Mary Joy Are

Healthcare Virtual Assistant | Patient Coordination & Clinic Admin Support

Accurate records, clear follow‑ups, and a calmer front office for your practice.

Five years of hospital laboratory experience, with zero documentation-related audit findings. I bring that same accuracy and attention to detail to patient coordination, scheduling, phone support, and administrative work.

For small clinics, mental health practices, and independent healthcare providers.

Book a 15-min intro call See how I can help

Available during your working hours · US practices · open to Canadian practices

About

Hi, I'm Mary Joy.

I started my career at La Consolacion University General Hospital, where I worked as a Medical Laboratory Technologist from November 2014 to December 2019. Each day, I validated about 80–100 diagnostic reports in the hospital information system and verified patient and test information with nurses and medical staff. I documented result handoffs to nursing stations and outpatients with receipt confirmation, and over five years I had zero documentation-related audit findings.

That work taught me habits I still rely on: check the details, write things down clearly, and confirm the information reached the right person. I also kept daily, weekly, and monthly QA/QC records in Excel and monitored laboratory supply levels.

From August 2025 to August 2026, I worked as a Customer Support Representative for YGG Play, handling 50–70 inquiries a day through Intercom. I documented each case, tracked follow-ups, and escalated complex issues with the context needed to investigate them.

In 2026, I also worked as an Outbound Voice Agent on a remote calling project, handling live calls through a dialer platform and following client scripts and call flows. It's the same discipline a clinic needs when patients are called to schedule, confirm, or follow up.

Alongside that, I guided a team of moderators and community helpers as a Senior Moderator for Yield Guild Games, built surveys in Typeform and Google Forms, and organized feedback in Google Sheets for the internal team.

In 2026, I completed BrightRoot Virtual Assistants' Healthcare Administrative Training Program, covering patient intake, appointment scheduling, and insurance eligibility verification in Jane App, OpenEMR, and Vozohealth, along with their US Medical Billing Training Program.

I now offer administrative and coordination support to healthcare practices in the United States, and I'm open to working with Canadian practices as well. I don't provide medical advice or make clinical decisions. My role is to keep information accurate, organized, and moving to the right person on time.

Documentation

Five years documenting work in a hospital setting.

Communication

Phone, chat, and email. 50–70 inquiries a day.

Follow-ups

Case tracking and confirmed handoffs.

Healthcare admin training

Intake, scheduling, and eligibility verification.

Services

Administrative and coordination support for your practice

Services I'm prepared to provide for your practice, so your team spends less time chasing messages and paperwork. Each one shows whether it draws on my work experience or my healthcare administrative training.

Transferable experience From my hospital, support, and calling work Training From my healthcare administrative training

Patient Coordination

Keeping patient communication organized, answered, and followed through.

Transferable experience

Inbound and outbound administrative calls, following your scripts and protocols
Patient inquiry handling and communication
Routing clinical questions to authorized clinic staff, with a clear summary of the request
Follow-up coordination so nothing is left waiting

Training

Patient appointment scheduling and coordination
Appointment confirmations and reminders
Patient intake support

Healthcare Administrative Support

Accurate and organized administrative records your team can rely on.

Transferable experience

Checking patient demographic and contact information for accuracy
Administrative documentation and record management
Records organization and data entry

Training

Patient registration and intake documentation
Insurance eligibility verification workflow support Gathering and recording eligibility information for your team to review. I don't make coverage determinations or guarantee benefits.

Clinic Operations Support

The trackers and documentation that keep day-to-day admin work running smoothly.

Transferable experience

Administrative trackers in Google Sheets or Excel
Pending-task and follow-up monitoring
Forms and survey creation
Documentation and workflow organization
Supply level monitoring Drawing on my experience monitoring hospital laboratory supplies.

What I don't provide

I provide administrative and coordination support only. I've completed HIPAA and PIPEDA compliance awareness training, and I handle patient information carefully. Your practice remains responsible for its compliance policies, and I follow the procedures you set.

