Lucy Nyaboke NyakundiMedical Virtual AssistantSay hello
MEDICAL VIRTUAL ASSISTANT · MOMBASA, KENYA

I help keep appointments, messages and follow-ups moving.

Clear next steps for patients and the people who support them.

Hi, I’m Lucy. I have two years of experience as a Medical Virtual Assistant, supporting scheduling, patient coordination, documentation, and follow-up. I pay attention to what still needs doing. A message sent isn’t always a task finished, so I leave a clear note about the next step and who owns it. I follow the practice’s procedures and ask when something falls outside my role.

View my work demonstrations Explore my services Contact me Download portfolio PDF
Mombasa, Kenya HIPAA training certificate 2 years in MedVA work
MEDVA · ADMINISTRATION · COORDINATIONA little about how I work
01 / About Lucy

Good admin work is often in the details.

I’m Lucy, based in Mombasa. Here’s what I pay attention to when I support a healthcare team.

For two years, I’ve supported the admin work around patient care—appointments, coordination, documentation, and follow-up. I like to leave the next person a clear note: what came in, what I did, and what still needs attention. That way, open work is less likely to disappear between shifts.

When I speak with a patient, I try to be warm and straightforward. If I can’t confirm something, I don’t guess. I follow the practice’s procedures, use only the information needed for my assigned work, and ask if identity or authorization is unclear. I don’t diagnose or give clinical advice; clinical questions belong with clinical staff.

I’m ready to learn the systems and routines used by the team I join. Each practice has its own way of working, and I’m comfortable learning those procedures instead of assuming one size fits all.

02years of MedVA experience
09administrative service areas
05simulated work demonstrations
02 / Skills & tools

Tools & Technology Familiarity

Tools I’m familiar with, the admin work I can support, and systems I’m ready to learn.

TOOLS & TECHNOLOGY FAMILIARITY

Tools I’m familiar with

CRM & Workflow Management: HubSpot, GoHighLevel

Business Communication & Calling: RingCentral, 8x8

Dialing Tools: Familiarity with dialer workflows

I’m familiar with these platforms and how they may help keep contacts, appointments, communication, and follow-ups organized. In an interview, I can talk clearly about what I know and what I’d need to learn in your setup.

Tool features and approved use depend on each employer's setup, access, contracts, and procedures.

MEDICAL ADMINISTRATION

Administrative work I can help with

Appointment schedulingCalendar coordinationPatient intakePatient communicationCall handlingCallback coordinationInbox managementAdministrative documentationTask trackingPatient follow-upReferral follow-upRecords request trackingInsurance eligibility supportAppointment confirmationsRemote handovers
HOW I WORK

Privacy & professional boundaries

I follow identity and authorization checks, use the channels the practice approves, and ask when I’m unsure. Clinical questions go to the right clinical staff. My HIPAA training is not a licence or an independent compliance guarantee.

READY TO LEARN

Practice-specific systems

I haven’t listed an EHR or payer portal as a system I already use. I’m ready to learn the tools, documentation standards, and procedures used by the practice I join.

03 / Services

A few ways I can help.

From booking a first visit to following up on a missing form, I focus on clear details and a clear next step.

01

Appointment scheduling

I can help book or reschedule visits, check availability, confirm the details, and send reminders using the practice’s process.

One way I’d helpBefore a confirmation goes out, I recheck the provider, visit type, date, and time.
Why it helpsPatients know what to expect, and the team avoids preventable booking mix-ups.
02

Patient intake & registration

I help new and returning patients complete the details and forms the practice requires—without collecting extra information.

One way I’d helpI use a checklist and note what is still missing so it can be followed up securely.
Why it helpsThe team can see what is complete before check-in.
03

Patient communication

I can answer routine appointment questions, return calls, and help move administrative requests along. If a question needs a clinical answer, I pass it on.

One way I’d helpI acknowledge the request, explain what happens next, and send anything outside my role to the right person.
Why it helpsPatients get a clear reply without a promise I can’t make.
04

Eligibility verification support

I can record what an authorized payer check returns and flag what is still unclear, rather than guess.

