This is not a 100% remote position. While most of the time the work can be done remotely, the successful candidate will be expected to come into the Yorktown, Virginia office once a week and therefore needs to be local. Please do not apply if you are not able to come into the Yorktown, Virginia office at least once a week.

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. The 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

Some social media posts

Other stuff we probably forgot to add but just as meaningful and important to your role ;)

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

Flexible work from home options available.