Mental Health Patient Care Coordinator

Job Title: Mental Health Patient Care Coordinator

Position type: Full-Time

Work hours: 8:30 AM to 4:30 PM PDT

Work days: Monday to Friday

Salary: $5 - $6 per hour, depending on experience

Job code: VV-PG

Workplace: Remote

Preferred Candidate Location: Philippines

About Our Client

Our client is a U.S.-based mental health clinic dedicated to providing thoughtful, patient-centered care in a supportive and well-organized environment. They are seeking a Mental Health Patient Care Coordinator to play a central role in supporting daily operations, patient communication, and care coordination in a fully remote, full-time position.

This role is ideal for a healthcare VA who is comfortable with patient-facing calls, communicates with empathy and professionalism, and thrives in an organized, detail-driven workflow. As a Mental Health Patient Care Coordinator, you will support scheduling, eligibility checks, prior authorizations, and light billing follow-ups while maintaining accurate patient records and documentation. The role requires a calm, respectful tone appropriate for a mental health setting and the ability to work independently without heavy micromanagement.

Success in this role means keeping the schedule running smoothly, minimizing gaps from cancellations, completing eligibility and authorization tasks promptly, and consistently following up on patient balances with clear documentation. The clinic is seeking a long-term, stable VA who can grow with the practice and provide dependable support Monday through Friday in Pacific Time.

Scope of Work & Key Responsibilities

Core Responsibilities

• Maintain and update patient records
• Handle patient inquiries and correspondence with empathy and professionalism
• Support claims processing and insurance verification
• Assist with billing support
• Prepare and organize documents, including reports, presentations, and spreadsheets

Delegated Task Areas:

Scheduling & Patient Confirmations

• Schedule new and existing patient appointments in DrChrono
• Confirm appointments via calls, texts, and emails
• Send appointment reminders
• Maintain a backup/waitlist to fill cancellations and reduce no-shows
• Flag recurring no-show patterns to the clinic manager or provider

Eligibility Checks & Insurance Verification (Same-Day)

• Run eligibility verification the same day patient information is received
• Verify basic benefits and coverage required for scheduling
• Document results in the EMR or tracker
• Flag issues quickly for the clinical or admin team

Prior Authorizations (Support Role)

• Submit prior authorization requests using existing clinic templates and processes
• Track authorization status and follow up until determination
• Maintain a clean tracker (status, dates, next steps)
• Escalate urgent or delayed authorizations appropriately

Billing Support (Light)

• Work from the clinic’s existing patient balance list
• Contact patients with outstanding balances in a polite, compliant manner
• Send payment links and confirm amounts owed based on provided billing records
• Log outcomes clearly (paid, promised, needs follow-up, dispute) and follow up as needed (this role does not manage full billing operations or payer contracting.)

Coding Support (Very Light & Tentative)

• Use the clinic’s limited, approved mental health code list
• Double-check data-entry accuracy before claims are sent to the billing team(This is not a coder role and does not involve independent coding decisions.)

Required Experience & Skills

• Prior U.S. healthcare administrative experience (strongly preferred)

• Experience as a Medical Receptionist, Medical Admin Assistant, Patient Care Coordinator, or Medical Billing Specialist

• EMR experience required (DrChrono preferred; trainable if experienced with other EMRs)

• Experience with VOIP Systems

• Experience using Microsoft Office programs

• Comfortable with patient-facing phone calls, especially in a mental health setting

• Polite, patient, empathetic, calm, and professional communication style

• Highly detail-oriented, organized, and self-directed

• Able to work independently and manage multiple workflows reliably

• Must be comfortable speaking with patients and communicating warmly, respectfully, and empathetically in a mental health environment

Top 3 Priorities

1. Scheduling & confirmations, including managing a backup list to reduce gaps from cancellations/no-shows
2. Same-day eligibility checks and prior authorization support
3. Patient billing follow-ups, including sending payment links and documenting outcomes

Success Metrics (KPIs)

• Faster, smoother scheduling flow with fewer calendar gaps
• Same-day completion of eligibility checks
• Consistent follow-through on prior authorizations
• Regular, documented outreach on patient balances
• Clear tracking and communication across all assigned workflows

Must-Have Capabilities

• Support scheduling, confirmations, eligibility verification, and prior authorizations
• Comfortable with light billing follow-ups
• Understand that coding support is very limited and focused only on accuracy checks

Basic requirements

• Must be proficient in speaking and writing English very clearly
• Must have relevant work experience
• Be able to submit an NBI clearance and/or Local Police Clearance background check before onboarding [mandatory]
• Must be available for video meetings with your camera on (when needed)

Technical requirements

• Device: Reliable laptop or desktop computer.

• Internet: High-speed connection (minimum 10 Mbps).

• Audio: Noise-canceling headset.

• Video: Webcam for virtual meetings.

• Workspace: Quiet, professional environment.

• Dedicated HR & Contractor Support Team: Access to world-class support for questions, guidance, contract matters, and client communication.

• Premium VPN Access (Optional): A secure VPN license can be provided upon request to enhance privacy and security for client-related tasks.

• HIPAA & Cybersecurity Training + Certification (Provided): Access to our internal HIPAA compliance training, cybersecurity modules, and certification to help you confidently handle PHI for U.S. healthcare clients.

• Top 1% VA Performance Training: Access to our proprietary training on communication, client management, productivity systems, and best practices to help you become a top-performing VA and increase long-term client retention.

• Client-Approved U.S. Holidays: Contractors may take U.S. holidays off according to the client’s needs and schedule.

• Client-Approved Paid or Unpaid Time Off: Time off may be granted by your client. Paid time off is optional and only if offered by the client.

• Access to Tools & Resources: Templates, workflow guides, productivity tools, and client-specific SOP support to help you perform at your best.

• Optional Performance-Based Incentives: Some clients may offer bonuses, incentives, or increased hours based on your performance.

These are optional resources and client-approved allowances available to you as an independent contractor. Any resources, trainings, or allowances listed are optional contractor perks and not employee benefits.