Outpatient Mental Health Clinical Support Specialist

Job Description

Job Description

Benefits:

• Opportunity for advancement
• Paid time off
• Training & development
• Competitive salary

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 up to twice a week and therefore needs to be local. Please do not apply if you are not able to come into the Yorktown, Virginia office every 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.