Virtual Assistant – Patient Care Coordinator, Outpatient Mental Health

• Serve as the primary point of contact for patients and families seeking outpatient mental health services
• Manage approximately 10 telephone calls per day, including appointment scheduling, patient inquiries, and general intake questions
• Monitor, triage, and clear the central practice email inbox daily
• Initiate, track, and complete 1 to 2 insurance prior authorizations daily
• Coordinate lab orders, requisitions, and diagnostic results with Quest Diagnostics
• Facilitate administrative communications between providers, pharmacies, external labs, and patients
• Manage patient charts, scheduling calendars, intake paperwork, and clinical administrative tasks within Charm EHR
• Coordinate with Headway billing team on patient billing details, insurance profile updates, and claims administration
• Maintain accurate records and proactively follow through on operational checklists
• Support the core lead provider and per diem clinician across a panel of over 300 patients

• Hands-on experience with Charm EHR or similar behavioral health/outpatient EMR platforms
• Familiarity with Headway billing workflows
• Demonstrated experience submitting and tracking insurance prior authorizations for outpatient medications or clinical care
• Experience managing diagnostic lab ordering and tracking via Quest Diagnostics or similar lab networks
• Exceptional verbal and written English communication
• Empathetic, patient tone suitable for mental health care
• High degree of self-organization and comfort managing continuous administrative tasks independently
• Preferably female virtual staff