Role LogisticsJob Type: ContractRole Type: Patient Access / Patient Experience OperationsIdeal Experience Level: 2+ years of experienceLocation: Fully RemoteWork Hours: 1:00 PM to 9:30 PM Central TimeThe OpportunityWe are looking for a detail-oriented, healthcare-fluent Virtual Assistant with excellent communication skills to support patients during the earliest and most important parts of their care journey.This role is ideal for someone who is exceptional in spoken and written English, organized under pressure, and comfortable working across phone calls, patient messaging, scheduling, documentation, and internal coordination. You will help ensure that patients are contacted quickly, prepared clearly, routed correctly, and supported warmly before their first visit.Excellent communication skills are a must. You will be speaking and writing with patients every day, often when they are confused, anxious, delayed, frustrated, or missing key next steps. The right person can explain things clearly, warmly, and accurately in English while keeping patients calm and moving forward.We strongly prefer candidates with pharmacy, medical, nursing, behavioral health, or other healthcare licensure or formal clinical training outside the United States. This is a non-clinical role, and you will not provide medical advice, diagnosis, or treatment. However, clinical fluency is a major advantage because you will help patients understand logistics, prepare for appointments, gather documentation, and route sensitive issues to the appropriate clinical team.A major focus of this role may include supporting patients with ADHD-related intake needs. You should be comfortable learning our protocols, understanding documentation requirements, coordinating next steps, and helping patients feel prepared while staying firmly within a non-clinical scope.Responsibilities and DeliverablesRespond to new patient leads and booked patients quickly across phone, messaging, and internal systemsCommunicate with patients clearly, warmly, and professionally in both spoken and written EnglishProvide a warm, professional patient welcome and help patients understand what to expect before their first appointmentExplain next steps simply and accurately, especially when patients are confused, anxious, or missing required itemsSupport appointment scheduling, rescheduling, intake completion, paperwork follow-up, and onboarding tasksMonitor patients who may have missing paperwork, insurance issues, pharmacy-related questions, documentation needs, or other blockers before careHelp manage patient access workflows across self-serve signups, referrals, Zocdoc leads, and other inbound sourcesSupport ADHD-related patient preparation, including helping patients understand required logistics, documentation, ROI steps, and appointment expectationsTrack and escalate patient concerns, refill or prescription coordination needs, prior authorization issues, and clinical questions to the appropriate teamAccurately document patient interactions so that teammates and clinicians have clear contextFollow scripts and SOPs while also noticing where workflows can be improvedHelp reduce delays in patient outreach by maintaining strong response times and consistent follow-throughIdentify recurring patient issues and share feedback with operations, product, and clinical teamsMaintain a reliable, high-speed internet connection for smooth phone and messaging workAlways aim to deliver the best possible experience for patients and familiesYou Will Be Successful If You AreExceptional in spoken and written English communicationClear, warm, and confident on patient phone callsAble to explain next steps simply without sounding robotic, confusing, or dismissiveStrong at documenting patient interactions clearly so teammates know exactly what happenedCalm and professional when patients are frustrated, worried, delayed, or stuckKind, patient, and empathetic in sensitive healthcare conversationsHighly organized and able to manage many patient conversations without losing detailsComfortable working in a fast-paced startup environment where processes may evolve quicklyComfortable using tools like Slack, Dialpad, Healthie, CRMs, EHRs, or similar platformsAble to partner closely with clinical teams while staying within a non-clinical roleCurious, proactive, and willing to learn the details of our care model, provider workflows, and patient access processIdeal Background and Skills2+ years in healthcare operations, patient support, pharmacy support, medical administration, telehealth, call center, or similar workStrong English communication skills are required; candidates who are not comfortable with high-volume patient calls and written patient messaging will not be a fitStrong preference for candidates who are licensed or trained healthcare professionals outside the U.S., such as pharmacists, physicians, nurses, medical technologists, psychologists, or other healthcare professionalsPharmacy experience is especially valuable, including familiarity with prescriptions, refills, prior authorizations, controlled substance workflows, or medication-related patient questionsFamiliarity with behavioral health, psychiatry, ADHD care, telehealth, insurance, scheduling, referrals, or clinical documentation is highly preferredExperience supporting U.S.-based patients or U.S. healthcare workflows is a plusThe most important qualifications are patient empathy, excellent communication, healthcare fluency, operational execution, and clear documentationImportant Note on ScopeThis is a non-clinical operations role. You will not provide medical advice, diagnose patients, make treatment decisions, or practice under any medical or pharmacy license. Your role is to support patient logistics, documentation, coordination, and escalation so that patients receive timely and high-quality care from the appropriate clinical team.Compensation and BenefitsHourly Compensation: $5-$15 per hour, depending on experienceWork Hours: 1:00 PM to 9:30 PM Central TimeWork Setup: Fully RemoteImpact: Work on something that truly matters to patients and families while helping build a faster, more scalable mental health care system
5 days ago