Dental Virtual Assistant (Appointment Setting, Reactivation & Collections)

Job Title: Dental Virtual Assistant (Appointment Setting, Reactivation & Collections)

Job Type: Part-Time

Work Setup: Remote

Salary: $6 – $7 per hour

Job Code: TT-T

Work Schedule (MST – Mountain Standard Time):

• Tuesday – Thursday: 4:00 PM – 7:00 PM (3 hours/day)
• Friday: 8:00 AM – 12:00 PM (4 hours)
• Saturday: 8:00 AM – 1:00 PM (5 hours)
• Sunday: 8:00 AM – 10:00 AM (2 hours)

Company Overview:

The company provides general, implant, and family dentistry services.

Role Overview:

We are looking for a Dental Virtual Assistant to support patient communication, scheduling, and billing-related tasks. This role focuses heavily on outbound calls, patient follow-ups, and improving appointment conversions and collections. The team prioritizes consistent communication, efficient scheduling, and proactive patient outreach to support practice growth.

Key Responsibilities:

• Conduct patient reactivation calls to re-engage inactive patients and bring them back on the schedule (multi‑touch cadence until marked cold)
• Perform post-visit follow-up calls/ post‑visit outreach to encourage treatment plan acceptance and gather feedback
• Handle collections and aging accounts follow-ups to reduce outstanding balances
• Manage appointment scheduling and send reminders
• Provide professional customer service
• Provide inside sales support (such as collecting payments)
• Support daily administrative and patient coordination tasks
• Manage inbound & outbound communications and patient inquiries
• Perform billing support tasks
• Ensure consistent outreach using structured follow-up cadences

Performance Expectations:

• From a list of 200 patients, book 10 appointments (5% baseline) within the first phase
• 90-day target: Scale from 10 to 30 appointments (30% conversion rate)
• Reactivation rate: Increase the practice's current 60% reappointment rate toward 90%
• Collections follow-up: Consistent aging account outreach (frequency/completion rate)
• Post-treatment feedback: Gather insights from patients who didn't complete treatment plans

Requirements:
Core Skills & Experience:

• Strong spoken English with a neutral or North American-sounding accent
• At least 1 year experience in outbound calling, follow-ups, or appointment setting
• At least 1 year experience in patient reactivation and collection
• At least 1 year of relevant experience in a dental or healthcare setting
• Familiarity with Dentrix or similar dental/medical systems
• Experience using phone/VoIP systems such as Mango
• Understanding of HIPAA compliance and data security practices

Technical & Functional Requirements:

• Ability to manage patient records and scheduling systems
• Comfortable using CRM, messaging apps (Slack, WhatsApp, etc.), email, and phone systems
• Ability to track tasks, follow structured processes, and meet performance targets

Soft Skills & Work Ethic:

• Strong communication and phone presence
• Patient, persistent, and resilient (especially in outbound calling scenarios)
• Empathetic and customer-service oriented
• Highly organized and disciplined with follow-ups
• Goal-oriented and comfortable with targets (appointments, collections)
• Flexible with evening and weekend work schedules (aligned with MST)

Deal Breakers:

• Poor phone communication skills
• Lack of consistency or follow-through
• No experience or ability in sales/conversion or collections
• Non-compliance with HIPAA/security standards
• Inability to work with Dentrix or Mango systems

Basic requirements

• Must be proficient in speaking and writing English very clearly
• Must have relevant work experience
• Be able to submit an NBI clearance and/or Local Police Clearance background check before onboarding [mandatory]
• Must be available for video meetings with your camera on (when needed)

Technical requirements

• Device: Reliable laptop or desktop computer.
• Internet: High-speed connection (minimum 10 Mbps).
• Audio: Noise-canceling headset.
• Video: Webcam for virtual meetings.
• Workspace: Quiet, professional environment.

Benefits:
• Dedicated HR & Contractor Support Team: Access to world-class support for questions, guidance, contract matters, and client communication.
• Premium VPN Access (Optional): A secure VPN license can be provided upon request to enhance privacy and security for client-related tasks.
• HIPAA & Cybersecurity Training + Certification (Provided): Access to our internal HIPAA compliance training, cybersecurity modules, and certification to help you confidently handle PHI for U.S. healthcare clients.
• Top 1% VA Performance Training: Access to our proprietary training on communication, client management, productivity systems, and best practices to help you become a top-performing VA and increase long-term client retention.
• Client-Approved U.S. Holidays: Contractors may take U.S. holidays off according to the client’s needs and schedule.
• Client-Approved Paid or Unpaid Time Off: Time off may be granted by your client. Paid time off is optional and only if offered by the client.
• Access to Tools & Resources: Templates, workflow guides, productivity tools, and client-specific SOP support to help you perform at your best.
• Optional Performance-Based Incentives: Some clients may offer bonuses, incentives, or increased hours based on your performance.

These are optional resources and client-approved allowances available to you as an independent contractor. Any resources, trainings, or allowances listed are optional contractor perks and not employee benefits.