Remote Administrative Assistant-Behavioural Health

Role Overview

• We are seeking a highly organized and detail-oriented Remote Administrative Assistant to provide administrative support to a U.S.-based behavioral health practice. The role involves managing patient records, scheduling, payment processing, insurance follow-up, pharmacy prior authorizations, GeneSight orders, and other healthcare administrative functions.
• The successful candidate must demonstrate strong communication skills, professionalism, confidentiality, accuracy, and the ability to work independently in a remote environment.

Key Responsibilities

Patient Records & Administrative Support

• Accurately enter, update, organize, and maintain patient demographic, insurance, billing, and administrative information in the EHR/EMR.
• Review records for completeness and correct or follow up on missing information.
• Maintain organized electronic documentation and ensure information is assigned to the correct patient.
• Escalate matters requiring clinical judgment to the appropriate professional.

Pharmacy Prior Authorizations

• Prepare and submit pharmacy prior authorization requests.
• Gather required patient, medication, clinical, and insurance information.
• Track submissions, follow up with pharmacies and insurers, and maintain accurate records.
• Communicate approvals, denials, and outstanding requirements to the appropriate team members.

GeneSight Orders

• Process GeneSight orders in accordance with established procedures.
• Verify patient, insurance, provider, and administrative information before submission.
• Track orders, follow up on outstanding requirements, and document progress.
• Escalate matters requiring clinical or medical judgment.

Revenue Cycle & Billing Support

• Assist with insurance verification, billing follow-up, payment processing, and other RCM activities.
• Track outstanding billing and insurance matters and follow up as required.
• Communicate with insurers regarding routine eligibility, claims, and administrative queries.
• Maintain accurate billing and payment records and escalate complex issues appropriately.

Assessment Scheduling

• Schedule, reschedule, and confirm psychological and behavioral-health assessment appointments.
• Coordinate appointments with patients, psychologists, clinicians, and administrative staff.
• Ensure required administrative, insurance, referral, and demographic information is available.
• Provide approved appointment instructions and follow up on outstanding scheduling matters.

Patient & External Communication

• Communicate professionally and compassionately with patients by telephone and approved electronic channels.
• Respond to routine administrative enquiries and obtain or clarify required information.
• Communicate with pharmacies, insurance companies, healthcare institutions, and other external organizations.
• Document calls and communications accurately and route clinical matters to licensed professionals.
• Maintain professionalism when handling sensitive or challenging situations.

Team & General Administrative Support

• Support therapists, psychologists, psychiatric providers, and administrative staff with day-to-day administrative tasks.
• Respond promptly to internal requests and communicate outstanding issues or delays.
• Follow assigned tasks through to completion.
• Use Google Workspace for communication, documentation, scheduling, meetings, and information management.

Privacy & HIPAA Compliance

• Maintain strict confidentiality of patient, clinical, insurance, billing, and financial information.
• Comply with HIPAA, privacy, cybersecurity, and data-security requirements.
• Use only approved systems for accessing, storing, and communicating protected health information.
• Maintain a secure and private workspace and immediately report suspected privacy or security incidents.

Required Qualifications & Experience

• Bachelor's degree in Health Information Management, Healthcare Administration, Public Health, Health Services Management, Health Informatics, Business Administration with a healthcare focus, or a related field.
• 3–5+ years' administrative experience in a healthcare environment.
• Experience supporting healthcare professionals, clinics, hospitals, behavioral-health organizations, insurance organizations, or similar settings.
• Previous experience using an EHR/EMR system.
• Knowledge of healthcare administration, patient-information workflows, confidentiality, and HIPAA requirements.
• Strong computer, data-entry, organizational, and prioritization skills.
• Excellent written and spoken English with clear and professional telephone communication.
• Strong interpersonal and customer-service skills.
• Ability to work independently, meet deadlines, and manage multiple administrative responsibilities.
• Strong proficiency in Google Workspace.
• Reliable high-speed internet and a professional, private workspace.

Preferred Experience

• Experience in behavioral health, mental health, psychiatry, psychology, therapy, or counselling.
• Experience with pharmacy prior authorizations and appeals.
• GeneSight or similar diagnostic/laboratory order processing.
• Healthcare billing or Revenue Cycle Management.
• Psychological or behavioral-health assessment scheduling.
• Insurance verification and communication with insurers.
• Healthcare payment processing.
• Experience supporting a U.S.-based healthcare organization.
• Familiarity with U.S. healthcare terminology and administrative processes.

Key Skills & Attributes

The ideal candidate is:

• Highly organized and detail-oriented
• Accurate and dependable
• Professional, patient, and compassionate
• Discreet and trustworthy
• Technologically proficient and adaptable
• Confident in verbal and telephone communication
• Able to work independently and follow established procedures
• Strong in follow-up and task completion
• Able to identify matters requiring escalation

Software & Systems

Experience w