Virtual Practice Operations Associate

Willow Health (New York); United States; Remote; USD 50,000 - 65,000; Full time

Job summary

Willow Health is seeking a Virtual Practice Operations Associate to support remote clinical operations, focusing on patient access, insurance verification, and care coordination within a fully remote U.S. team.

The role entails processing appointments, handling inquiries, updating schedules, and ensuring accurate EHR documentation to support high-quality behavioral health care. The ideal candidate has 2+ years in operations, comfort with digital clinic tools, and a customer-focused mindset to

Qualifications

• At least 2 years of operations experience, preferably in healthcare settings.
• Experience interacting with customers/patients in a service role.
• Strong organizational skills and attention to detail.
• Ability to learn digital clinic tools quickly (EMR, telehealth, intake forms).
• Experience with insurance and medical claims processes is a plus.

Responsibilities

• Process appointments and handle inbound calls and voicemails.
• Coordinate patient outreach and manage tracking systems for inquiries and follow-ups.
• Update provider schedules and manage EHR documentation.
• Facilitate communication across clinical staff and patients; escalate issues as needed.
• Process insurance verification and explain billing responsibilities to patients.
• Run operational reports and audit data to ensure accuracy and compliance.
• Develop reports to support leadership and identify workflow improvements.

Skills

Operations experience

Customer service

Organizational skills

Data reporting

Problem-solving

Tools

EMR systems

Telehealth platform

Job description

RemoteIn the United States, one in five adults experience a mental health illness and over 12 million people have thoughts of suicide. Mental health crises can be some of the most difficult times in a person’s life, and over 17 million people seeking behavioral health care experience a delay in accessing care. Willow Health is on a mission to significantly improve this experience by expanding affordable access to high-quality, evidence-based intensive behavioral health care. In order to make this mission a reality, we are building a virtual crisis care program that provides personalized, recovery-oriented care for people experiencing behavioral health crises. Willow Health offers patients immediate access to evidence-based virtual crisis psychotherapy, medication management, care management, and around the clock crisis coverage, while working to connect patients to the most appropriate next level of care. Our co-founding team has two decades of collective experience working in healthcare and healthcare tech, and we are backed by Andreessen Horowitz and Seae Ventures. We’re seeking a Virtual Practice Operations Associate with strong knowledge of insurance eligibility, and clinical operations, along with experience in behavioral health or hospital settings. This role supports clinic operations and assists leadership to drive service delivery improvements.

Day to day responsibilities

The hours for this role are Monday to Friday 10:15 AM - 7:15 PM EST. This is a fully remote, virtual role.

• Manage patient access operations including processing appointments, handling inbound calls and voicemails and processing patient inquiries.
• Coordinate patient outreach and engagement by managing multiple tracking systems for inquiries, record requests, scheduling and follow-up communications.
• Execute daily operational tasks including updating provider schedules and availability, processing overnight messages and managing electronic health record documentation.
• Facilitate communication across stakeholders by monitoring operational channels, relaying critical information to clinical staff, escalating issues as needed and promoting effective dialogue between teams and patients.
• Process financial transactions and insurance verification including co-pays and fees, routine insurance eligibility checks and explaining billing responsibilities to patients.
• Maintain quality assurance and data integrity by running and auditing operational reports, reviewing patient charts for accuracy and ensuring compliance with data management standards.
• Develop reports and support business continuity by analyzing operational data for leadership and identifying workflow optimization opportunities.

Our ideal candidate has

• At least 2 years of operations experience, preferably in a start-up environment, behavioral health clinic or hospital
• Comfort with or ability to quickly learn digital clinic tools (e.g., digital EMR, telehealth platform, digital intake forms, etc.)
• Experience and comfort working directly with customers / patients in a customer experience capacity
• Excellent organizational skills
• Ability to follow outlined operational processes related to patient onboarding (e.g., establishing patient charts, welcoming patients to the clinic, completing insurance checks)
• Ability to quickly understand, respond to, and address challenges as they arise throughout the day in clinic
• Comfort in working with clinical teams, including LCSWs, LMHCs, Care Managers, Psychiatrists, Psych NPs, and Licensed Peers
• A desire to improve mental health care delivery
• Experience with insurance and medical claims processes.
• Experience with credentialing
• An openness to and ability to respond to constructive feedback

Preferred qualifications

• Strong leadership skills and ability to gain the confidence of faculty, staff, leaders, colleagues, etc.
• Ability to display a professional, positive attitude with strong interpersonal skills and communication skills required and must be able to work independently and collaboratively to meet deadlines.
• Highly detail-oriented, self-motivated, efficient, and strong organizational skills .
• Demonstrate a high degree of flexibility in accepting work assignments with the ability to effectively prioritize tasks, understand processes, and resolve issues.

$50,000 - $65,000 a year