Virtual Practice Operations Associate

Job Description

Job Description

In 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, certified peer coaching, 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 pre-authorization, insurance eligibility, and benefits processes, along with experience in insurance and medical claims. This role supports clinic operations and assists leadership to drive service delivery improvements

Day to Day Responsibilities

• Hours for this role are Monday to Friday 10 : 15AM - 7 : 15PM EST
• Ensures that practice operations and team members are knowledgeable of and in compliance with applicable regulatory, licensing, billing, and accrediting agency standards.
• Assists with clinic communications strategies and promotes effective communication dialogue between clinicians through regularly scheduled meetings and asynchronously.
• Compile patient service feedback survey responses to share with the team, including summarizing outcomes and recommending processes to improve performance. Ensures that patient concerns / complaints are addressed within 24-48 hours.
• Run daily insurance verification for all new and existing patients. Outline and articulate the billing responsibilities of all new patients, including co-pays, co-insurance, and any other self pay requirements.
• Requires understanding of insurance deductibles and verification platforms.
• Support billing issues with external vendors, focusing on insurance pre-authorization, eligibility, and benefits for medical claims.
• Support contracting with insurance payors and credentialing of individual providers.
• Develops, prepares, and interprets program data to provide actionable reports for leadership and clinical teams.
• Support practice operations during technology downtimes and other unplanned events.
• Provide day-to-day practice  operations support to the care team, including faxing, follow-up with patients, and form completion as needed.
• Provide day-to-day practice operations support to the patients, including completing forms & payments, and supporting onboarding of a new patient Cover Willow’s front desk when the team is on break and / or out of office.

Our Ideal Candidate has

Preferred Qualifications

All team members are expected to embody our values :

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.