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Job Summary:
We are seeking a compassionate, confident, and highly organized Remote Patient Intake & Care Coordinator Lead (Mental Health Background) to manage patient inquiries, guide individuals through the intake and evaluation process, verify insurance eligibility and benefits, coordinate prior authorizations, and facilitate communication between patients and healthcare providers. The ideal candidate is empathetic, patient-focused, and passionate about helping individuals seeking support for depression and other mental health concerns. This role requires excellent English communication skills, confidence handling high volumes of phone calls, strong organizational and problem-solving abilities, and familiarity with U.S. healthcare and commercial insurance processes. A background in psychology, mental health, or behavioral health is preferred, along with experience in patient intake, healthcare coordination, and administrative systems. The successful candidate will take ownership of the patient experience, ensuring individuals feel supported, understood, and informed while maintaining accurate records, protecting confidential information, and following established procedures. This position offers a clear path to a Team Lead role based on performance , with opportunities to improve workflows, train and mentor colleagues, and eventually take on team leadership responsibilities.
Key Responsibilities:
Answer patient calls, emails, and messages with compassion and professionalism.
Explain services and evaluations, guide patients through intake, and accurately record information.
Assess patient eligibility and schedule evaluations and appointments.
Follow up on inquiries, missed calls, appointments, and pending next steps.
Verify insurance benefits, submit prior authorizations, and track approvals, denials, and expirations.
Collect required documentation and explain coverage, costs, and patient responsibilities.
Coordinate appointments, authorizations, and documentation with healthcare providers.
Ensure intake forms and consents are completed and maintain accurate CRM/EMR records.
Check in with patients and re-engage those who pause or discontinue treatment.
Track active and pending cases to ensure continuity of care.
Provide a supportive patient experience from initial contact through evaluation and follow-up.
Perform other duties related to the position as assigned.
Qualifications & Requirements:
Excellent English communication skills (verbal and written).
Strong interpersonal and communication skills when interacting with patients, providers, and teammates.
Compassionate, empathetic, and patient when supporting individuals with mental health challenges.
Educational background or degree in psychology, mental health, or a related field.
Experience in behavioral health or psychiatry.
Experience in U.S. medical office administration, patient intake, or healthcare coordination.
Experience with patient-facing and back-office administrative tasks.
Confidence handling phone-based communication with patients and insurance companies.
Experience handling high volumes of calls with patients and insurance companies.
Experience completing insurance verifications and prior authorizations.
Strong understanding of U.S. commercial insurance processes.
Experience using CRM, EMR, or EHR systems is a plus.
Must maintain HIPAA compliance and confidentiality standards.
Strong organizational skills and ability to manage multiple cases simultaneously.
Experience improving processes, workflows, or operational efficiency.
Experience in consultative phone sales or lead conversion.
Previous leadership, supervisory, mentoring, or team training experience.
Strong leadership potential and interest in managing a team in the near future.
Professionalism, attention to detail, and consistent follow-through.
Ability to meet deadlines and manage responsibilities in a fast-paced environment.
Resourceful, accountable, with a strong sense of ownership.
Out-of-the-box thinker, highly adaptable, reliable, self-motivated, and confident.
Strong problem-solving skills with the ability to work independently.
Proficiency in Microsoft Office (Word, Excel, Outlook).
Familiar with standard business tools (email, spreadsheets, document management).
Ability to quickly learn new systems, software, and workflows.
Ability to follow established processes accurately with minimal supervision.
Ability to work U.S. EST (New York) business hours and adapt to business needs.
Interested in long-term career opportunities.
Able to undergo a background check.
Reliable Windows 10+ computer, two monitors, and high-speed internet.
Reliable backup power source (e.g., power bank, UPS, inverter, or generator) for uninterrupted work during outages.
Professional home workstation capable of supporting uninterrupted remote work.