Mental Health Virtual Assistant (Calls, Scheduling & Patient Support)

Job Title: Mental Health Virtual Assistant (Calls, Scheduling & Patient Support)

Position Type: Full-Time / Part-Time (depending on phase)

Work Hours: 9:00 AM - 6:00 PM PDT

Work Days: Monday to Friday (with flexibility for evenings and after-hours coverage)

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

Job Code: WH-FMHT

Workplace: Remote

Preferred Candidate Location: PH

About the Role

You will be supporting a growing U.S.-based mental health practice currently run by a solo practitioner. The practice is in an early growth stage and needs a highly reliable, proactive Virtual Assistant to help manage operations, improve patient experience, and unlock significant growth potential.

The client is currently:

• Operating alone with no administrative staff
• Seeing ~4 patients per week but has 650+ monthly website visitors
• Losing potential revenue due to missed calls, low conversion, and administrative overload
• Managing a backlog of documentation and $4,000+ in unclaimed insurance billing

This role is critical in helping the practice scale, improve patient access, and recover lost revenue.

Scope of Work / Responsibilities

Top Priorities

• Handle high-volume inbound and outbound phone calls professionally
• Manage appointment scheduling and calendar coordination
• Aggressively follow up on denied/unclaimed insurance claims and billing issues

Critical Function: On-Call & Crisis Support

• Be available on-call for extended hours when needed
• Assist in handling mental health crisis calls (including suicide-related situations)
• De-escalate callers calmly and professionally when possible
• Immediately notify the clinician and/or appropriate authorities when escalation is required
• Act as a first point of contact and triage support (no clinical intervention required)

Additional Responsibilities

• Insurance verification for patients
• Patient data entry and EMR/EHR management
• Re-engagement calls to prospective patients who did not convert
• Assist with extensive documentation and note-taking (high priority due to backlog)
• Submit prior authorization forms promptly
• Handle patient communications and appointment confirmations

Desired Skills, Qualifications & Personality Traits

• Strong, professional phone presence with clear and neutral English communication
• Experience in medical/healthcare settings (mental health preferred)
• Proven ability in billing, claims follow-up, and insurance processes
• Excellent documentation skills and attention to detail
• Comfortable handling heavy call volumes and administrative workload
• Emotionally intelligent and compassionate, especially in sensitive situations
• Strong problem-solving and de-escalation skills
• Highly proactive, dependable, and self-managed
• Tech-savvy and adaptable to new systems

Systems & Tools

• Current systems: Therapy Notes and NoteWork
• Transitioning to: SimplePractice or Epic (Epic experience is a strong plus)
• No current phone system (RingCentral or similar may be implemented)
• Candidate must be comfortable learning and adapting to new tools quickly

Key Requirement:

• Must be amenable to extended hours and on-call availability when needed

Key Challenges You Will Help Solve

• Reduce missed calls and improve patient conversion
• Recover $4,000+ in unclaimed insurance revenue
• Support overwhelmed solo practitioner
• Improve scheduling efficiency and patient communication
• Help scale the practice toward full capacity

Experience Requirements

• Medical education or degree: Preferred but not required
• Virtual assistant experience: Required
• Medical license (Doctor, Nurse, PT, etc.): Not required

Basic requirements

• Excellent English comprehension, speaking, and writing skills (non-negotiable)
• Relevant work experience in administrative, CRM, digital, or support roles
• Strong attention to detail and ability to follow instructions accurately
• Ability to work independently without constant micromanagement
• Proactive personality with a willingness to take initiative
• Open to learning, growing, and being trained
• Someone who can be trusted with responsibility and ownership

• 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.

• 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.