Virtual Assistant - Patient Care Coordinator - Outpatient Mental Health

We are seeking an organized, empathetic, and proactive Patient Care Coordinator to manage administrative and patient care operations for our growing outpatient family mental health practice.

As our primary coordinator, you will support our core lead provider and per diem clinician across a panel of over 300 patients. You will serve as the administrative anchor of the clinic—handling daily patient communications, running prior authorizations, managing lab orders via Quest, overseeing practice emails, and maintaining clean administrative workflows in Charm EHR and Headway.

Requirements

1. Patient Communication & Daily Inbound Calls

• Serve as the warm, professional primary point of contact for patients and families seeking outpatient mental health services.
• Manage daily telephone communication (approx. 10 calls per day), handling appointment scheduling, patient inquiries, and general intake questions with care and empathy.
• Monitor, triage, and clear the central practice email inbox daily, ensuring timely follow-ups to all provider and patient messages.

2. Prior Authorizations & Clinical Coordination

• Initiate, track, and complete 1 to 2 insurance prior authorizations daily for medications, treatments, or specialized mental health services.
• Coordinate lab orders, requisitions, and diagnostic results seamlessly with Quest Diagnostics.
• Facilitate administrative communications between providers, pharmacies, external labs, and patients.

3. EHR & Administrative Workflow Management

• Manage patient charts, scheduling calendars, intake paperwork, and clinical administrative tasks within Charm EHR.
• Coordinate with our billing team at Headway to ensure accurate patient billing details, insurance profile updates, and seamless claims administration.
• Take full ownership of heavy daily administrative tasks, ensuring accurate record-keeping and proactive follow-through across all operational checklists.

Qualifications & Requirements

• Software Experience: Hands-on experience with Charm EHR (or similar behavioral health/outpatient EMR platforms) and familiarity with Headway billing workflows.
• Prior Authorization Competency: Demonstrated experience submitting and tracking insurance prior authorizations for outpatient medications or clinical care.
• Lab Coordination: Experience managing diagnostic lab ordering and tracking via Quest Diagnostics or similar lab networks.
• Communication Skills: Exceptional verbal and written English communication; empathetic, patient tone suitable for mental health care.
• Administrative Discipline: High degree of self-organization and comfort managing continuous administrative tasks independently.
• Preferably - Female Virtual Staff