Phone Call Management: Answer all inbound calls promptly and ensure no missed calls
Patient Intake & Scheduling: Manage new patient intake and coordinate appointments
Referral Processing: Handle referrals and ensure timely follow-ups
No-Show Follow-Up: Contact patients at least twice and send text reminders with proper documentation
Insurance Verification & Prior Authorizations: Accurately process and verify patient coverage
Speed-to-Lead Response: Follow up on new inquiries/referrals within 5 minutes (critical KPI)
Patient Support: Assist with patient questions, including basic clinical-related inquiries when appropriate
Objection Handling (Nice-to-Have): Comfortably handle basic patient concerns or hesitations over the phone
Team Collaboration: Participate in daily Zoom meetings with the team
Ensure all incoming calls are answered immediately
Maintain rapid response times for new leads and referrals
Improve patient attendance through structured follow-ups
Support the clinic’s goal of reaching 100 patients/month

HIPAA-trained and certified (required)
Proven experience in healthcare administrative tasks
Experience in behavioral health or mental health practices (preferred)
Ability to handle patient inquiries beyond scheduling (e.g., medication side effects, general clinical questions)
Excellent communication skills (clear spoken and written English required)
Strong consistency, accountability, and reliability
Critical thinking and problem-solving skills
Experience with multiple EHR systems (Valant experience preferred but not required)
Open to candidates with experience in other EHRs, as systems may transition to one integrated with HubSpot
Experience with RingCentral phone system (preferred)
Must be able to work during CDT business hours
Spanish bilingual ability (preferred but not required)
Must have relevant experience in a similar administrative or healthcare support role
Must be proficient in speaking and writing English very clearly
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)

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.

Behavioral Health Administrative Coordinator

Key skills