One way I’d helpIf a referral or authorization may be needed, I send that question to the responsible team.
Why it helpsThe team can see what the check did—and did not—confirm.
05

Records & documentation

I can log a records request, note what is missing, and track it through the practice’s review process.

One way I’d helpI record the status, owner, and next follow-up without copying unnecessary sensitive details.
Why it helpsThe request stays visible while the authorized team handles any release decision.
06

Follow-up coordination

I keep track of callbacks, referral documents, and open admin tasks—especially who owns the next step and when to check again.

One way I’d helpIf a referral hasn’t arrived, I note the last attempt and set a follow-up date.
Why it helpsOpen items are less likely to get lost between shifts.
07

Inbox & task management

I sort requests by the practice’s rules, update their status, and leave a handover the next person can use.

One way I’d helpAt the end of a shift, I separate what’s done, what’s waiting, and what’s been escalated.
Why it helpsA message sent isn’t a task finished; the next action stays visible.
08

Privacy-conscious support

I follow the identity and authorization process, use approved channels, and access only what I need for the task.

One way I’d helpIf I’m unsure whether information can be shared, I stop and ask an authorized team member.
Why it helpsPrivacy is part of the work—not an afterthought.
09

Prescription request routing

I can acknowledge a prescription request and pass it to the authorized clinical team. I don’t approve, prescribe, or renew medication, and I can’t promise when a decision will be made.

One way I’d helpI confirm the request was received and explain the approved next step.
Why it helpsThe patient knows it has been passed on; a clinician makes the decision.
04 / Demonstrations

Medical Virtual Assistant Work Demonstrations

These made-up examples show how I’d handle a request, keep the record clear, and follow up. They are not real patient assignments.

These are simulated portfolio demonstrations created for professional skills presentation. All names, patient details, records, and scenarios are fictional. They are not actual patient records or representations of specific completed patient assignments.

01A new patient’s first call and appointmentA friendly first call, the right checklist, and a confirmation checked before I send it.
The situation

A new patient calls and isn’t sure what to bring. I’d start by clarifying what they need, ask only for the details the practice requires, and check the appointment before confirming it.

What I would handle

Listen, confirm the request, follow the practice's scheduling rules, record accurate details, send an approved confirmation, and route any clinical or accommodation question to the designated team.

A sample call

Lucy: Good morning, Sample Family Practice. This is Lucy. How may I help you?

Caller: I'm new and would like to make an appointment. I'm not sure what you need from me.

Lucy: I can help with the registration and scheduling steps. First, may I confirm your name and the best approved way to contact you? I'll ask only for the information required by the practice.

Caller: Morgan Example. Email is easiest.

Lucy: Thank you. In your own words, what would you like the appointment to be for? I can record that for the team, but a clinician will assess any medical concern.

Caller: I need to establish care and ask a clinician about a concern.

Lucy: Understood. I'll check the appointment options and the practice's new-patient instructions. If the concern needs clinical review before booking, I will connect you to the approved clinical process rather than make that decision myself.

My intake checklist

NEW PATIENT · SIMULATED INTAKEFictional template

Full nameConfirm spelling with caller

Date of birthVerify using approved workflow

Preferred contactApproved phone/email channel

Reason for visitPatient's own words; administrative note only

Preferred dates/timesRecord options, not assumptions

RegistrationNew-patient requirements per practice

InsuranceIf applicable and requested by process

Forms/documentsList required items and due date

Do not collect additional sensitive details “just in case.” Use the practice's approved intake form and secure channel.

How I’d book the visit

  1. Clarify what the caller is asking to schedule and confirm contact preferences.
  2. Check the authorized provider calendar and current availability.
  3. Confirm the appointment type using practice instructions; do not infer clinical suitability.
  4. Offer available options and any approved in-person or telehealth choice.
  5. Repeat the patient's selected date and time and confirm the time zone where relevant.
  6. Share only approved arrival, location, preparation, or telehealth instructions.
  7. Enter the appointment and required administrative details in the approved system.
  8. Send confirmation through the approved patient communication channel and document the action.

