[Hiring] Patient Intake and Insurance Verification @Winning Assistants

Role Description

The Patient Intake and Insurance Verification role involves various responsibilities aimed at ensuring a smooth patient intake process and accurate insurance verification.

• Answer calls and respond to patient inquiries with warmth and professionalism.
• Coordinate patient intake from initial contact through scheduling.
• Verify eligibility and behavioral health benefits for commercial plans.
• Use payer portals such as UHC, Cigna, Aetna, Curative, and BCBS, in addition to their carve-out plans.
• Confirm copays, deductibles, coinsurance, out-of-pocket maximums, and estimated patient responsibility for mental health and psychiatry benefits (in-office and telehealth).
• Determine whether insurance benefits cover the practice’s specific services using CPT codes for mental health.
• Identify network restrictions, authorization requirements, and coverage limitations.
• Follow up with referred patients and manage referral workflows within 24 hours of receipt of referral (or within 2 hours if a STAT referral).
• Schedule appointments and maintain provider calendars.
• Monitor emails and coordinate communication between patients and providers.
• Update patient records and document interactions in Practice Better.
• Track pending referrals, intake requirements, and follow-up tasks.
• Provide general administrative and executive assistant support.
• Maintain HIPAA-compliant handling of patient information.
• Escalate unfamiliar insurance situations instead of making assumptions.

Qualifications

• Minimum of one year of hands-on experience verifying U.S. mental or behavioral health insurance eligibility and benefits.
• Previous experience supporting patients through reproductive mental health concerns, infertility, pregnancy loss, or postpartum care is highly preferred.
• Strong working knowledge of commercial insurance plans and patient financial responsibility, including copays, deductibles, coinsurance, and out-of-pocket maximums.
• Proven experience using insurance payer portals and electronic health record (EHR) systems.
• Experience with Practice Better or other EHR systems is highly preferred.
• Ability to read insurance cards and benefit information carefully.
• Compassionate, empathetic, and trauma-informed communication style.
• Ability to work independently with minimal supervision.
• Reliable, proactive, adaptable, and accountable.
• Ability to follow structured intake forms and decision-tree workflows with minimal supervision.
• Excellent verbal and written communication skills.
• Ability to manage follow-ups and maintain organized patient records.
• Professional demeanor when handling sensitive and patient-facing interactions.
• Experience collecting referrals, diagnosis documents, and insurance information.

Requirements

• Must speak and write English clearly and professionally.
• Must have relevant work experience.
• Must be able to provide an NBI Clearance and/or Local Police Clearance before onboarding (mandatory).
• Must be available to attend video meetings with camera on when required.

Technical Requirements

• Computer: Reliable laptop or desktop computer.
• Internet: Stable high-speed internet connection (minimum 25 Mbps).
• Audio: Noise-canceling headset.
• Video: Working webcam for virtual meetings.
• Workspace: Quiet and professional work environment.

Benefits

• Dedicated HR & Contractor Support Team: Access to world-class support for questions, guidance, contract matters, and client communication.
• Premium VPN Access (Optional): A secure VPN license can be provided upon request to enhance privacy and security for client-related tasks.
• HIPAA & Cybersecurity Training + Certification (Provided): Access to our internal HIPAA compliance training, cybersecurity modules, and certification to help you confidently handle PHI for U.S. healthcare clients.
• Top 1% VA Performance Training: Access to our proprietary training on communication, client management, productivity systems, and best practices to help you become a top-performing VA and increase long-term client retention.
• Client-Approved U.S. Holidays: Contractors may take U.S. holidays off according to the client’s needs and schedule.
• Client-Approved Paid or Unpaid Time Off: Time off may be granted by your client. Paid time off is optional and only if offered by the client.
• Access to Tools & Resources: Templates, workflow guides, productivity tools, and client-specific SOP support to help you perform at your best.
• Optional Performance-Based Incentives: Some clients may offer bonuses, incentives, or increased hours based on your performance.