Virtual Medical Assistant — Behavioral Health Intake and Client Follow-Up

A growing U.S.-based behavioral health practice is seeking an experienced Virtual Medical Assistant to manage new-client inquiries, intake coordination, scheduling, insurance-information collection, and client follow-up. This is not a passive administrative role. The selected candidate will be responsible for knowing the status of every assigned prospective client and actively moving each person through the intake process toward a scheduled and completed first appointment. We are seeking someone who is compassionate, organized, responsive, persistent, and comfortable being accountable for measurable results. Responsibilities: -Respond promptly to new client inquiries received by phone, text, email, website, directories, and referral sources. -Contact prospective clients using professional phone, text, and email communication. -Make appropriate follow-up attempts when a prospective client does not respond. -Track every lead in the CRM with a current stage, contact history, next action, and follow-up date. -Schedule consultations and initial appointments. -Match prospective clients with the appropriate provider based on availability, insurance, state, preferences, and requested services. -Send intake documents, consent forms, and payment-authorization forms. -Follow up on incomplete paperwork. -Collect accurate insurance and demographic information. -Complete or coordinate insurance-benefit verification. -Confirm initial appointments. -Follow up after missed consultations or intake appointments. -Assist clients with appropriate scheduling, intake, and -administrative questions. -Escalate complex clinical, billing, insurance, or client-service concerns. -Document why a prospective client does not move forward. -Provide regular reports on active leads, completed intakes, scheduled appointments, lost leads, and outstanding follow-up. Required Qualifications: -Previous experience as a medical virtual assistant, patient coordinator, intake coordinator, or healthcare administrative assistant. -Experience managing patient or client intake. -Experience making outbound follow-up calls. -Experience scheduling healthcare appointments. -Familiarity with insurance-information collection and benefits verification. -Experience using a CRM, EHR, scheduling system, or patient-management platform. -Strong written and verbal English communication. -Knowledge of HIPAA and confidential patient information. -Excellent organization and documentation skills. -Reliable internet connection and a private, professional workspace. -Ability to work independently and follow established processes. Preferred Qualifications: -Behavioral health, mental health, counseling, or therapy-practice experience. -TherapyNotes or another behavioral health EHR. -Availity or insurance payer portals. -Dialpad or a similar phone and texting system. -Google Workspace. -Electronic intake forms and consent documents. -Experience supporting a multi-state telehealth practice. -Experience converting inquiries into scheduled patients or clients. *Performance Expectations* Performance will be measured through: -Response time to new inquiries. -Percentage of leads successfully contacted. -Lead-to-consultation conversion rate. -Lead-to-first-appointment conversion rate. -Intake-document completion rate. -Initial appointment attendance rate. -Accuracy of CRM and EHR documentation. -Number of leads without a documented next action. -Quality and consistency of client follow-up. Leaving one voicemail or sending one email does not complete the follow-up process. Every active lead must have a documented status, next action, and follow-up date. Screening Questions 1. Describe your experience working as a medical virtual assistant or healthcare intake coordinator. 2. Have you worked with a behavioral health, mental health, counseling, or therapy practice? Please explain your responsibilities. 3. A prospective client submits an inquiry but does not answer your first call. Describe your exact follow-up process over the next seven days. 4. Describe your experience collecting insurance information and verifying patient benefits. 5. Which CRMs, EHRs, scheduling systems, phone systems, and insurance portals have you used? 6. How do you organize prospective clients so no lead is forgotten or left without a next action? 7. Are you comfortable making outbound telephone calls and being evaluated based on completed intakes and scheduled first appointments? 8. What hours are you available, and what U.S. time zones have you previously supported?