Fictional note

RecordSIM-INT-01 · fictional

PatientMorgan Example · fictional

DOB14 May 1987 · fictional example only

Contactmorgan.example@example.test · reserved test domain

Visit reason“Establish care and discuss a concern” · patient's words

Appointment12 November 2026 · 10:30 a.m. · Sample Provider A

StatusBooked; new-patient forms sent through approved channel

Next actionConfirm forms received per practice workflow

All entries above are invented examples. In a real workflow, use the employer's approved system, date/time format, identity checks, and instructions.

A confirmation I’d send

Subject: Appointment confirmation

Hello Morgan,

Your appointment with Sample Provider A is scheduled for Thursday, 12 November 2026 at 10:30 a.m. Please follow the new-patient instructions shared through the practice's approved channel and contact us if you need to request a change.

This is an administrative confirmation. If you have a clinical concern, please use the practice's approved clinical contact or triage process.

Kind regards,
Sample Family Practice

If the plan changes

  • Preferred time unavailable: explain the next available options; do not overbook or promise an unapproved slot.
  • Required information missing: identify the specific administrative item, explain how to provide it securely, and track the next step.
  • Accommodation requested: acknowledge respectfully and route the request to the designated team; record only necessary details.
  • Symptoms mentioned: do not diagnose or decide urgency. Follow the practice's approved triage/escalation process and document the handoff.

Before I close this task

  • Patient identity and contact details match the approved process.
  • Provider, appointment type, date, time and time zone are correct.
  • Instructions and confirmation use an approved channel.
  • Required forms and outstanding items have a named next action.
  • Any clinical concern or accommodation request is routed to the appropriate team.

Getting the details right at the start helps prevent avoidable rework and gives the patient a clear next step.

Skills this shows: active listening, accurate data capture, calendar coordination, patient-friendly writing, documentation, follow-through, and role-boundary awareness.

02When a family member asks for resultsI stay kind, check authorization, and don’t share results based on family status alone.
The situation

A caller says she’s a patient’s sister and asks for lab results. She says her sister asked her to call. I’d respond kindly, follow the identity and authorization process, and avoid discussing results until permission is confirmed.

What I would handle

Follow the practice's identity and authorization procedure; keep the request within the minimum necessary; avoid confirming protected information during verification; document the request accurately; and route any unclear scope or approval decision to authorized staff.

A sample call

Lucy: I understand you'd like to help your sister. Before the practice can discuss any patient information, I need to follow our identity and authorization procedures.

Caller: I'm her sister. She told me to call.

Lucy: Thank you for explaining. Being a relative does not by itself confirm permission for us to share information. I can check the approved authorization record or explain how your sister can contact the practice directly.

Caller: This is taking too long. Just tell me whether the results are ready.

Lucy: I can't confirm or disclose patient information until the required checks are complete. I can route your request for review or provide the practice's approved steps for the patient to authorize communication.

How I’d check authorization

  1. Follow practice policy to verify the caller's identity without revealing protected details during the check.
  2. Review the approved record/process for current authorization, scope, expiration, and any applicable restrictions.
  3. If authorization cannot be confirmed, do not disclose; explain the next safe route and document the request minimally.
  4. If additional review is needed, hold the request and route it to authorized staff or the designated privacy officer.
  5. If authorization is confirmed under applicable law and practice procedure, disclose only what the authorized person and role may receive, using an approved channel. Do not interpret results.
  6. If the caller is frustrated or pressures for an exception, remain calm, repeat the policy boundary, and offer the approved alternative without bypassing controls.

Fictional note

RequestSIM-PRIV-02 · fictional request code

Caller claimFamily member requesting information

Identity checkInitiated per approved workflow; outcome not confirmed in this example

AuthorizationNot confirmed; no information disclosed

ActionExplained patient-direct contact/authorization route; routed for authorized review

Next stepAuthorized team reviews status; follow-up due per policy

Do not copy sensitive result details into an administrative note unless the approved workflow requires it.

When I’d stop and ask for help

Route ambiguous scope, legal questions, conflicting records, repeated pressure, or a suspected privacy incident to the authorized staff member/privacy officer. Confirm identity and authorization separately; keep access to the minimum needed; use an approved channel; document the outcome and next action. A family relationship alone never grants access, and I do not independently approve a release.

