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
Requirements
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.
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, trainings, or allowances listed are optional contractor perks and not employee benefits.
