Bilingual Front Desk & Insurance Verification Specialist; Psychiatry & TMS

We are seeking an energetic, outgoing, and exceptionally personable Bilingual Virtual Front Desk & Insurance Specialist to serve as the vital front-line ambassador for a fast-growing U.S.

-based mental health practice. Combining high-volume inbound/outbound phone management, patient scheduling, and light insurance verification support, this is a highly patient-facing, high-touch role.

We are specifically seeking a candidate with an upbeat, warm, confident, and engaging phone demeanor in both English and Spanish. Rather than a passive assistant, the practice requires a self-directed problem-solver who takes complete ownership of patient inquiries, manages heavy call volumes with ease, and provides an compassionate, outstanding experience for individuals seeking mental health and TMS therapy services.

• Role
  
  Title:
  
  Bilingual Front Desk & Insurance Verifications/Auths Specialist
• Status:
  Full-Time (40 Hours / Week)
• Schedule:
  
  Monday – Friday, 9:00 AM – 6:00 PM EST (US Eastern Standard Time)
• Language Requirement:
  Fully Bilingual (Fluent English & Spanish - Non-Negotiable)
• Practice Specialty:
  Psychiatry, Mental Health & TMS Therapy

• High-Volume Front Office Communication:
  Handle high-volume inbound and outbound patient calls (50–150 calls per day) using Weave, delivering exceptional customer care, answering treatment inquiries, and scheduling appointments.
• Patient Scheduling & Intake Management:
  Manage provider calendars, guide prospective mental health and TMS therapy patients through the intake process, and assist with general administrative requests.
• Insurance Verifications & Authorizations (Support):
  Provide occasional, targeted support with verifying insurance eligibility, checking benefit coverage, and navigating payer portals as needed.

• Inbound & Outbound Phone Operations:
  Serve as the primary voice of the practice using Weave, answering patient calls, conducting follow-up outreach, and managing appointment confirmations, cancellations, and reschedules in English and Spanish.
• Patient Inquiry & Care Coordination:
  Warmly address non-clinical questions regarding psychiatry, TMS therapy, and mental health services, guiding patients smoothly into the practice's care pipeline.
• Administrative Front Desk Support:
  Maintain accurate patient records, organize digital intake workflows, update patient charts, and manage daily calendar tasks using Google Workspace tools and Go High Level .
• Insurance & Auth Support:
  Perform secondary insurance eligibility checks, verify coverage details on payer platforms, and assist with prior authorization documentation when necessary.
• Proactive Problem-Solving:
  Identify administrative bottlenecks, manage high call density with composure, and maintain high patient satisfaction across every interaction.

• Bilingual Fluency:
  Fluent, natural spoken and written English and Spanish.
• U.S. Practice
  
  Experience:
  
  Minimum 2+ years of direct experience supporting a U.S.
  
  -based medical practice in a front-office, administrative, or patient-coordination capacity.
• Engaging Phone Demeanor: A bubbly, upbeat, warm, and highly confident phone presence—capable of building instant rapport without sounding scripted, timid, or robotic.
• Phone & Scheduling Proficiency:
  Proven background handling inbound/outbound calls, patient scheduling, and customer service.
• Lead & Growth Mindset:
  Comfort making outbound calls to prospective patients, addressing barriers to care, and guiding leads toward booking appointments.
• Problem-Solving Ability:
  Proven track record of working independently, following through on tasks without constant direction, and bringing solutions to operational challenges.
• HIPAA Compliance & Setup:
  Strong understanding of…