  • No results or patient details are confirmed before the applicable checks.
  • Identity and authorization are considered separately and in scope.
  • Any uncertainty is assigned to authorized staff or the privacy officer.
  • The note records the request and next step without unnecessary medical details.

Why this matters: The caller leaves knowing what needs to happen next, while the record shows the request is waiting for an authorized review. That’s safer than guessing or making a one-off exception.

Skills this shows: calm communication, confidentiality awareness, minimum-necessary handling, adherence to procedure, documentation, and appropriate escalation.

03Checking insurance details without overpromisingI record what the payer returned, flag what’s unclear, and don’t promise coverage.
The situation

A patient has a visit coming up and shares insurance details. I’d check eligibility using the practice’s authorized process, record exactly what the payer returns, and leave unanswered questions with the right team.

What I would handle

Use only an authorized payer source; compare the supplied policy details through the approved procedure; record what the payer actually returned for the service date; state limitations plainly; and assign unanswered referral, network, or authorization questions to the responsible team.

What I’d check

Collect only the fields needed by the practice: patient and policy information, payer name, subscriber relationship, requested date of service, and any missing-item note. Then check through an authorized channel:

  • Patient and policy details match the approved source.
  • Eligibility for the date of service and coverage effective dates.
  • Provider network information, when available.
  • Copayment, remaining deductible, and coinsurance, when available.
  • Referral or prior-authorization requirements and who must confirm them.
  • Missing information, portal limitations, and unresolved coverage questions.

Fictional insurance worksheet

SIMULATED ONLY · no real policy or member identifiers
Patient / payerCase SIM-INS-03 · “Taylor Sample” / Sample Payer
Policy fieldsFictional plan; member ID: SIMULATED-NOT-A-REAL-ID
Date of service18 November 2026 · fictional example
Eligibility / datesActive response returned for example date; effective dates recorded from simulated response
NetworkNot independently guaranteed; confirm provider/facility with payer as needed
Copayment$35 simulated estimate per example response
Deductible / coinsurance$500 remaining / 20% simulated example values
Referral / authorizationPossible referral requirement; authorized team to confirm before visit
Checked / next stepSimulated payer channel / follow up on referral requirement; no guarantee of payment

All payer names, figures, benefits and identifiers above are invented training examples. A returned eligibility response is not a guarantee of coverage or reimbursement.

A note to the team and a message to the patient

Internal · administrative summary

Eligibility was checked through the approved payer process for the scheduled date. The simulated response indicated active eligibility and returned example cost-share information. A referral requirement remains to be confirmed by the authorized team. Please review the open item before the visit. Benefits and payment are not guaranteed by this check.

Patient · careful explanation

We have checked the eligibility information available through the payer's response. The information is an estimate and does not guarantee that a service will be covered or what the final amount will be. We are following up on one remaining requirement and will share any update through the practice's approved channel.

If the payer check is unclear

If the portal is unavailable, use the authorized backup contact procedure and record the attempt. If details do not match, do not guess—confirm with the patient through the approved process. If eligibility cannot be confirmed, document that status and the next follow-up. If prior authorization may be required, route it to the responsible authorized team; do not represent it as approved. Record source, check date, date of service, result, limitations and owner. Insurance verification is administrative support, not clinical judgment or the payer's final coverage decision.

  • Source and check date are recorded.
  • The result is tied to the requested date of service.
  • Returned figures are identified as estimates, not promises.
  • Missing, unmatched, or unresolved items have an owner and follow-up.

Why this matters: The team can see what the payer confirmed, what’s still open, and who will follow up—without mistaking an estimate for a promise.

Skills this shows: careful information handling, structured verification support, clear limitation-setting, task tracking, and concise team communication.

04Keeping five follow-ups from slippingEach request gets an owner and next step before I hand the work over.
The situation

Five items arrive together: an appointment confirmation, billing callback, missing referral, refill request, and clinical message. I’d give each an owner and next step under the practice’s rules, then hand over anything still open. The clinical message follows the practice’s triage process; I don’t assess urgency myself.

