Behavioral Health Medical Virtual Assistant - Phone, Insurance & Scheduling

Job Title: Behavioral Health Medical Virtual Assistant – Phone, Insurance & Scheduling

Position Type: Full-time

Schedule: Monday–Friday | 8:30 AM–5:00 PM Eastern Time

Lunch Break: 12:00 PM–12:30 PM ET | 30 minutes unpaid

Working Hours: 8 paid hours/day | 40 hours/week

Pay Rate: $5-$6 USD/hour, depending on experience

Location: Remote – Philippines

About the Client and the Role

Our client is a U.S.-based healthcare practice providing mental health and medical services through both telemedicine and in-person appointments. Its mental health services include psychiatric assessments, medication management, and therapy. The practice serves patients across multiple Georgia locations and accepts a range of commercial and government insurance plans

The VA will support both assigned practice locations and work directly with both providers, who will also conduct onboarding and training.

We are looking for a reliable and patient-focused Behavioral Health Medical Virtual Assistant to support daily front-office and patient coordination workflows.

This is a highly patient-facing role, with phone coverage as the primary priority. The client is particularly focused on minimizing missed calls and ensuring patients and referrals receive timely assistance.

Key Responsibilities

1. PRIMARY: Phone Support & Patient Intake

• Answer inbound patient calls and help minimize missed calls.
• Make outbound calls as needed for patient and referral follow-up.
• Assist with patient intake and patient-facing inquiries.
• Receive and follow up on hospital referrals.
• Maintain a professional and courteous phone presence.
• Check incoming faxes through the Ooma VoIP system and follow up on referrals received through Ooma.

2. Insurance Verification & Prior Authorizations

• Verify patient insurance coverage and eligibility.
• Assist with insurance-related patient workflows.
• Handle and follow up on prior authorization requests.
• Support co-pay collection and account balance management.

3. Schedule Management

• Schedule new and existing patients.
• Coordinate scheduling for new patient referrals.
• Reschedule cancellations and no-shows.
• Help fill open appointment slots when cancellations occur.
• Support both practice locations with schedule management.

Additional Administrative Support

• Process patient letter requests.
• Provide general administrative support as needed.
• Attend daily team huddles.
• Use Tebra (Kareo) for EHR-related workflows.
• Use Ooma for phone and fax workflows.
• Use Zoom and/or Google Meet for virtual communication.
• Later, the role may include outreach to other clinics regarding behavioral health services; however, this is not a current priority.

Requirements

• Previous healthcare experience, preferably in a patient-facing administrative or virtual assistant role.
• Experience with insurance verification and prior authorizations.
• Strong professional phone communication skills.
• Comfortable handling inbound and outbound patient calls.
• Ability to communicate professionally with patients and other healthcare offices.
• Strong reliability and attendance; must be able to consistently attend daily huddles.
• Honest, trustworthy, and dependable.
• Hardworking, proactive, and able to think on your feet.

Preferred Qualifications

• Previous behavioral health or mental health experience is highly preferred for a smoother transition into the role.
• Experience with Tebra/Kareo.
• Experience managing patient scheduling, referrals, cancellations, and no-shows.
• Experience using Ooma or another VoIP phone system.
• Experience with co-pay collection or patient account balance follow-up.

The practice currently handles approximately 80–90 patients per week. Providers aim to maintain full schedules, with an ideal goal of approximately 50 patients per week. The VA is not responsible for meeting a patient quota, but will help keep schedules filled when cancellations or no-shows occur and when patients call to schedule.

Basic Requirements

• Must speak and write English clearly and professionally.
• Must have relevant work experience.
• Must be able to provide an NBI Clearance and/or Local Police Clearance before onboarding (mandatory).
• Must be available to attend video meetings with camera on when required.

Technical Requirements

• Computer: Reliable laptop or desktop computer.
• Internet: Stable high-speed internet connection (minimum 25 Mbps).
• Audio: Noise-canceling headset.
• Video: Working webcam for virtual meetings.
• Workspace: Quiet and professional work 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, training, or allowances listed are optional contractor perks and not employee benefits.