Patient Care & Operations Coordinator – Mental Health Practice

This is a remote position.

Role Name: Medical Receptionist

Schedule:

• M-F 4 hours a day from 12-4pm Bowie, MD time (20 hours a week)
  

Client Timezone: Maryland

About the Role:

We are seeking a highly organized and compassionate Patient Care & Operations Coordinator to support the day-to-day operations of a remote mental health practice specializing in medication management. Working closely with a board-certified psychiatric nurse practitioner, the ideal candidate will have excellent communication skills, strong attention to detail, and the ability to think critically and act proactively.

This is a remote position that plays a crucial role in ensuring smooth communication, accurate record-keeping, efficient scheduling, and compassionate patient engagement.

Key Responsibilities:

1. Patient Communication & Call Management

• Respond to incoming calls and text messages with professionalism and empathy.
  

• Use critical thinking to provide accurate responses to patient inquiries.
  

• Document unresolved queries in a shared Excel tracker for provider review.
  

• Escalate urgent matters directly to the provider via phone or text.
  

2. Email Management

• Monitor and respond to emails promptly.
  

• Escalate complex or clinical issues to the provider.
  

• Maintain a clean and organized inbox by archiving completed inquiries.
  

3. Appointment Scheduling & Coordination

• Schedule new and follow-up appointments using ALMA or HEADWAY based on insurance type.
  

• Monitor synced calendars to prevent appointment conflicts.
  

• Guide patients to the appropriate billing platform based on their insurer:
  

  • UHC, Aetna, Cigna (MD, VA): Use ALMA.
    

  • Cigna & Aetna (DC): Use ALMA.
    

  • CareFirst BCBS (DC, MD, VA): Use HEADWAY.
    

  • Maintain existing HEADWAY bookings if insurance is approved.
    

• Manage Zocdoc appointments as per internal guidelines.
  

• Ensure all intake forms, assessments, and Auto Pay authorizations are completed before appointments.
  

4. Patient Outreach & Follow-Up

• Reach out to patients who haven’t been seen in over three months to schedule follow-ups.
  

• Respond to patient inquiries across email, text, and phone with warmth and timeliness.
  

• Engage with patient inquiries on social media platforms, especially Facebook.
  

5. Document & Demographic Management

• Collect and upload insurance cards and ID documentation to patient records.
  

• Ensure Medicaid patients submit both their Medicaid ID and driver's license.
  

6. Data Accuracy & EHR System Support

• Maintain accurate patient data across all platforms.
  

• Support EHR platform migration (from ICANote to SimplePractice) by assisting with data transfers and chart updates.
  

Requirements:

• Prior experience in healthcare administration, ideally in a mental health setting.
  

• Familiarity with EHR platforms, particularly ICANOTE and preferably SimplePractice.
  

• Strong organizational and multitasking skills.
  

• Excellent written and verbal communication.
  

• High attention to detail and commitment to patient confidentiality.
  

Additional Responsibilities (Discussed During Interview):

• Schedule intake assessments (with additional compensation per session).
  

• Conduct email outreach to local therapists and PRPs (Psychiatric Rehabilitation Programs) for collaboration opportunities.
  

• Request patient reviews on platforms like Google and Zocdoc via email, phone, or text.