Behavioral Health Medica\l Virtual Assistant (Referrals, Prior Auth & Prescrip)

**Scope Of Work/Responsibilities** We are seeking a highly organized, dependable, and experienced Mental Health / Behavioral Health Medical Virtual Assistant to support the daily operations of a growing behavioral health practice. This role is ideal for someone who can confidently manage administrative and patient-facing responsibilities in a fast-paced healthcare environment while maintaining professionalism, urgency, and accuracy.

The ideal candidate has prior experience working in behavioral or mental healthcare and understands the importance of compassionate communication, confidentiality, and efficient workflow management. The practice owner is heavily involved in both clinical and administrative duties, so we are looking for someone who can work independently, think critically, solve problems proactively, and require minimal supervision.

This position plays a critical role in helping the practice improve patient flow, maintain strong communication, ensure accurate claims processing, and support the overall growth of the business. Candidates must be comfortable multitasking, prioritizing urgent matters appropriately, and managing multiple responsibilities simultaneously without sacrificing quality or attention to detail.

**Key Responsibilities** Communications Management Serve as the primary point of contact for patients and healthcare-related communications. Handle inbound and outbound phone calls, emails, faxes, and EMR chat messages professionally and efficiently while ensuring patients receive timely support and accurate information.

**Responsibilities Include:**

• Answering and routing incoming phone calls
• Returning patient calls and voicemails promptly
• Managing provider messages and urgent requests
• Handling patient inquiries professionally and empathetically
• Communicating with pharmacies, insurance companies, and referral sources
• Managing EMR chat communication and office correspondence

Scheduling & Appointment Management Coordinate patient appointments and maintain an organized provider schedule to maximize productivity and patient volume. Ensure scheduling accuracy while balancing urgent requests, follow-ups, and referrals.

**Responsibilities Include:**

• Scheduling new and existing patient appointments
• Appointment confirmations and rescheduling
• Coordinating referrals and intake processes
• Following up with interested patients and referrals
• Conducting patient reactivation calls for inactive patients
• Managing calendar updates and provider availability

Administrative & Healthcare Support Provide administrative support to ensure smooth daily operations and efficient patient care coordination. Assist with insurance-related processes, claims review, and documentation management.

**Responsibilities Include:**

• Insurance verification and eligibility checks
• Prior authorization processing
• Claims coding review and claims submission
• Reviewing documentation for accuracy and completeness
• Maintaining organized patient records within the EHR/EMR system
• Assisting with collections and copay processing
• Supporting billing and administrative workflows

Multitasking & Priority Management Effectively manage multiple responsibilities simultaneously while maintaining composure, professionalism, and attention to detail in a fast-paced environment.

**Expectations Include:**

• Handling multiple incoming calls at once
• Determining which concerns require immediate provider attention
• Prioritizing urgent patient matters appropriately
• Managing interruptions without losing task accuracy
• Making sound decisions independently when appropriate
• Knowing when issues should be escalated to the provider

**Requirements** Healthcare & Behavioral Health Experience

• MUST have prior experience working in behavioral health or mental health
• Previous experience as a Medical Virtual Assistant, Medical Administrative Assistant, or Healthcare Support Specialist is REQUIRED
• Strong understanding of healthcare administrative workflows and patient coordination

EHR / EMR Knowledge

• Experience using Electronic Health Record (EHR) or Electronic Medical Record (EMR) systems is REQUIRED
• Optima experience is highly preferred
• Candidates with extensive EHR/EMR experience from other systems are welcome to apply

Claims & Insurance Knowledge

• Basic to intermediate knowledge of claims coding and healthcare cla…