Medical advice
Diagnosis
Treatment recommendations
Clinical triage
Interpretation of medical results
Medical coding
Claims submission

Why work with me

Five reasons practices can rely on me

0 audit findings

Documentation accuracy from a healthcare setting

I spent five years documenting work at La Consolacion University General Hospital, with zero documentation-related audit findings across those five years.

Medical Laboratory Technologist · 2014–2019

80–100 / day

Comfortable with high volume

At the hospital, I validated about 80–100 diagnostic reports a day in the hospital information system. As a Customer Support Representative at YGG Play, I handled 50–70 inquiries a day through Intercom.

Hospital · 2014–2019 | YGG Play · 2025–2026

Closed loop

Follow-ups that get closed

At the hospital, I documented result handoffs to nursing stations and outpatients with receipt confirmation. At YGG Play, I documented case details, tracked follow-ups, and moved each case to a clear next step.

Hospital | YGG Play

With context

Clear escalation

When an issue needed someone else, I escalated it with the context they needed to investigate. For your practice, that means questions reach the right person with a summary they can act on.

YGG Play · 2025–2026

Phone-ready

On-script, professional calls

As an Outbound Voice Agent, I handled live calls through a dialer, followed client scripts and call flows, and logged the correct outcome after every call. For your practice, that means patients are called the way your protocols say.

Outbound Voice Agent · 2026 | YGG Play · 2025–2026

Professional experience

Where I've worked

Some of these roles overlapped. Dates are shown exactly as held.

2026 · ContractRemote calling project

Outbound Voice Agent

Handled live phone calls through a dialer platform, following client-provided scripts and call flows.
Logged the correct disposition after every call and stayed on-script and professional throughout.

August 2025 – August 2026YGG Play

Customer Support Representative

Handled 50–70 customer inquiries daily through Intercom and live chat, troubleshooting issues and moving each case to a clear next step.
Handled voice calls with customers when an issue needed a call to resolve.
Documented case details, verified information, tracked follow-ups, and escalated complex issues to developers with the context they needed to investigate.
Earned a documented 97/100 QA score on an evaluated interaction, assessed on communication, accuracy, escalation and handoff, resolution, and closing.

November 2024 – August 2026Yield Guild Games

Moderator / Senior Moderator

Guided junior moderators, moderators, greeters, and community helpers to keep rule enforcement consistent, and escalated complex issues for review.
Built Typeform and Google Forms surveys, organized responses in Google Sheets, and shared member feedback with the internal team.

June 2024 – May 2025Mighty Bear Games

Community Moderator

Supported online community members, troubleshooting app issues and escalating recurring problems to the Community Manager for developer follow-up.

November 2014 – December 2019La Consolacion University General Hospital

Medical Laboratory Technologist

Validated about 80–100 diagnostic reports daily in the hospital information system (HIMS), with zero documentation-related audit findings across five years.
Verified patient and test information with nurses and medical staff, and documented result handoffs to nursing stations and outpatients with receipt confirmation.
Kept daily, weekly, and monthly QA/QC records in Excel and monitored laboratory supply levels.

Healthcare training & education

Training and education

My healthcare administrative skills come from the training below. They are separate from the work experience listed above.

Healthcare administrative training

Healthcare Administrative Training Program

BrightRoot Virtual Assistants · February 2026

Hands-on practice in patient intake, appointment scheduling, and insurance eligibility verification, using Jane App, OpenEMR, and Vozohealth.

US Medical Billing Training Program

BrightRoot Virtual Assistants · 2026

Foundations of the US medical billing cycle, so I understand how front-office accuracy affects what happens downstream.

Awareness training

HIPAA Compliance Awareness
PIPEDA Compliance Awareness
Trauma-Informed Care Awareness

Education

Bachelor of Medical Laboratory ScienceCentral Philippine University
Medical Technologist Licensure Examination (MTLE)Board Passer

Practice projects

Sample work

Self-directed practice projects that show how I approach healthcare administrative work. Each one uses fictional data and was not built for a real clinic.

