Patient Intake & Administrative Support VA - MLS

This is a remote position.

We are seeking a reliable, empathetic, and highly organized Patient Intake & Administrative Support Virtual Assistant to support a behavioral health practice with patient communication, intake coordination, scheduling, and administrative tasks.

The ideal candidate is comfortable communicating with patients by phone and email, following established processes and templates, tracking intake completion, and coordinating with internal billing and IT contacts. This role requires excellent attention to detail, professionalism, and the ability to remain calm and empathetic when interacting with patients.

This is a non-clinical administrative role. The VA will not provide clinical advice, make clinical decisions, or modify clinical documentation.

Key Responsibilities

Patient Communication & Administrative Support

Answer inbound patient calls and provide professional, courteous administrative assistance.

Monitor the practice's administrative inbox throughout the shift and respond to inquiries in a timely manner.

Respond to new client inquiries using approved email templates and established practice procedures.

Maintain a calm, professional, and empathetic tone during all patient interactions.

Escalate questions or concerns outside the VA's scope to the appropriate practice contact.

Patient Intake & Scheduling

Send intake paperwork and required forms to new clients.

Track intake paperwork and monitor completion status.

Follow up with clients who have not completed their intake paperwork to prevent delays in scheduling.

Enter new client information into the practice's designated tracking spreadsheet. The tracking spreadsheet must not contain PHI.

Schedule patients once all required intake steps have been completed and according to practice guidelines.

Ensure scheduling information is accurate and up to date.

Billing & Account Support

Handle administrative billing-related conversations regarding late cancellations and no-shows in accordance with established practice policies and approved scripts.

Communicate only information that has been approved by the practice.

Coordinate with designated billing contacts regarding client account questions or issues.

Coordinate with IT contacts when technical or account-related issues affect the patient or administrative workflow.

Escalate issues that require authorization or decision-making to the appropriate practice representative.

Software & Tools

CarePatron

Grasshopper

Requirements

The VA must not:

Provide clinical advice, diagnosis, treatment recommendations, or independently make clinical decisions.

Attempt to assess or determine a patient's clinical condition.

Delay escalation of clinical or patient-safety concerns. Any such concerns must be promptly escalated according to the Client's established policies and procedures.

Guarantee insurance coverage, benefits, reimbursement, or patient financial responsibility.

Communicate insurance or financial information beyond Client-approved estimates, scripts, and disclosures.

Change rates, fees, account balances, write-offs, refunds, waivers, or other financial adjustments without prior Client authorization.

Create, alter, delete, or otherwise modify clinical documentation or psychotherapy notes.

Release patient records or PHI to any person or entity unless expressly authorized by the Client and permitted under the applicable Business Associate Agreement and law.

Store PHI in the practice's non-PHI tracking spreadsheet or other unauthorized systems.

Make decisions outside the VA's assigned administrative scope.

Qualifications

Previous experience in healthcare, behavioral health, medical administration, patient intake, medical reception, or a similar role preferred.

Hands-on experience with CarePatron is strongly preferred.

Experience using Grasshopper or similar VoIP/business phone systems preferred.

Experience handling inbound patient/client calls and email communication.

Strong organizational and follow-up skills.

Excellent written and verbal English communication skills.

Comfortable working with EHR/practice management systems, spreadsheets, scheduling tools, and administrative workflows.

Strong attention to detail and ability to accurately track multiple clients through the intake process.

Professional, calm, and empathetic communication style.

Ability to follow established policies, scripts, and escalation procedures.

Understanding of HIPAA and patient privacy requirements is strongly preferred.

Ideal Candidate

The ideal candidate is someone who is:

Patient and empathetic when communicating with clients.

Highly organized and excellent at following up on outstanding tasks.

Detail-oriented and accurate with data entry and scheduling.

Process-driven and comfortable following established scripts and policies.

Proactive about identifying administrative issues and escalating them appropriately.

Professional and dependable, particularly when handling sensitive patient interactions.

Technical Requirements:

Internet speed: Minimum 50 Mbps upload and download (wired connection strongly preferred).

A verified backup internet connection is required — mobile phone hotspots are not acceptable as backup.

Dedicated wireless dongles or secondary ISP connections are acceptable backup solutions.

Backup power source required (UPS or generator) to maintain connectivity during outages.

Quiet, professional workspace suitable for voice work — free from background noise and interruptions.

Noise-canceling headset required.

Reliable computer with sufficient processing power to run software systems and softphone simultaneously.

You must have Windows 11 or the most recent Apple OS / Update

Comfortable working in a non-clinical support capacity and maintaining clear boundaries around what they can and cannot do.

Key Success Metrics

Success in this role will be measured by:

Timely response to inbound calls and administrative inquiries.

Accurate and consistent intake tracking.

Reduction in scheduling delays caused by incomplete intake paperwork.

Accurate scheduling and administrative data entry.

Proper handling and escalation of billing, clinical, and patient-safety concerns.

Compliance with HIPAA, Client policies, and established workflows.

Professional and empathetic patient communication.

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