Remote Administrative Assistant-Behavioural Health

This is a remote position.

Location: Fully Remote – Kenya-based, supporting a U.S.-based behavioral health practice
Employment Type: Full-Time, 40 hours per week
Working Hours: Monday–Friday, 8:00 AM–5:00 PM Eastern Time, including a one-hour break
Contract Term: 12–18 months, based on organizational needs, performance, and mutual fit


Role Overview

We are seeking a highly organized and detail-oriented Remote Administrative Assistant to provide administrative support to a U.S.-based behavioral health practice. The role involves managing patient records, scheduling, payment processing, insurance follow-up, pharmacy prior authorizations, GeneSight orders, and other healthcare administrative functions.

The successful candidate must demonstrate strong communication skills, professionalism, confidentiality, accuracy, and the ability to work independently in a remote environment.

Key Responsibilities

1. Patient Records & Administrative Support
Accurately enter, update, organize, and maintain patient demographic, insurance, billing, and administrative information in the EHR/EMR.
Review records for completeness and correct or follow up on missing information.
Maintain organized electronic documentation and ensure information is assigned to the correct patient.
Escalate matters requiring clinical judgment to the appropriate professional.
2. Pharmacy Prior Authorizations
Prepare and submit pharmacy prior authorization requests.
Gather required patient, medication, clinical, and insurance information.
Track submissions, follow up with pharmacies and insurers, and maintain accurate records.
Communicate approvals, denials, and outstanding requirements to the appropriate team members.
3. GeneSight Orders
Process GeneSight orders in accordance with established procedures.
Verify patient, insurance, provider, and administrative information before submission.
Track orders, follow up on outstanding requirements, and document progress.
Escalate matters requiring clinical or medical judgment.
4. Revenue Cycle & Billing Support
Assist with insurance verification, billing follow-up, payment processing, and other RCM activities.
Track outstanding billing and insurance matters and follow up as required.
Communicate with insurers regarding routine eligibility, claims, and administrative queries.
Maintain accurate billing and payment records and escalate complex issues appropriately.
5. Assessment Scheduling
Schedule, reschedule, and confirm psychological and behavioral-health assessment appointments.
Coordinate appointments with patients, psychologists, clinicians, and administrative staff.
Ensure required administrative, insurance, referral, and demographic information is available.
Provide approved appointment instructions and follow up on outstanding scheduling matters.
6. Patient & External Communication
Communicate professionally and compassionately with patients by telephone and approved electronic channels.
Respond to routine administrative enquiries and obtain or clarify required information.
Communicate with pharmacies, insurance companies, healthcare institutions, and other external organizations.
Document calls and communications accurately and route clinical matters to licensed professionals.
Maintain professionalism when handling sensitive or challenging situations.
7. Team & General Administrative Support
Support therapists, psychologists, psychiatric providers, and administrative staff with day-to-day administrative tasks.
Respond promptly to internal requests and communicate outstanding issues or delays.
Follow assigned tasks through to completion.
Use Google Workspace for communication, documentation, scheduling, meetings, and information management.
8. Privacy & HIPAA Compliance
Maintain strict confidentiality of patient, clinical, insurance, billing, and financial information.
Comply with HIPAA, privacy, cybersecurity, and data-security requirements.
Use only approved systems for accessing, storing, and communicating protected health information.
Maintain a secure and private workspace and immediately report suspected privacy or security incidents.

Requirements

Required Qualifications & Experience

• Bachelor's degree in Health Information Management, Healthcare Administration, Public Health, Health Services Management, Health Informatics, Business Administration with a healthcare focus, or a related field.
  
• 3–5+ years' administrative experience in a healthcare environment.
  
• Experience supporting healthcare professionals, clinics, hospitals, behavioral-health organizations, insurance organizations, or similar settings.
  
• Previous experience using an EHR/EMR system.
  
• Knowledge of healthcare administration, patient-information workflows, confidentiality, and HIPAA requirements.
  
• Strong computer, data-entry, organizational, and prioritization skills.
  
• Excellent written and spoken English with clear and professional telephone communication.
  
• Strong interpersonal and customer-service skills.
  
• Ability to work independently, meet deadlines, and manage multiple administrative responsibilities.
  
• Strong proficiency in Google Workspace.
  
• Reliable high-speed internet and a professional, private workspace.
  

Preferred Experience

• Experience in behavioral health, mental health, psychiatry, psychology, therapy, or counselling.
  
• Experience with pharmacy prior authorizations and appeals.
  
• GeneSight or similar diagnostic/laboratory order processing.
  
• Healthcare billing or Revenue Cycle Management.
  
• Psychological or behavioral-health assessment scheduling.
  
• Insurance verification and communication with insurers.
  
• Healthcare payment processing.
  
• Experience supporting a U.S.-based healthcare organization.
  
• Familiarity with U.S. healthcare terminology and administrative processes.
  

Key Skills & Attributes

The ideal candidate is:

• Highly organized and detail-oriented
  
• Accurate and dependable
  
• Professional, patient, and compassionate
  
• Discreet and trustworthy
  
• Technologically proficient and adaptable
  
• Confident in verbal and telephone communication
  
• Able to work independently and follow established procedures
  
• Strong in follow-up and task completion
  
• Able to identify matters requiring escalation
  

Software & Systems

Experience with or ability to quickly learn:

• EHR/EMR systems
  
• Google Workspace: Gmail, Calendar, Drive, Docs, Sheets, Meet, Chat, and Google Voice
  
• Pharmacy prior authorization portals
  
• GeneSight ordering systems
  
• Healthcare billing/RCM systems
  
• Insurance portals
  
• Practice-management and scheduling systems
  
• Secure healthcare communication and payment-processing systems
  

The candidate does not need experience with every platform but must demonstrate strong technical ability and the capacity to learn new systems quickly.