Practice Administrator

Classification
:
Non-Exempt, Full-Time, W-2

Work
Environment
:
Remote, Ohio; must maintain a secure, compliant workspace

Mentella Health is a therapist-first, fully virtual group practice built for the modern mental health landscape. We combine multi-state access, flexible telehealth delivery, and strong operational support so both clients and clinicians experience fewer barriers and more consistency of care. Unlike traditional private practices, Mentella invests heavily in clinician support, streamlined systems, and cross-state coverage to expand access while reducing administrative friction.

Our model is designed to scale responsibly, pairing high clinical standards with modern infrastructure, so therapists can focus on care and clients can get help faster.

The Practice Administrator is responsible for overseeing and coordinating the operational and administrative functions that support the effective delivery of care across a multi-state behavioral health practice. This role acts as the primary filter for the Chief Clinical Officer by providing central coordination and quality-control function, ensuring systems, workflows, and support processes operate accurately, consistently, and in compliance with healthcare standards.

The Practice Administrator works independently within established guidelines, exercising judgment to identify issues, coordinate solutions, and escalate risks as needed. This position requires discretion, attention to detail, and a strong understanding of behavioral health operations, confidentiality, and professional standards. This individual will work closely with the Chief Clinical Officer and will oversee the work of our Medical VAs.

• Conduct daily audits across Therapy Appointment (EHR), Headway, and Zocdoc.
• Ensure all bookings, inquiries, and billing-related issues are reviewed and addressed.
• Monitor Headway operations across Ohio, Indiana, Wisconsin, and Michigan.
• Identify workflow gaps and assign or route resolution tasks to Medical VAs.
• Exercise independent judgment to prioritize issues and determine appropriate escalation.

• Serve as a primary administrative support contact for therapists.
• Triage and resolve therapist inquiries to minimize escalation to the Executive team.
• Monitor and manage therapist and client support channels (i.e. phone, text, and email).
• Maintain strong working knowledge of internal policies and procedures.
• Distribute clinical and operational communications as needed.

• Coordinate daily task list for Medical VAs
• Conduct biweekly chart audits to confirm clinical notes are signed, locked, and billed.
• Monitor billing flow, claims status, and client account balances.
• Identify billing gaps and assign correction or collections workflows.
• Assign and track credentialing tasks for new clinical hires.
• Maintain insurance rosters and manage CAQH, Availity, and other payor portals.
• Own administrative aspects of clinical onboarding from hire through operational readiness.
• Coordinate with HR, payroll, and other third-party vendors to support operations.
• Monitor therapist caseload levels and flag risk thresholds.
• Surface operational risks, compliance concerns, and recurring issues to leadership.
• Recommend process improvements when inefficiencies or patterns are identified.

• Required:
• Healthcare or behavioral health administration experience
• Knowledge of insurance billing, claims, EHR, and scheduling systems
• Strong attention to detail, follow-through, and ability to manage multiple workflows
• Clear written and verbal communication; able to work independently and maintain confidentiality
• Preferred:
• Credentialing and payor systems (CAQH, Availity)
• Behavioral health operations background

This job description is intended to describe the general nature and level of work performed by employees assigned to this position. It is not an employment contract, and it does not alter the at-will employment relationship. The company reserves the right to modify, add, or remove duties and responsibilities at any time, with or without notice. Employees may be required to perform other tasks as assigned, consistent with their skills and experience.