[Hiring] Bilingual Mental Health Intake & Care Coordinator @GoLean Health

Role Description

This is a phone-focused and administrative role for someone who is calm, compassionate, organized, and confident communicating in both English and Spanish. You will help new and existing patients feel supported while coordinating intake, scheduling, insurance, specialized treatment requests, and general office workflows. Because this role supports mental health patients, strong emotional awareness, patience, accuracy, and professionalism are essential.

Key Responsibilities

• Patient Intake and Scheduling
  • Answer inbound calls professionally and compassionately.
  • Contact new patient leads promptly and help move qualified inquiries toward a scheduled appointment.
  • Gather and document patient, insurance, referral, and intake information.
  • Schedule and reschedule appointments using PracticeQ and Google Calendar.
  • Manage weekly meetings, including billing reviews, Psycle patient updates, and office meetings.
  • Update lead statuses and scheduling outcomes accurately.
  • Maintain professional communication with patients and family representatives.
• Patient Screening and Care Coordination
  • Screen patients for TMS and Spravato services based on the practice's established process.
  • Collect required information and communicate next steps clearly.
  • Coordinate Psycle-referred patients and maintain accurate status updates.
  • Submit and track MRI requests.
  • Follow up on pending patient requirements and escalate concerns when needed.
• Insurance and Authorization Support
  • Verify insurance coverage, eligibility, copays, deductibles, coinsurance, and estimated patient responsibility.
  • Use insurance websites and payer portals to obtain benefit information.
  • Assist with SCA, LOA, and prior authorization requests.
  • Support Spravato authorization and insurance-related workflows.
  • Document verification and authorization results accurately in the appropriate system.
• Billing and Office Support
  • Assist with EOB checks and weekly claims reviews.
  • Identify missing information or items requiring billing follow-up.
  • Complete limited QuickBooks tasks when needed.
  • Provide administrative support to the nurse practitioner and office manager.
  • Maintain accurate records across PracticeQ, Excel, Google Calendar, and other platforms.

Qualifications

• Fluent in English and Spanish.
• Previous experience in patient intake, scheduling, front desk support, care coordination, or healthcare administration.
• Experience handling inbound and outbound healthcare calls.
• Knowledge of insurance verification, eligibility, copays, deductibles, and patient responsibility.
• Comfortable following established scripts, procedures, and workflows.
• Strong communication, organization, and documentation skills.
• Calm and professional when supporting patients in sensitive or emotional situations.
• Reliable and able to remain focused during phone-heavy shifts.
• Able to work 40 hours per week.

Nice-to-Have Qualifications

• Experience supporting a U.S. mental health, behavioral health, psychiatry, or therapy practice.
• Experience using PracticeQ.
• Experience with TMS or Spravato patient workflows.
• Knowledge of QuickBooks.
• Experience using Spruce for calls, texts, and contact management.
• Familiarity with Availity and insurance payer websites.
• Experience with EOB review, claims follow-up, prior authorizations, SCA, or LOA requests.
• Experience coordinating MRI requests or specialty treatment services.

Who We're Looking For

• Warm, patient, and easy to talk to.
• Confident communicating in both English and Spanish.
• Comfortable helping patients who may feel nervous, overwhelmed, or uncertain.
• Fast and consistent with patient and lead follow-up.
• Accurate with scheduling, insurance information, and documentation.
• Able to manage several workflows while staying organized.
• Comfortable working independently and escalating concerns appropriately.
• Interested in a stable, long-term role within a mental health practice.