The role involves serving as the primary point of contact for patient inquiries via phone and email while managing scheduling through an EMR system. Responsibilities also include coordinating with clinical staff, handling intake documentation, and ensuring compliance with HIPAA regulations.
Who we are looking for: Clinic Support Staff Member
We are seeking a warm, organized, and tech-savvy Front-End Operations Support professional to serve as the first point of contact for patients reaching out via phone or email. This remote role is essential in ensuring a smooth and compassionate intake and scheduling process for individuals seeking mental health services.
This role supports the clinic operations team and is expected to require 10-15 hours of work per week and be available between the hours of 9 am - 1pm, Monday through Friday.
A successful candidate needs to be able to work independently with minimal oversight.
Responsibilities and Duties
Serve as the primary contact for incoming calls and emails from prospective and current clients
Respond to inquiries about services, scheduling availability, and provider information with professionalism and care
Schedule, reschedule, and confirm appointments using our electronic medical records (EMR) system (e.g., Valant)
Track and follow up on patient inquiries to ensure timely resolution and high conversion from inquiry to appointment
Communicate with clinical staff to support provider availability, cancellations, and urgent patient needs
Provide patients with accurate information regarding intake forms, insurance, and billing contacts
Manage documentation and ensure all communication is properly logged in our EMR or communication system
Escalate complex clinical or billing questions to the appropriate internal team
Required Qualifications and Skills
1+ years of experience in healthcare customer service, medical scheduling, or front desk operations (mental health setting preferred)
Strong written and verbal communication skills, with a friendly and empathetic tone
Comfortable working in a remote environment with minimal supervision
Proficient with EMR systems, email platforms, and phone systems (e.g., Valant, Google Workspace, Dialpad or similar)
Highly organized and detail-oriented with strong follow-through
Ability to handle sensitive information with discretion and in compliance with HIPAA regulations
Prior experience working directly with clients
Be flexible and available during daytime office hours
Be accountable for assigned tasks without the need for follow-up supervision
Preferred Qualifications and Skills
Experience working in mental or behavioral health
Bilingual (especially Spanish) is a plus
Familiarity with Valant EMR and call center tools
Ideal candidates will have a general knowledge of therapy services, community resources, insurance billing
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