· Reviewed by Issabela Masters
Why do eClinicalWorks users need a virtual assistant?
In most eClinicalWorks practices the telephone encounter queue is the honest measure of how the front office is doing. Refill requests, results questions, scheduling calls, forms, insurance changes: they arrive faster than a two-person desk can close them, and by Thursday the oldest one is five days old and the patient has called twice. The same pressure shows up in the billing module, where rejections wait and open encounters pile up because nobody has an uninterrupted hour. An assistant is that hour, every day. They close telephone encounters, book and confirm, verify coverage, chase authorizations and work rejections, while your in-office staff take care of the people at the window.
What can a virtual assistant do inside eClinicalWorks?
- Telephone encounters
- Opens, actions and closes telephone encounters in your queues, routes clinical items to the right provider or nurse and keeps the oldest item in the queue under your agreed age.
- Resource scheduling
- Books, reschedules and cancels across provider and resource columns using your visit types, and works the wait list when a slot opens.
- Eligibility and patient demographics
- Runs eligibility ahead of the visit, updates subscriber and plan details in the Patient Hub and clears the failures returned by the batch check.
- Prior authorization
- Submits and chases authorization requests for imaging, procedures and specialty referrals, and records the number, units and expiry against the order.
- Claims, rejections and denials
- Works the rejection and denial worklists, corrects registration, coverage and modifier issues within your rules, resubmits and escalates true coding questions.
- ERA posting and patient statements
- Posts remittances, reconciles unapplied amounts as your biller directs, and sends patient statements on your cycle with courteous balance follow-up.
- Referrals and documents
- Sends outgoing referrals, tracks incoming ones, and indexes faxes and results into the chart with correct patient, date and document type.
- Patient portal and reminders
- Answers administrative portal messages, sends appointment reminders and recall outreach, and works no-show and cancellation lists the same day.
Integrations we handle
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eClinicalWorks and healow
Portal registrations, reminder responses and self-scheduled visits checked each morning and reconciled against the schedule.
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eClinicalWorks and Waystar
Clearinghouse rejections pulled daily, corrected in the practice database and resubmitted with the change noted on the claim.
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eClinicalWorks and RingCentral
Patient calls answered in your practice name, with each call turned into a telephone encounter rather than a sticky note.
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eClinicalWorks and Microsoft 365
Secure email and shared calendars for practice coordination. Patient information stays inside your EHR and approved systems.
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eClinicalWorks and QuickBooks Online
Collections and refunds reconciled with your bookkeeper monthly so the practice books match posted payments.
