SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Willow Health is a venture-backed mental health crisis care platform on a mission to expand affordable access to high-quality, evidence-based intensive behavioral health care. The company offers patients immediate access to virtual crisis psychotherapy, medication management, certified peer coaching, care management, and around-the-clock crisis coverage. The co-founding team brings two decades of collective healthcare and healthcare tech experience and is backed by Andreessen Horowitz and Seae Ventures.
The Virtual Practice Operations Associate will be the backbone of clinic operations, managing patient access and supporting leadership to drive service delivery improvements. This fully remote role operates Monday to Friday, 10:15 AM – 7:15 PM EST.
Key responsibilities include:
- Managing patient access operations: processing appointments, handling inbound calls and voicemails, and processing patient inquiries
- Coordinating patient outreach and engagement through multiple tracking systems for inquiries, record requests, scheduling, and follow-up communications
- Executing daily operational tasks including updating provider schedules, processing overnight messages, and managing electronic health record documentation
- Facilitating cross-stakeholder communication by monitoring operational channels, relaying critical information to clinical staff, escalating issues, and promoting effective dialogue
- Processing financial transactions and insurance verification, including co-pays, fees, routine eligibility checks, and explaining billing responsibilities
- Maintaining quality assurance and data integrity by running and auditing operational reports, reviewing patient charts for accuracy, and ensuring compliance with data management standards
- Developing reports and supporting business continuity by analyzing operational data for leadership and identifying workflow optimization opportunities
The ideal candidate will have strong knowledge of pre-authorization, insurance eligibility, and benefits processes, along with experience in insurance and medical claims. You will work directly with clinical teams including LCSWs, LMHCs, Care Managers, Psychiatrists, Psych NPs, and Licensed Peers.
REQUIREMENTS:
- At least 2 years of operations experience, preferably in a start-up environment, behavioral health clinic, or hospital
- Experience with insurance and medical claims processes
- Experience with credentialing
- Comfort with or ability to quickly learn digital clinic tools (e.g., digital EMR, telehealth platform, digital intake forms)
- 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, completing insurance checks)
- Ability to quickly understand, respond to, and address challenges as they arise throughout the day in clinic
- Comfort working with clinical teams
- A desire to improve mental health care delivery
- 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, and colleagues
- Professional, positive attitude with strong interpersonal and communication skills
- Ability to work independently and collaboratively to meet deadlines
- Highly detail-oriented, self-motivated, and efficient
- High degree of flexibility in accepting work assignments with ability to effectively prioritize tasks, understand processes, and resolve issues