What I would handle

Log each request with a task ID, received date, category, priority under practice rules, status, responsible owner, next action, deadline, and completion note; use approved communication channels; route clinical items promptly under the practice's triage process; and hand over unresolved work with clear ownership.

Fictional task tracker

SIMULATED TASKS · no patient names or identifiers
Task IDCategoryDate receivedPriorityStatusOwnerNext actionFollow-up deadlineCompletion notes
SIM-T01Appointment15 Oct 2026 · 9:05Routine per rulesReady to sendAdminSend approved confirmation15 Oct 2026Pending confirmation entry
SIM-T02Billing callback15 Oct 2026 · 9:18Routine per rulesPendingBilling teamReview and call backPractice targetAcknowledged and routed
SIM-T03Referral document15 Oct 2026 · 9:42Routine per rulesWaitingReferral coordinatorRequest securely; recheck16 Oct 2026Request attempt documented
SIM-T04Refill request status15 Oct 2026 · 10:10Administrative receiptRoutedClinical teamConfirm receipt; clinical reviewPer policyRouted; no renewal promised
SIM-T05Clinical message15 Oct 2026 · 10:22Per triage protocolEscalatedDesignated clinical staffPrompt handoff and follow protocolPrompt per protocolHandoff documented

A real tracker follows the practice's priority definitions and secure system. The assistant does not independently decide clinical urgency.

How I’d move each item forward

  • Appointment: verify provider/date/time/type, send approved confirmation, record sent status.
  • Billing callback: acknowledge receipt, route to billing, record callback owner and target time; do not estimate an amount or promise an outcome.
  • Referral: identify the missing document, contact the appropriate office through approved channels, record attempt/date, set the next follow-up.
  • Prescription request: acknowledge receipt and route to authorized clinical staff; do not approve, prescribe, or promise renewal.
  • Clinical message: follow the practice's triage protocol promptly; do not independently determine clinical urgency or leave a potentially urgent message in a routine queue.

Four messages I’d send

Appointment · fictional example

Hello Morgan, your appointment with Sample Provider A is confirmed for Thursday, 12 November 2026 at 10:30 a.m. (practice local time). Please follow the new-patient instructions sent through the practice's approved channel. If you need to request a change, contact us using that channel. Kind regards, Sample Family Practice.

Billing inquiry

Thank you for contacting us about your billing question. I have routed your message to the billing team for review. They will follow the practice's callback process; I cannot confirm the outcome or amount before their review.

Prescription request

We have received your prescription request and routed it to the authorized clinical team for review. I cannot approve a prescription or promise a renewal. Please follow the practice's instructions if you need clinical assistance.

Referral document

We are following up with the referring office for an administrative document needed for coordination. We will update you through the approved channel when we have more information.

A handover the next shift can use

HANDOVER · SIMULATEDFictional shift

Completed: SIM-T01 confirmation sent and logged; SIM-T02 acknowledged and routed.

Pending: SIM-T03 referral document requested; next check set for next business day. SIM-T04 routed to clinical team; monitor approved receipt workflow.

Escalated: SIM-T05 transferred promptly via designated clinical escalation path; receiving team follows practice protocol.

Unresolved / owner: Referral coordinator owns SIM-T03; billing team owns SIM-T02; clinical staff own SIM-T04/05.

Next shift: Review due items, confirm outcomes, update status and document next actions before closing tasks.

Before I hand it over

  • Each item has a fictional task ID, received time, rule-based priority and current status.
  • The responsible team and next action are explicit.
  • Follow-up deadlines reflect practice policy; no task disappears after a message is sent.
  • Clinical messages have an accountable handoff, not an administrative urgency judgment.
  • Handover notes distinguish completed, pending, escalated and unresolved items.

When each item has an owner and a next step, the next shift doesn’t have to guess what’s been done or what’s still waiting.

Skills this shows: inbox organization, task ownership, written communication, referral follow-up, handover and escalation discipline.

05A records request, tracked to the right teamI acknowledge it, note what’s missing, and track it through the authorized review.
The situation

A patient asks for a copy of their records. I’d acknowledge the request, check what’s missing, and keep it moving through the practice’s review process. The authorized team handles any required approval or release.

