Patient Care Coordinator - Virtual Assistant

About Us Rockstar partners with private practice owners in physical therapy, occ ​ ​ upational therapy, and speech therapy to build operational freedom. We hire top VA talent and pair it with AI-powered systems so practice owners can spend less time on paperwork and more time with patients. Rockstar helps private practices streamline operations and increase revenue, freeing teams to focus on growth and the next evolution of patient care. Job Description This is a remote position. Rockstar is hiring a full-time Medical Virtual Assistant on behalf of a group mental health practice looking to build out a dedicated existing-patient reception role. This position is the clinic reception lead for existing patients only, handling everything that isn't a new patient inquiry (that side is owned by a separate admissions coordinator). The VA will manage cancellations and rebooking, help patients switch to telehealth, resolve basic patient concerns and escalate when needed, handle prior authorizations for the psychiatry team, follow up on missed medication sessions, route refill requests, and manage records requests and provider letters (disability, ESA, school or work notes, FMLA). The VA will also help launch a new patient satisfaction initiative from the ground up. Cross-training on basic billing and new patient onboarding will be provided for coverage purposes, but this is explicitly not the core of the role. Since this role supports a mental health patient population, patience, warmth, and a calm, professional phone presence matter as much as task execution. The client places a high value on coachability, someone who takes feedback well and adjusts quickly, since their internal culture treats "willing but not yet able" as a coaching opportunity, while "unwilling" is treated very differently. About the Client This is a group mental health practice in its sixth year, with a team of therapists and remote psychiatric nurse practitioners spread across multiple states. Their core values center on excellence, professionalism, lifelong learning, a feedback culture, team connectedness, and self-responsibility. The practice already has an iPad-based self-check-in system in place, so this role is designed to be fully remote from day one. They are actively working to formally separate their admissions function from clinic reception, something they've intended to do for a long time, and this hire is central to finally making that happen. Key Responsibilities Primary Responsibilities Handle all inbound existing-patient calls and needs (routed to a dedicated existing-patient line) Manage appointment cancellations, rebooking, and rescheduling Assist patients with switching to telehealth and resolving related technical issues Resolve basic patient dissatisfaction and escalate appropriately when needed Handle prior authorizations for the psychiatry team Recapture missed medication sessions and route prescription refill requests Perform basic account QA and update patient cards and demographics Manage medical records requests and prepare provider letters (disability, ESA, school/work notes, FMLA) Support the rollout of a new "how was your session" patient satisfaction initiative Maintain accurate patient records and ensure confidentiality at all times Secondary Responsibilities (Cross-Training for Coverage Only) Basic billing support and claims processing, for coverage purposes only, not a primary function Assist with new client admitting/onboarding as backup coverage when needed Tools & Systems TherapyNotes (EHR) Asana (task tracking) Spruce (VoIP phone) Google Workspace (Email, Drive, Sheets, Docs) PracticeVital (metrics tracking) Slack (in progress of being adopted) Requirements Prior experience in a medical or mental health front desk/reception role preferred Comfortable working with a mental health patient population with patience and empathy Strong, solid English communication skills Highly coachable, takes feedback and direction with grace and adjusts quickly Able to balance independent judgment with being a strong team player Comfortable cross-training into light billing and onboarding support as needed for coverage Non-Negotiables High professionalism and courtesy Excellent English communication Skills Accepts and implements feedback with grace Benefits Competitive salary commensurate with experience. Opportunities for professional development and growth. Work in a dynamic and supportive team environment. Make a meaningful impact by helping to build and strengthen families across the Globe