About this role
About the Client Our client owns and operates a behavioral health private practice with offices in Raleigh, NC and the Salem/Portland, OR area, now in its third year of business. The practice provides mental health care to patients across both locations and is building out its internal systems and support team as it grows. They're looking to bring on a dedicated assistant with genuine healthcare experience to support the clinical and administrative side of the practice. Why does this role exist? The practice has learned firsthand that generalist administrative support isn't enough for a healthcare setting — the current assistant in this seat lacks a medical background, which has created a steep learning curve around healthcare terminology, insurance processes, and how to appropriately support patients who may be in distress. This role exists to bring in someone who already understands the healthcare world and can hit the ground running on intake, insurance claims, and documentation — freeing the practice owner from the administrative load of prior authorizations and claims follow-up so she can focus on patient care. This is intended as a long-term seat on the team, not a temporary fix. Patient Intake Gather patient information and set up new patient charts Schedule initial appointments Support the ongoing development of a standardized intake process alongside the practice owner Insurance & Claims Management Process prior authorizations Submit and manage insurance claims Follow up directly with insurance companies on denied or rejected claims to get them resolved Documentation & Records Draft patient-related documents, including diagnosis letters, ESA letters, and work-excuse letters Maintain accurate, up-to-date records in the practice's EHR system (iCANotes) Handle general data entry and recordkeeping Process & SOP Development Help create and maintain internal policies and standard operating procedures Support the practice as it formalizes processes like patient intake Patient & Practice Support Communicate with patients professionally and with empathy, including those who may be having a difficult day Coordinate with the practice owner via WhatsApp, RingCentral, and Google Meet as needed