# Mental Health Virtual Assistant (Calls, Scheduling & Patient Support) **Company:** [Winning Assistants](http://jobs.workable.com/companies/wrCHRawtCjDH2QcsHD7Vpp.md) **Location:** Remote **Workplace:** remote **Employment type:** Full-time [Apply for this job](http://jobs.workable.com/view/34621e4f-86fa-4f47-acc6-bcdf02b57291) ## Description **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.