Virtual Practice Operations Associate

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, 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 insurance eligibility, and clinical operations, along with experience in behavioral health or hospital settings. This role supports clinic operations and assists leadership to drive service delivery improvements.

• The hours for this role are Monday to Friday 10:15 AM - 7:15 PM EST. This is a fully remote, virtual role.
• Manage patient access operations including processing appointments, handling inbound calls and voicemails and processing patient inquiries.
• Coordinate patient outreach and engagement by managing multiple tracking systems for inquiries, record requests, scheduling and follow‑up communications.
• Execute daily operational tasks including updating provider schedules and availability, processing overnight messages and managing electronic health record documentation.
• Facilitate communication across stakeholders by monitoring operational channels, relaying critical information to clinical staff, escalating issues as needed and promoting effective dialogue between teams and patients.
• Process financial transactions and insurance verification including co‑pays and fees, routine insurance eligibility checks and explaining billing responsibilities to patients.
• Maintain quality assurance and data integrity by running and auditing operational reports, reviewing patient charts for accuracy and ensuring compliance with data management standards.
• Develop reports and support business continuity by analyzing operational data for leadership and identifying workflow optimization opportunities.

• At least 2 years of operations experience, preferably in a start-up environment, behavioral health clinic or hospital
• Comfort with or ability to quickly learn digital clinic tools (e.g., digital EMR, telehealth platform, digital intake forms, etc.)
• Experience and comfort working directly with customers / patients in a customer experience capacity
• Excellent organizational skills
• Ability to follow outlined operational processes related to patient onboarding (e.g., establishing patient charts, welcoming patients to the clinic, completing insurance checks)
• Ability to quickly understand, respond to, and address challenges as they arise throughout the day in clinic
• Comfort in working with clinical teams, including LCSWs, LMHCs, Care Managers, Psychiatrists, Psych NPs, and Licensed Peers
• A desire to improve mental health care delivery
• Experience with insurance and medical claims processes.
• Experience with credentialing
• An openness to and ability to respond to constructive feedback

• Strong leadership skills and ability to…