Virtual Practice Operations Associate

The role

You will support day-to-day operations of a virtual behavioral health practice. The work covers patient access, scheduling, insurance checks, billing questions, and records accuracy, and it supports clinical teams and leadership.

What you will do

• Process appointments, handle inbound calls and voicemails, and answer patient inquiries
• Manage tracking systems for inquiries, record requests, scheduling, and follow-up communications
• Update provider schedules and availability, and process overnight messages
• Manage electronic health record documentation
• Relay critical information to clinical staff and escalate issues as needed
• Process co-pays and fees, run routine insurance eligibility checks, and explain billing to patients
• Run and audit operational reports, and review patient charts for accuracy and compliance
• Analyze operational data for leadership and identify workflow improvements

Required qualifications

• At least 2 years of operations experience
• Ability to learn digital clinic tools such as EMR, telehealth platforms, and digital intake forms
• Experience working directly with patients or customers
• Excellent organizational skills
• Ability to follow patient onboarding processes, including setting up charts and completing insurance checks
• Ability to respond quickly to challenges during the clinic day
• Comfort working with clinical teams, including LCSWs, LMHCs, Care Managers, Psychiatrists, Psych NPs, and Licensed Peers
• Interest in improving mental health care delivery
• Experience with insurance and medical claims processes
• Experience with credentialing
• Openness to constructive feedback

Nice to have

• Experience in a start-up environment, behavioral health clinic, or hospital
• Strong leadership skills and ability to gain the confidence of colleagues and leaders
• Professional, positive attitude with strong interpersonal and communication skills
• High attention to detail and self-motivation
• Flexibility in accepting assignments and prioritizing tasks

Before you apply

• Requires a 2-year operations background, as listed under requirements

About the company

Willow Health is building a virtual crisis care program that offers evidence-based behavioral health care, including psychotherapy, medication management, peer coaching, and care management. The company is backed by Andreessen Horowitz and Seae Ventures.