Remote Administrative Assistant-Behavioural Health

CDL was founded in early 2003 by its current Managing Director Lucy Mmari.Within her 14 year tenure in a well established logistics company, She honed her skill in human resources management and thereafter started CDL.

Remote Administrative Assistant-Behavioural Health

Position Summary

• The Behavioral Health Administrative Assistant will support the day-to-day administrative operations of a busy behavioral health practice.

• This is a hands-on remote administrative role involving electronic health records, patient information, data entry, payment processing, pharmacy prior authorizations, insurance-related follow-up, telephone and electronic communication, and general administrative support.

The successful candidate will regularly interact with:

• Patients.

• Therapists.

• Psychologists.

• Psychiatric providers.

• Pharmacies.

• Insurance companies.

• Healthcare institutions.

• Internal administrative team members.

• Because of this regular communication, the person must have excellent written and verbal English communication skills, clear and easily understandable spoken English,professionalism on the telephone, patience, and strong customer-service skills.

• The ideal candidate has 3–5+ years of administrative experience in a healthcare environment, understands the sensitivity of protected health information, is comfortable using electronic health record systems, and can work independently while following established

• clinical and administrative procedures.

Key Responsibilities

Administrative & Data Entry Support

• Enter and update patient, demographic, billing, insurance, clinical-administrative, and other required information accurately within the electronic health record.

• Maintain complete, accurate, and organized electronic patient records.

• Review information carefully for missing, incomplete, inconsistent, or potentially incorrect details.

• Follow up appropriately when additional administrative information is required.

• Complete routine data-entry and administrative tasks accurately and efficiently.

• Maintain organized electronic documentation and filing systems.

• Ensure information is entered into the appropriate system and patient record.

• Follow established workflows when updating or modifying healthcare information.

• Escalate questions requiring clinical or professional judgment to the appropriate clinician.

Electronic Health Record Support

• Work confidently within the practice’s Electronic Health Record (EHR) / Electronic Medical Record (EMR) environment.

• Enter, update, organize, and retrieve patient administrative information.

• Maintain accurate patient demographic and insurance information.

• Upload and organize relevant administrative documentation.

• Review records for completeness.

• Ensure documents and information are associated with the correct patient.

• Follow practice standards for EHR documentation and information handling.

• Protect patient information at all times.

• Prior experience with an EHR or EMR system is required. Experience with

• behavioral-health-specific systems is an advantage.

Pharmacy Prior Authorizations

• Submit pharmacy prior authorization requests on behalf of psychiatric providers.

• Retrieve required clinical, medication, insurance, and patient information from the electronic health record.

• Complete electronic and written prior authorization submissions accurately.

• Verify that required documentation is included before submission.

• Monitor the status of outstanding prior authorizations.

• Follow up with pharmacies and insurance companies as required.

• Communicate approvals, denials, requests for additional information, and outstanding requirements to the appropriate provider or administrative team member.

• Maintain accurate records of prior authorization activity.

• Support appeals-related administrative documentation when requested by the clinical team.

• Follow open requests through completion rather than allowing them to remain unresolved.

Insurance & Healthcare Organization Communication

• Communicate professionally with health insurance companies, pharmacies, healthcare institutions, and other external organizations.

• Contact insurance companies when information, authorization status, eligibility details, or administrative clarification is required.

• Document relevant information received during telephone calls or electronic communication.

• Route information promptly to the correct internal team member.

• Follow up on unresolved administrative matters.

• Maintain professionalism even when dealing with complicated, delayed, or repetitive requests.

• Never provide clinical advice or make decisions requiring licensed professional judgment.

Patient Communication & Telephone Support

• Communicate professionally and compassionately with patients by telephone and approved electronic communication channels.

• Respond to routine administrative questions within the scope of the position.

• Obtain or clarify demographic, insurance, payment, pharmacy, scheduling, or other administrative information when required.

• Route clinical questions to the appropriate licensed professional.

• Maintain a calm and respectful tone when communicating with patients who may be frustrated, anxious, confused, or experiencing difficult circumstances.

• Clearly document relevant telephone conversations and required follow-up.