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: $5–$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.