We are seeking an energetic, outgoing, and exceptionally personable Bilingual Virtual Front Desk & Insurance Specialist to serve as the vital front-line ambassador for a fast-growing U.S.-based mental health practice. Combining high-volume inbound/outbound phone management, patient scheduling, and light insurance verification support, this is a highly patient-facing, high-touch role.
We are specifically seeking a candidate with an upbeat, warm, confident, and engaging phone demeanor in both English and Spanish. Rather than a passive assistant, the practice requires a self-directed problem-solver who takes complete ownership of patient inquiries, manages heavy call volumes with ease, and provides an compassionate, outstanding experience for individuals seeking mental health and TMS therapy services.
Working Environment & Core Schedule
- Role Title: Bilingual Front Desk & Insurance Verifications/Auths Specialist
- Status: Full-Time (40 Hours / Week)
- Schedule: Monday – Friday, 9:00 AM – 6:00 PM EST (US Eastern Standard Time)
- Language Requirement: Fully Bilingual (Fluent English & Spanish - Non-Negotiable)
- Practice Specialty: Psychiatry, Mental Health & TMS Therapy
Top 3 Daily Tasks
- High-Volume Front Office Communication: Handle high-volume inbound and outbound patient calls (50–150 calls per day) using Weave, delivering exceptional customer care, answering treatment inquiries, and scheduling appointments.
- Patient Scheduling & Intake Management: Manage provider calendars, guide prospective mental health and TMS therapy patients through the intake process, and assist with general administrative requests.
- Insurance Verifications & Authorizations (Support): Provide occasional, targeted support with verifying insurance eligibility, checking benefit coverage, and navigating payer portals as needed.
Core Responsibilities
- Inbound & Outbound Phone Operations: Serve as the primary voice of the practice using Weave, answering patient calls, conducting follow-up outreach, and managing appointment confirmations, cancellations, and reschedules in English and Spanish.
- Patient Inquiry & Care Coordination: Warmly address non-clinical questions regarding psychiatry, TMS therapy, and mental health services, guiding patients smoothly into the practice's care pipeline.
- Administrative Front Desk Support: Maintain accurate patient records, organize digital intake workflows, update patient charts, and manage daily calendar tasks using Google Workspace tools and GoHighLevel.
- Insurance & Auth Support: Perform secondary insurance eligibility checks, verify coverage details on payer platforms, and assist with prior authorization documentation when necessary.
- Proactive Problem-Solving: Identify administrative bottlenecks, manage high call density with composure, and maintain high patient satisfaction across every interaction.
Requirements
- Bilingual Fluency: Fluent, natural spoken and written English and Spanish.
- U.S. Practice Experience: Minimum 2+ years of direct experience supporting a U.S.-based medical practice in a front-office, administrative, or patient-coordination capacity.
- Engaging Phone Demeanor: A bubbly, upbeat, warm, and highly confident phone presence—capable of building instant rapport without sounding scripted, timid, or robotic.
- Phone & Scheduling Proficiency: Proven background handling inbound/outbound calls, patient scheduling, and customer service.
- Lead & Growth Mindset: Comfort making outbound calls to prospective patients, addressing barriers to care, and guiding leads toward booking appointments.
- Problem-Solving Ability: Proven track record of working independently, following through on tasks without constant direction, and bringing solutions to operational challenges.
- HIPAA Compliance & Setup: Strong understanding of HIPAA guidelines and a quiet, private, HIPAA-compliant home workspace equipped with a high-speed computer setup and a clear noise-canceling headset.
Strongly Preferred
- Lead Conversion & Sales: Background in patient acquisition, medical sales, or lead conversion.
- Specialty Practice Models: Direct experience in Direct Primary Care (DPC), Concierge Medicine, Medical Spa, Wellness, or Cash-Pay practice environments.
- Membership Billing: Hands-on experience with recurring membership billing models and membership CRM/lead management platforms.
Ideal Candidate Profile
You are a vibrant, articulate, and resourceful bilingual coordinator who loves connecting with people over the phone. You treat every patient and prospective lead like a VIP, take immense pride in keeping clinic workflows organized, and take full ownership of helping a medical practice grow.