Administrative & Operations Virtual Assistant (Mental Health Practice)

Job description

About this role

The ideal candidate will manage incoming communications, coordinate new client onboarding, verify insurance benefits, schedule consultations and intake appointments, maintain accurate records, and assist with billing and insurance-related tasks. As the practice continues to grow, this position offers the opportunity to expand into a larger operational role with increased responsibilities and hours. This role requires exceptional communication skills, emotional intelligence, professionalism, and strict adherence to HIPAA regulations and confidentiality standards.

Responsibilities

• Serve as the first point of contact for incoming phone calls, emails, website inquiries, and referrals.
• Answer calls professionally while demonstrating empathy, compassion, and excellent customer service.
• Route calls and messages to the appropriate therapist or staff member.
• Respond promptly to new client inquiries from multiple communication channels.
• Maintain accurate documentation of all client communications.
• Provide administrative assistance to current and prospective clients.
• Coordinate the complete new client onboarding process.
• Match prospective clients with appropriate therapists based on:
• Client needs
• Schedule consultation and intake appointments.
• Create and maintain client records within the Electronic Health Record (EHR) system.
• Verify insurance eligibility and benefits before appointments.
• Ensure all required intake documentation is completed accurately.
• Provide administrative support to the Practice Manager and Practice Owner.
• Maintain organized client documentation and administrative records.
• Support daily operational workflows across the practice.
• Coordinate internal communications and follow-up activities.
• Maintain calendars and scheduling systems.
• Assist in documenting office procedures and workflow improvements.

Qualifications and requirements

• Previous experience in administrative or virtual assistant roles.
• Strong customer service and client communication experience.
• Excellent written and verbal English communication skills.
• Professional phone etiquette with a compassionate and empathetic approach.
• Strong organizational and multitasking abilities.
• Ability to manage multiple priorities while maintaining attention to detail.
• Experience scheduling appointments and managing calendars.
• Strong documentation and record management skills.
• Understanding of HIPAA regulations and confidentiality requirements.
• Ability to work independently with minimal supervision.
• Strong problem-solving and time management skills.
• Reliable internet connection and quiet, private home office.
• Is compassionate and genuinely enjoys helping people.
• Has excellent emotional intelligence and professionalism.
• Communicates clearly and confidently over the phone and through email.
• Thrives in a fast-paced administrative environment.
• Is highly organized and detail-oriented.
• Can multitask effectively without sacrificing quality.