Behavioral Health Front Desk & Insurance Verification - APM

This is a remote position.

About the Role

We are looking for a warm, professional, and highly organized Behavioral Health Front Desk & Insurance Verification Virtual Assistant to support a small behavioral health practice with three clinicians.

This is a patient-facing role and requires someone who is confident handling phone conversations, comfortable speaking with patients who may be experiencing stress or emotional distress, and able to communicate with empathy and professionalism.

The ideal candidate has experience working in a medical or behavioral health practice, particularly in a front-desk, patient coordinator, medical receptionist, or similar role.

Because this position handles sensitive patient information, the VA must be comfortable working in a HIPAA-compliant environment and through a secure hosted virtual desktop.

Schedule: Monday–Friday, 9:00 AM–6:00 PM client local time

Hours: 40 hours/week

Industry: Behavioral Health / Mental Health

Key Responsibilities

Patient Communication

Answer inbound patient calls promptly and professionally.

Make outbound calls to patients as needed.

Listen carefully to patient concerns and communicate with patience, empathy, and professionalism.

Provide general information and route questions or concerns to the appropriate team member when needed.

Maintain a warm and reassuring phone presence, especially when speaking with distressed or anxious patients.

Appointment Scheduling

Schedule, reschedule, and cancel patient appointments according to practice guidelines.

Coordinate appointments across multiple clinicians.

Confirm appointments and follow up with patients when necessary.

Help ensure the clinicians' schedules remain accurate and organized.

Insurance Verification

Verify patient insurance eligibility and benefits.

Collect and document relevant insurance information accurately.

Identify missing or incorrect information and follow up as needed.

Escalate insurance-related issues that require additional review.

Administrative Support

Monitor and respond to administrative requests throughout the shift.

Maintain accurate patient and administrative records.

Complete data entry and other routine administrative tasks.

Assist with general front-desk and practice operations.

Follow established workflows, SOPs, and HIPAA requirements.

Requirements

Excellent spoken English with clear pronunciation and strong conversational skills.

A warm, professional, and confident telephone manner.

Strong listening and communication skills.

Genuine empathy and patience when interacting with patients.

Previous experience in a medical, healthcare, behavioral health, or similar patient-facing environment is strongly preferred.

Experience with appointment scheduling and/or insurance verification.

Strong attention to detail and organizational skills.

Ability to handle sensitive and confidential information appropriately.

Comfortable working in a HIPAA-compliant environment.

Comfortable working through a Microsoft Virtual Desktop or similar hosted/remote desktop environment.

Reliable internet connection and a professional remote-work setup.

Ability to work independently while following established processes.

Your phone presence is critical to this role.

This position involves frequent patient interaction, so we are looking for someone who sounds warm, calm, professional, attentive, and genuinely empathetic on the phone.

The team begins each morning with a brief meeting to review priorities and coordinate the day's activities.

Patient-facing and front-desk responsibilities will be the primary focus during the day. Additional administrative tasks and back-office work will generally be completed after 5:00 PM.

Benefits

Compensation & Payments

Competitive hourly rate

On-time payments, every time

Payments processed via Wise

Training & Support

Direct client training provided — you are never thrown in blind

Dedicated Account Manager as your point of contact

Stable, long-term placement with a growing U.S.-based company

Exposure to a wide range of modern SaaS platforms

Potential for increased responsibilities as the company scales

Tenure recognition for long-term team members

Clear escalation paths — you always know who to go to

Work Environment

100% remote — work from home

U.S.-based company with structured operations

Stable, long-term account placements (not gig-style work)

Supportive team culture across all accounts

Growth & Experience

Build your U.S. industry experience

Exposure to multiple practice types and platforms

Potential for increased hours or additional accounts based on performance

Strengthen your resume with verified, legitimate U.S. client experience

Recognition

Tenure recognition for long-term team members

We value loyalty and recognize those who grow with us