Note: The job is a remote job and is open to candidates in USA. Willow Health provides virtual crisis care for people experiencing behavioral health crises. The Virtual Practice Operations Associate supports clinic operations, patient access and engagement, insurance verification, quality assurance, and service delivery improvements.

Responsibilities

• Manage patient access operations including processing appointments, handling inbound calls and voicemails and processing patient inquiries
• Coordinate patient outreach and engagement by managing multiple tracking systems for inquiries, record requests, scheduling and follow-up communications
• Execute daily operational tasks including updating provider schedules and availability, processing overnight messages and managing electronic health record documentation
• Facilitate communication across stakeholders by monitoring operational channels, relaying critical information to clinical staff, escalating issues as needed and promoting effective dialogue between teams and patients
• Process financial transactions and insurance verification including co-pays and fees, routine insurance eligibility checks and explaining billing responsibilities to patients
• Maintain quality assurance and data integrity by running and auditing operational reports, reviewing patient charts for accuracy and ensuring compliance with data management standards
• Develop reports and support business continuity by analyzing operational data for leadership and identifying workflow optimization opportunities

Skills

• Strong knowledge of insurance eligibility, and clinical operations
• Experience in behavioral health or hospital settings
• At least 2 years of operations experience
• Comfort with or ability to quickly learn digital clinic tools (e.g., digital EMR, telehealth platform, digital intake forms, etc.)
• Experience and comfort working directly with customers / patients in a customer experience capacity
• Excellent organizational skills
• Ability to follow outlined operational processes related to patient onboarding (e.g., establishing patient charts, welcoming patients to the clinic, completing insurance checks)
• Ability to quickly understand, respond to, and address challenges as they arise throughout the day in clinic
• Comfort in working with clinical teams, including LCSWs, LMHCs, Care Managers, Psychiatrists, Psych NPs, and Licensed Peers
• A desire to improve mental health care delivery
• Experience with insurance and medical claims processes
• Experience with credentialing
• An openness to and ability to respond to constructive feedback
• Preferably in a start-up environment, behavioral health clinic or hospital
• Strong leadership skills and ability to gain the confidence of faculty, staff, leaders, colleagues, etc
• Ability to display a professional, positive attitude with strong interpersonal skills and communication skills required
• Must be able to work independently and collaboratively to meet deadlines
• Highly detail-oriented, self-motivated, efficient, and strong organizational skills
• Demonstrate a high degree of flexibility in accepting work assignments with the ability to effectively prioritize tasks, understand processes, and resolve issues

Benefits

• Fully remote, virtual role
• Monday to Friday 10:15 AM - 7:15 PM EST

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