What I would handle

Acknowledge the request without promising release; check required fields, identity, recipient and scope through the approved process; identify missing documentation; route approval questions to the authorized records team; and keep the request open and traceable until that team confirms the outcome.

First reply and request review

Sample acknowledgment

Thank you for contacting the practice about your records request. We will review the information and any required authorization, then route it through the practice's records process. We will let you know if anything else is needed. I can't promise an immediate release, but we will track the request and provide updates through the approved channel.

Check whether required fields and forms are present; verify requester identity using the approved process; confirm recipient details and request scope; identify missing documentation; route questions or release approval to the authorized team. Applicable law and practice procedures must be followed before information is released. Lucy does not independently release records when approval is required.

Fictional request log

SIMULATED REQUEST · no record contents or real identifiers
Request ID / dateSIM-REC-05 · 15 October 2026
Request typePatient copy request · fictional
Identity verificationPending authorized workflow
DocumentationRequest received; one required field needs clarification
Assigned team / statusRecords team / awaiting clarification
Next action / follow-upSend approved missing-information request; follow up per policy

Sample messages

Requesting missing administrative information

To continue processing your records request, we need one more detail: the recipient’s mailing address. Please send it through the practice’s approved channel. I’ll keep your request open and update you after the records team reviews it.

Internal routing

Records team: fictional request SIM-REC-05 is logged. Identity verification remains pending through the approved workflow, and one required administrative field has been requested. Please review authorization and release requirements before any records are prepared or sent. Follow-up is set according to policy.

Before the request can be closed

Before routing, check for incomplete documentation, incorrect recipient details, missing authorization, and unclear scope or instructions. Record each approved contact attempt, owner, status and follow-up date. Keep the request open until the authorized team confirms the outcome; then update the administrative log with the approved closure note, without copying unnecessary medical details.

  • Requester identity and recipient details checked through the approved process.
  • Required forms and authorization reviewed by the responsible team.
  • Request scope and delivery instructions are clear.
  • No records released by an unauthorized person.
  • Outcome confirmed, status updated and next action closed or assigned.

Why this matters: One simple log shows what came in, what’s missing, who is reviewing it, and when to check again. It helps keep requests from getting lost and prevents release before the required review.

Skills this shows: request tracking, careful administrative documentation, confidentiality-conscious handling, error prevention and dependable closure.

05 / Role boundaries

When a message needs clinical attention.

If a message might need clinical attention, I don’t leave it in a routine inbox or try to judge it myself.

SIMULATED MINI-DEMONSTRATION

Potentially urgent symptoms in a patient message

Situation: A fictional patient message mentions symptoms that may need prompt clinical assessment. I do not try to diagnose, reassure, or decide how urgent the symptoms are.

  1. Acknowledge receipt only if the approved process calls for it, using the practice's safe wording.
  2. Promptly route the message through the approved triage or emergency escalation pathway; do not leave a potentially urgent message in a routine inbox.
  3. Document time received, routing action, responsible team and confirmation according to policy—without adding an independent clinical interpretation.

Actual handling depends on the practice's procedures and applicable emergency protocols. Clinical assessment belongs to authorized clinical staff.

06 / Confidentiality

Confidentiality Is Part of Every Task.

I take privacy seriously in the small choices—what I access, what I say, where I send it, and when I stop to ask.

“I ask only for what the task needs, follow the practice’s verification steps, and check with someone authorized if I’m unsure.”

MY WORKING PRINCIPLE
  • Access only information necessary for assigned duties.
  • Follow identity-verification and authorization procedures.
  • Use employer-approved communication systems and channels.
  • Protect account credentials and secure devices/work environments.
  • Do not make unauthorized disclosures; ask if authorization is unclear.
  • Handle and transmit information only according to approved procedures.
  • Recognize and promptly report suspected privacy incidents.
  • Follow applicable law and organizational policies.
TRAINING REFERENCE

HIPAA Certificate

HIPAA-trained. The certificate reflects training; it does not make me a licensed healthcare professional or independently establish an employer's compliance.

