CPT-11373 Administrative & Operations Virtual Assistant (Mental Health Practice)

20four7VA is seeking offshore independent contractors to deliver remote services to clients worldwide, with a primary focus on developed markets such as the United States, the United Kingdom, Canada, and Australia.

A growing Michigan-based mental health practice is seeking a compassionate, highly organized, and detail-oriented Virtual Assistant to provide administrative, operational, and insurance support for a busy team of licensed mental health professionals.

The practice currently consists of 11 team members, including nine practitioners (one serving as the founder and clinical director), one intern, and one practice manager. The Virtual Assistant will play a critical role in ensuring an exceptional client experience by serving as the first point of contact for prospective and existing clients while supporting day-to-day administrative operations.

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.

The objective of each engagement is to assist the client in improving business efficiency, enhancing service delivery, or supporting operational functions through high-quality, task-specific services rendered by a qualified contractor.

Contractors will be required to provide services that align with the following client tasks:

• 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
  • Therapist specialties
  • Therapist availability
  • Insurance compatibility
• 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.
• Identify operational inefficiencies and recommend process improvements.

• Verify insurance coverage and eligibility.
• Assist with insurance claims processing.
• Follow up on claim submissions and resubmit claims when necessary.
• Support payment collection activities.
• Assist with insurance re-verifications.
• Help maintain aging reports and outstanding balances.
• Coordinate with:
  • Insurance carriers
  • Medicare
  • Medicaid
  • Third-party payers
  • Employee Assistance Programs (EAPs)
  • Referral partners
  • Court-mandated therapy programs
  • Billing consultants
• Maintain accurate billing records and documentation.

• Maintain complete, accurate, and confidential client records.
• Ensure HIPAA compliance across all communications and documentation.
• Handle confidential information with discretion.
• Follow established policies and procedures regarding protected health information (PHI).
• Maintain professionalism in all written and verbal communications.

Each engagement is based on a defined scope of work and is governed by an independent contractor agreement. Services must be performed professionally, with adherence to any timelines, guidelines, and deliverables agreed upon in writing.

The Contractor must demonstrate proficiency in the following, depending on the Client’s 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.

We're looking for someone who:

• 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.
• Protects confidential information with the highest level of integrity.
• Takes ownership of responsibilities and works independently.
• Is proactive in identifying opportunities to improve workflows.
• Wants to grow with an expanding mental health practice.

• Contracted Hours per Week: 16 Hours
• Scheduled Working Days: Mondays and Wednesdays
• Daily Working Time: 9 AM- 6 PM EST

Note: The Company will make reasonable efforts to align the Assigned VA’s schedule with the Client’s preferred hours as set forth above. However, availability may vary based on time zones, capacity, and the contracted hours set in this SOW. Any changes must be mutually agreed to in writing through a revised SOW.

• Contractors will operate under a Master Services Agreement and a Statement of Work
• This is not an offer of employment; contractors are not employees of 20four7VA or any client
• All compensation is processed through 20four7VA according to the terms of the engagement

• REQUIRED SERVICE: Business Support
• REQUESTED EXPERIENCE TIER LEVEL: Junior, Senior Level
• Contracted Hours per Week: 16 hours/week
• Daily Working Time: 9 AM-6 PM EST
• Scheduled Working Days: Mondays and Wednesdays
• REPORTING TO/POC: To Be Determined
• Number of VAs: 1
• GENDER PREFERENCE: None
• LANGUAGES SPOKEN/PREFERENCE: English
• ACCENT PREFERENCE: Level A–B (Native or Near-Native English Proficiency)
• REGION PREFERENCES: Any