[Hiring] Mental Health Clinical Support @Ellie Mental Health - 181

Role Description

We are seeking a warm, organized, and tech-savvy Front-End Operations Support professional to serve as the first point of contact for patients reaching out via phone or email. This remote role is essential in ensuring a smooth and compassionate intake and scheduling process for individuals seeking mental health services.

This role supports the clinic operations team and is expected to require 10-15 hours of work per week and be available between the hours of 9 am - 1 pm, Monday through Friday. A successful candidate needs to be able to work independently with minimal oversight.

Responsibilities and Duties

• Serve as the primary contact for incoming calls and emails from prospective and current clients
• Respond to inquiries about services, scheduling availability, and provider information with professionalism and care
• Schedule, reschedule, and confirm appointments using our electronic medical records (EMR) system (e.g., Valant)
• Track and follow up on patient inquiries to ensure timely resolution and high conversion from inquiry to appointment
• Communicate with clinical staff to support provider availability, cancellations, and urgent patient needs
• Provide patients with accurate information regarding intake forms, insurance, and billing contacts
• Manage documentation and ensure all communication is properly logged in our EMR or communication system
• Escalate complex clinical or billing questions to the appropriate internal team

Qualifications

• 1+ years of experience in healthcare customer service, medical scheduling, or front desk operations (mental health setting preferred)
• Strong written and verbal communication skills, with a friendly and empathetic tone
• Comfortable working in a remote environment with minimal supervision
• Proficient with EMR systems, email platforms, and phone systems (e.g., Valant, Google Workspace, Dialpad or similar)
• Highly organized and detail-oriented with strong follow-through
• Ability to handle sensitive information with discretion and in compliance with HIPAA regulations
• Prior experience working directly with clients
• Be flexible and available during daytime office hours
• Be accountable for assigned tasks without the need for follow-up supervision

Requirements

• Experience working in mental or behavioral health (preferred)
• Bilingual (especially Spanish) is a plus
• Familiarity with Valant EMR and call center tools
• General knowledge of therapy services, community resources, insurance billing (ideal candidates)

Benefits

• Pay range is $20-$25/hour
• Flexible work from home options available