The issuer, issue date, certificate number, and certificate image are not displayed here.
TRAINING
07 / Remote readiness

Technology and Remote Workflow Readiness

Here’s what I know now—and what I’m ready to learn in a new practice.

01

HubSpot CRM

In HubSpot’s CRM context, I understand how contact details and follow-up tasks can stay organized. I’d work within the practice’s approved setup.

PLATFORM FAMILIARITY
02

GoHighLevel

GoHighLevel is another platform I’m familiar with. I’d learn the forms, reminders, and hand-offs the practice uses before taking on a workflow.

PLATFORM FAMILIARITY
03

RingCentral

My RingCentral familiarity is in business calling and communication. I’d follow the practice’s call-handling process and leave a clear note when something needs follow-up.

PLATFORM FAMILIARITY
04

8x8

With 8x8, I’d follow the employer’s approved calling and messaging process. A call should leave a clear next step, not just a log entry.

PLATFORM FAMILIARITY
05

Dialer workflows

I’m familiar with dialer workflows. I keep the call purpose, callback timing, and follow-up note clear; I haven’t named a specific product or proficiency level.

WORKFLOW FAMILIARITY

Ready to learn your setup. I haven’t claimed a particular EHR or payer portal as past experience. I’m ready to learn the systems and procedures your practice uses. A tool is appropriate for protected information only when the employer has approved its configuration, contracts, security controls, and policies.

08 / Communication

How I Communicate With Patients and Healthcare Teams.

I try to keep my messages warm, plain, and honest. People should know what happens next without being promised something I can’t decide.

01
APPOINTMENT CHANGE

Unclear “We’re full. Try another day.”

I’d say “That time is not available. I can check the next options and confirm a time that works for you.”

It gives the patient a next step instead of ending the conversation abruptly.
02
PRESCRIPTION REQUEST

Unsafe promise “Your refill will be ready today.”

I’d say “I’ve received your request and routed it to the authorized clinical team for review. I can’t promise a renewal or timing.”

It lets the patient know what I did, while leaving the decision with the clinical team.
03
INFORMATION REQUEST

Privacy risk “Since you’re family, I can tell you.”

I’d say “I need to follow our identity and authorization process before discussing any patient information. I can explain the approved next step.”

It protects private information and still gives the caller a way forward.
Warmth & respectActive listeningClear writingAccurate confirmationCalm responseAppropriate escalationNo unsupported promisesNo unauthorized medical advice
09 / Work products

Selected Administrative Work Samples

These are examples of checklists and trackers I might adapt to a practice’s process. All names and details are made up.

01 · INTAKE

New-patient checklist

  • Confirm name spelling, DOB and approved contact
  • Record visit reason in the patient's own words
  • Offer available appointment windows per rules
  • List required registration forms and due date
  • Record insurance details only if applicable
  • Assign each missing item an owner and next step
SIMULATED ENTRY
Morgan Example · new-patient forms sent securely · next action: confirm receipt per practice workflow.
Collect only fields required by the approved intake process.
02 · SCHEDULING

Appointment confirmation

FICTIONAL EXAMPLE · 12 NOV 2026

Hello Morgan, your appointment with Sample Provider A is confirmed for Thursday, 12 November 2026 at 10:30 a.m. (practice local time). Please follow the new-patient instructions sent through the practice's approved channel. If you need to request a change, contact us using that channel.

Kind regards,
Sample Family Practice
Confirm provider, appointment type, date/time and approved instructions before sending.
03 · INSURANCE

Verification worksheet

SIM-INS-03 · Taylor Sample · Sample Payer
Source/date: authorized simulated source · 15 Oct 2026
Service date: 18 Nov 2026 · eligibility: active response (fictional)
Network: confirm as needed · copay: USD 35 simulated
Deductible: USD 500 remaining · coinsurance: 20% simulated
Referral: possible; authorized team to confirm
Owner/next step: billing team · follow up before visit
Fictional figures only. An eligibility response is not a coverage or payment guarantee.
04 · FOLLOW-UP

