Client Intake & Customer Support Virtual Assistant

Job Description

Job Title: Client Intake & Customer Support Virtual Assistant

Position Type: Full-Time

Work Hours: 9:00 AM – 6:00 PM EDT

Work Days: Monday – Friday

Salary: $5–$6 per hour (depending on experience)

Workplace: Remote

Preferred Candidate Location: Philippines

About the Opportunity

Our client is a well-established U.S.-based company that provides specialized consulting and support services to clients requiring a high level of professionalism, confidentiality, and customer care. They are looking for a dependable, customer-focused Virtual Assistant who will serve as the first point of contact for clients, ensuring every interaction reflects professionalism, accuracy, and exceptional service.

This is more than just answering calls—you will play a key role in creating a positive client experience from the very first interaction while handling sensitive information with the highest level of confidentiality.

Key Responsibilities

• Serve as the first point of contact by answering inbound client calls professionally and courteously.
• Respond to general client inquiries regarding services and expected timelines.
• Verify client information accurately before processing requests.
• Create and organize client folders within the company's custom portal/CRM.
• Document all client interactions accurately and maintain organized records.
• Escalate complex questions or concerns to management when appropriate.
• Maintain strict HIPAA compliance while handling confidential client information.
• Provide a welcoming, customer-first experience that reflects professionalism and builds trust.
• Submit end-of-day reports summarizing completed work and pending items.
• Consistently meet productivity, quality, and customer service expectations.
• Follow company procedures while maintaining accuracy, accountability, and confidentiality.

Tools You'll Use

• RingCentral (Phone System)
• Custom Portal / CRM

Performance Expectations

Success in this role will be measured by:

• Delivering exceptional customer service on every interaction.
• Handling inbound calls professionally and efficiently.
• Accurately verifying client information.
• Properly creating and organizing client records in the company portal.
• Responding confidently to general client questions.
• Escalating complex concerns appropriately.
• Maintaining HIPAA compliance and confidentiality.
• Meeting productivity expectations through workload management.
• Submitting accurate and timely end-of-day reports.
• Demonstrating reliability, accountability, and consistency.

Requirements

Experience Requirements

• Previous experience working as a Virtual Assistant or in a remote customer service, client support, call center, intake, or administrative role is required.
• Medical education or healthcare degree is not required.
• Professional medical license (RN, PT, MD, etc.) is not required.
• Experience handling confidential or sensitive information is highly preferred.
• Experience supporting U.S.-based clients is an advantage.

Must-Have Qualifications

• Fluent in spoken and written English with excellent communication skills.
• Proven experience providing professional customer service.
• HIPAA Compliance Training and Certification (Required).
• Strong professionalism and customer service mindset.
• Reliable, responsible, and committed to long-term employment.
• Ability to manage a busy workload while maintaining accuracy and professionalism.
• Excellent organizational and multitasking skills.
• High attention to detail and confidentiality.
• Comfortable learning and using company software and workflows.
• Able to work independently with minimal supervision.
• Positive attitude and strong work ethic.
• Must be able to submit an NBI Clearance and/or Local Police Clearance before onboarding.
• Must be available to join video meetings with the camera on whenever required.

Basic Requirements

• Must speak and write English clearly and professionally.
• Must have relevant work experience.
• Must be able to provide an NBI Clearance and/or Local Police Clearance before onboarding (mandatory).
• Must be available to attend video meetings with camera on when required.

Technical Requirements

• Computer: Reliable laptop or desktop computer.
• Internet: Stable high-speed internet connection (minimum 25 Mbps).
• Audio: Noise-canceling headset.
• Video: Working webcam for virtual meetings.
• Workspace: Quiet and professional work 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, training, or allowances listed are optional contractor perks and not employee benefits.