BEHAVIORAL HEALTH MEDICAL VIRTUAL ASSISTANT

Job Title: Behavioral Health Medical Virtual Assistant Position Type: Full-Time Location: Remote – Philippines or Latin America Work Schedule: Monday–Friday, 9:00 AM–5:00 PM CDT, with rotating Saturdays Pay Rate: $6–$7 USD per hour Start Date: ASAP About the Role We are looking for an experienced Behavioral Health Medical Virtual Assistant to support a growing U.S.-based psychiatry and mental health practice. In this patient-facing role, you’ll manage calls, scheduling, new patient intake, referrals, insurance verification, prior authorizations, and follow-ups while helping create a smooth and supportive experience for patients. This is a great opportunity for someone with previous psychiatry, behavioral health, or mental health experience who enjoys patient interaction and thrives in a fast-paced healthcare environment. The practice is currently growing and restructuring, offering strong potential for long-term stability and career growth. Key Responsibilities • Patient Calls: Answer inbound calls promptly and provide professional, compassionate patient support. • Patient Intake & Scheduling : Coordinate new patient intake, schedule appointments, and maintain accurate patient information. • Referral Management: Process incoming referrals and ensure timely follow-ups. • No-Show Follow-Up: Contact no-show patients at least twice, send text reminders, and properly document all outreach. • Insurance & Prior Authorizations : Verify insurance coverage and assist with prior authorization requests. • New Patient Inquiries : Respond to new inquiries and referrals within 5 minutes as a critical performance expectation. • Patient Support: Assist with general patient questions and appropriately route clinical or medication-related concerns to the appropriate team member. • Administrative Support: Handle day-to-day front desk and general healthcare administrative tasks. • Team Collaboration: Participate in daily Zoom meetings and work closely with the practice team. • Patient Engagement: Comfortably address basic patient concerns or hesitations over the phone when needed. Performance Goals • Maintain prompt and consistent response to incoming calls. • Respond quickly to new patient inquiries and referrals. • Improve patient attendance through consistent follow-ups and reminders. • Support the practice's growth goal of reaching 100 patients per month. • Maintain accurate and timely documentation of patient interactions. Requirements • Previous experience in a psychiatry, behavioral health, or mental health practice is required. • HIPAA trained/certified. • Experience with healthcare administration, patient coordination, or medical front desk support. • Comfortable communicating directly with patients and handling inquiries beyond appointment scheduling. • Strong spoken and written English communication skills. • Excellent organization, attention to detail, critical thinking, and problem-solving skills. • Consistent, accountable, and highly reliable. • Experience using EHR systems; Valant experience is preferred but not required. • Experience with CoverMyMeds and/or RingCentral is a plus. • Comfortable learning new systems and adapting to changing workflows. • Must be available to work during the required CST business hours. Nice to Have • Spanish-English bilingual skills. • Experience handling patient concerns, hesitations, or basic objections over the phone. • Prior authorization and insurance verification experience. Experience & Background • Medical degree or license is not required. • Previous Virtual Assistant experience is preferred but not required. • Relevant experience in healthcare administration, patient coordination, medical front desk, or a similar patient-facing healthcare role is required. Basic requirements • Must be proficient in speaking and writing English very clearly • Must have relevant work experience • 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.