Open-task tracker

Task · received · category / priorityStatus / ownerNext action · due · completion noteSIM-T01 · 15 Oct · appointment / routineSent · adminConfirm entry · 15 Oct · confirmation loggedSIM-T03 · 15 Oct · referral / routineWaiting · referral teamRequest securely · 16 Oct · attempt loggedSIM-T05 · 15 Oct · clinical / protocolEscalated · clinical staffPrompt handoff · per protocol · receipt documented
Priorities and deadlines follow fictional practice rules; no urgency is independently assessed.
05 · RECORDS

Request tracking

SIM-REC-05 · 15 Oct 2026 · patient copy request
Identity: pending approved verification · documents: one field needs clarification
Assigned team: records · status: awaiting clarification
Next action: send approved request through the secure channel
Follow-up: per policy · completion: open until authorized review closes
Do not release records before required identity, scope and authorization review.
06 · HANDOVER

End-of-day summary

FICTIONAL SHIFT HANDOVER · 15 OCT 2026
Completed: SIM-T01 confirmation logged; SIM-T02 billing question routed.
Pending: SIM-T03 referral requested; referral team to recheck next business day.
Routed: SIM-T04 refill request acknowledged and sent to clinical staff; no renewal promised.
Escalated: SIM-T05 passed to designated clinical staff under the practice process.
Next shift: confirm outcomes, update statuses, assign remaining follow-ups.
A sent message is not automatically a closed task.
07 · COMMUNICATION

Patient message examples

Billing: Thank you for your question. I have routed it to the billing team for review; I cannot confirm an amount before they respond.

Prescription: We received your request and routed it to the authorized clinical team. I cannot promise a renewal or timing.

Referral: We are following up with the referring office for an administrative document and will update you through the approved channel.
Fictional messages; send only through an approved channel.
08 · PRIVACY

Request-handling check

  • Verify identity by the approved method
  • Check authorization, scope and restrictions
  • Use only the minimum necessary access
  • Route uncertainty to authorized staff
  • Document outcome, owner and next step
SIMULATED OUTCOME
A caller identifying as a patient's sister requests results. Authorization is not confirmed; no information is disclosed; request routed for authorized review.
A family relationship alone does not authorize access.
10 / Quality assurance

My Administrative Quality-Control Checklist

Before I mark a task done or pass it along, I check the basics.

INTERACTIVE CHECKLIST · NO PATIENT DATA SAVED

A quick check before I close or hand it over.

0/11 checked

This checklist is just a reminder; it doesn’t save or send patient information. Sending a message doesn’t finish the task—I still need to update its status, outcome, owner, and next step in the approved system.

11 / My working method

How I Approach Every Task

My routine is simple: understand, check, do the admin work, write it down, and follow through. It helps me avoid guessing and keeps the next step clear.

01

Understand

I make sure I know what the patient or team needs and which procedure applies.

02

Verify

I check the details in the approved place.

03

Execute

I handle the admin part carefully and stay within my role.

04

Document

I note what I did and what still needs to happen.

05

Follow through

I keep open items visible and confirm closure when needed.

WHAT I TRY TO BRING TO THE WORK
ConfidentialityUse the right access and channel.
AccuracyCheck before I send or save.
EmpathyListen and explain the next step.
ReliabilityKeep follow-ups from slipping.
AccountabilityWrite down what happened.
Willingness to learnLearn the practice’s systems.
Clinical boundariesSend clinical questions to clinicians.
OrganizationMake status and ownership clear.
Consistent communicationKeep people updated.
12 / Get in touch

Need help with the admin work? Let’s talk.

If your team needs support with scheduling, patient communication, documentation, or follow-up, I’d be glad to talk. I bring two years of Medical Virtual Assistant experience, a careful eye for detail, and a willingness to learn the way your practice works. I’ll follow your procedures, keep open tasks visible, and leave clinical decisions to clinical staff.

Email Me Call MeSee how I’d handle common requests
Download Portfolio PDF
LN

Lucy Nyaboke Nyakundi

Medical Virtual Assistant
HIPAA-Certified

Mombasa, Kenya
lucydiryan1@gmail.com +254 710 789 193