Practice project · Fictional data

Patient Intake & Appointment Coordination System

A practical Excel-based workflow for organizing patient inquiries, appointment requests, and administrative follow-ups.

Download the Excel Sample Workbook Excel workbook (.xlsx) · 30 KB · fictional data only

Project overview

Small healthcare practices need an organized way to manage incoming patient inquiries, appointment requests, and pending administrative tasks.

I created this Patient Intake & Appointment Coordination System as a self-directed practice project to show how a Healthcare Virtual Assistant can support these day-to-day administrative workflows. The workbook brings the essential tracking activities together in one organized, easy-to-follow system.

The challenge

When patient inquiries and appointment requests are tracked across separate notes or spreadsheets, administrative teams may find it harder to:

Keep track of new patient inquiries.
Monitor appointment requests and confirmations.
Follow up on pending administrative requirements.
Maintain consistent patient communication.
See which administrative tasks still need attention.

My approach

I designed an Excel workbook with five connected sections:

Intake RegisterOrganizes new inquiries, contact preferences, intake status, assigned staff, and next actions.

Appointment TrackerRecords appointment requests, confirmed dates, times, time zones, appointment status, and confirmation progress.

Follow-Up QueueTracks pending administrative tasks, due dates, assigned staff, and completion status. Overdue tasks are visually highlighted.

Patient Communication TemplatesEditable examples for initial inquiries, appointment confirmations, reminders, administrative follow-ups, and routing clinical questions to authorized clinic staff.

Start Here GuideExplains the workbook's purpose, workflow, instructions, and appropriate use.

Tools & features

Microsoft Excel
Structured tracking tables
Dropdown menus for consistent data entry
Appointment and follow-up status tracking
Due-date monitoring and conditional formatting
Reusable communication templates

What this project demonstrates

This project demonstrates my ability to organize administrative information, maintain structured records, track pending tasks, coordinate appointment workflows, and prepare clear communication templates.

It also reflects the importance of accuracy, confidentiality, and knowing when a concern must be referred to authorized clinical personnel.

Project scope & privacy

This is a self-directed portfolio practice project. All names, contact details, and sample records are fictional.

It is not a live clinic system or a production electronic health record. It does not provide medical advice, clinical triage, diagnosis, treatment, or insurance coverage decisions.

Screenshots

Skills & tools

What I work with

Day-to-day work

Skills

Phone support and script adherence
Customer and patient-facing communication
Case documentation
Follow-up tracking
Escalation with context
Record and data accuracy
QA documentation
Form and survey creation

Tools

Google Sheets
Google Forms
Microsoft Excel
Typeform
Intercom
Discord
Telegram
Dialer software
Slack
Notion
Hospital information system (HIMS)

Healthcare admin systems (from training)

Skills

Patient intake
Appointment scheduling
Insurance eligibility verification

Tools

Jane App
OpenEMR
Vozohealth

Awareness training

HIPAA compliance awareness
PIPEDA compliance awareness
Trauma-informed care awareness

Work setup

Ready to work during your hours

I work from a quiet, dedicated workspace in Capiz, Philippines, with backups in place so your practice isn't left waiting.

Availability: During your working hours
Internet: 230 Mbps down / 114 Mbps up, wired when needed
Backup internet: DITO broadband
Main equipment: ASUS TUF A15 laptop (AMD Ryzen 7, 32 GB RAM)
Backup equipment: Secondary PC
Backup power: Power station for outages

Contact

Let's talk about your practice's admin needs.

If your team needs help with patient communication, appointment scheduling, follow-ups, or day-to-day administrative tasks, I'd be glad to hear what you're looking for.

I provide remote administrative support to healthcare practices in the United States and am open to working with practices in Canada.

Book a 15-min intro call

maryjoyare206@gmail.com

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