Outpatient Mental Health Clinical Support Specialist

Seeking Creative & Collaborative Humans With A Passion For Changing Mental Health Care In Fun And Meaningful Ways

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.

Compensation: $20.00 - $25.00 per hour

Don't Meet Every Requirement?

Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. Ellie Mental Health is devoted to purposefully building an inclusive and diverse workplace where all of our humans can be their authentic selves! If you're excited about the chance to be a change-maker with us, but your past experience doesn't perfectly align with every single qualification of the job description, we encourage you to apply anyways. Our mental health jobs need dedicated individuals from every background who are willing to care for others. And who knows, you might just be the perfect candidate for another role!

Employee Experience

We take care of our people. It's that simple. From investing in their financial future, to providing wages that shatter the ceiling in our industry to reasonable caseload expectations we ensure that our people are happy. Happy employees do better work and provide better client care! No matter what it is that you do in your mental health career at Ellie, our clients depend on us cultivating an environment where our employees can thrive so that they can thrive too!

Jobs in mental health are tough jobs with a high risk of emotional fatigue and burnout. At Ellie, we use all of our core values of humor, creativity, authenticity, acceptance, determination, and compassion not just out in our communities, but we turn them inwards too! Our employees have clear growth paths for advancing their careers.

We have created a culture that reminds us that our employees are our leaders!

Company Structure

Ellie is a socially responsible for-profit business, which allows us to be flexible and responsive to our community's needs. Many mental health and wellness-focused companies are non-profits or government agencies, which rely on the general public, grants, or large donors for funding. This model often results in little creativity and lower compensation for employees, promoting a work culture that just makes people feel "blah."

Feeling blah doesn't help employees stay motivated, engaged, or even in their jobs for a very long time! So we created a new model: one that puts flexibility, innovative decision-making, creativity, and our people first, while remaining a socially conscious and responsible for-profit business focused on changing how we treat mental health.

In short, we're just people helping people. Wanna join the herd?