[Hiring] Patient Access Specialist @HelpSquad, LLC

Role Description

This is a remote position. Schedule: Full-time, 8:00 AM–5:00 PM Pacific Time.

We are looking for an experienced Virtual Assistant to manage patient calls, coordinate appointments, and guide patients through the intake process. This role is ideal for someone with hands-on experience in a psychiatric practice who understands the importance of clear communication, accurate documentation, and compassionate patient support. Many patients reach out while the practice is busy, so answering calls promptly, addressing patient concerns, and helping prospective patients move forward with scheduling and intake are essential. We are looking for someone who can work independently, remain calm in challenging situations, and consistently follow established procedures.

Key Responsibilities

• Answer incoming calls promptly, identify patient needs, respond to inquiries, and schedule appointments.
• Guide patients through the intake process and ensure all required paperwork is completed.
• Assist patients with online forms, including medication history and other required intake information.
• Explain practice policies and procedures, including cancellation policies, and confirm that patients understand the requirements.
• Follow up with patients who are late or have not joined their scheduled Zoom appointments and help them connect.
• Review Charm Health to verify whether appointments have been paid and flag significantly overdue payments for follow-up.
• Perform insurance eligibility and benefits verification according to the practice's established checklist.
• Maintain accurate patient records and follow privacy requirements when handling sensitive information.
• Communicate professionally and compassionately with patients, including those who may be anxious, frustrated, or emotionally distressed.

Qualifications

• Psychiatric practice experience: Direct, hands-on experience working in a psychiatric or mental health practice is required. General medical front desk experience or therapy practice experience alone will not be sufficient.
• Psychiatric medication knowledge: Familiarity with commonly prescribed psychiatric medications, including antidepressants and SSRIs, and a basic understanding of the purpose of common anxiety medications.
• Insurance knowledge: Understanding of copays, coinsurance, deductibles, visit limits, eligibility checks, and insurance benefits verification.
• EMR experience: Experience using electronic medical record systems. Familiarity with Charm Health is preferred.
• Phone system experience: Experience managing incoming calls through a business phone system. Familiarity with RingCentral is preferred.
• Communication skills: Clear, professional verbal communication and the ability to explain information in a way patients can easily understand.
• Organization and accuracy: Strong attention to detail, consistent follow-through, and the ability to manage patient calls and intake tasks without overlooking steps.
• Reliability: A dependable work history and commitment to a full-time schedule.

Requirements

• Patient-focused and compassionate: Able to communicate calmly with patients experiencing anxiety, depression, frustration, or other difficult emotions.
• Proactive and self-directed: Takes ownership of tasks, anticipates patient needs, and resolves issues without waiting for constant direction.
• Confident on the phone: Can manage difficult conversations, ask appropriate questions, and identify what a caller needs, even when the concern is not immediately clear.
• Process-oriented: Follows established procedures accurately and consistently, prioritizing correctness and patient safety over simply working quickly.
• Dependable and consistent: Demonstrates professionalism, accountability, and a stable employment history.
• Comfortable working independently: Can manage daily front desk and intake responsibilities in a busy telehealth practice.

Benefits

• Compensation & Payments:
• Competitive hourly rate
• On-time payments, every time
• Payments processed via Wise
• Training & Support:
• Direct client training provided — you are never thrown in blind
• Dedicated Account Manager as your point of contact
• Stable, long-term placement with a growing U.S.-based company
• Exposure to a wide range of modern SaaS platforms
• Potential for increased responsibilities as the company scales
• Tenure recognition for long-term team members
• Clear escalation paths — you always know who to go to
• Work Environment:
• 100% remote — work from home
• U.S.-based company with structured operations
• Stable, long-term account placements (not gig-style work)
• Supportive team culture across all accounts
• Growth & Experience:
• Build your U.S. industry experience
• Exposure to multiple practice types and platforms
• Potential for increased hours or additional accounts based on performance
• Strengthen your resume with verified, legitimate U.S. client experience
• Recognition:
• Tenure recognition for long-term team members
• We value loyalty and recognize those who grow with us