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.