key liaisons between patients and medical staff, handle complex inquiries, resolve escalations, and provide mentorship to junior agents. Additionally, they assist with training, monitor call quality, and ensure compliance with protocols. Proficiency in healthcare software, EMR systems, strong problem-solving abilities, and a focus on process improvement are essential for optimizing team performance and enhancing service quality.
An Executive Contact Center Agent possesses exceptional communication and customer service skills, along with a strong proficiency in medical terminology. They are responsible for managing escalated issues, delivering personalized service, and providing effective solutions to ensure client satisfaction in addition to their primary duties. They are also expected to assist with reporting and monitoring, contributing to the assessment and improvement of service quality. A thorough understanding of healthcare protocols, strong decision-making and problem-solving abilities, and the capability to multitask effectively in a fast-paced environment are essential for this role.
Contact Center Manager is responsible for developing and executing strategic plans to improve contact center performance. They lead a team of agents, focusing on achieving high performance and fostering professional growth. Key duties include utilizing data to monitor performance, identify trends, and make informed decisions; investing in ongoing training and career development for team members; and creating scalable processes to meet expanding client needs while maintaining quality. Additionally, they are tasked with identifying and tracking KPIs to ensure alignment with organizational goals and drive continuous improvements.
Contact Center Quality Auditor upholds high standards of service quality and compliance. They perform regular audits to ensure adherence to healthcare regulations and provide detailed feedback to agents. By collaborating with the team, they address gaps, enhance skills, and analyze audit results to drive process improvements. They also integrate client feedback into the quality assurance process, playing a crucial role in maintaining accuracy, compliance, and continuous improvement within VMOS.
