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.Working Environment & Core ScheduleRole Title: Bilingual Front Desk & Insurance Verifications/Auths SpecialistStatus: 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 TherapyTop 3 Daily TasksHigh-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.Core ResponsibilitiesInbound & 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 GoHighLevel.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.RequirementsBilingual 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 HIPAA guidelines and a quiet, private, HIPAA-compliant home workspace equipped with a high-speed computer setup and a clear noise-canceling headset.Strongly PreferredLead Conversion & Sales: Background in patient acquisition, medical sales, or lead conversion.Specialty Practice Models: Direct experience in Direct Primary Care (DPC), Concierge Medicine, Medical Spa, Wellness, or Cash-Pay practice environments.Membership Billing: Hands-on experience with recurring membership billing models and membership CRM/lead management platforms.Ideal Candidate ProfileYou are a vibrant, articulate, and resourceful bilingual coordinator who loves connecting with people over the phone. You treat every patient and prospective lead like a VIP, take immense pride in keeping clinic workflows organized, and take full ownership of helping a medical practice grow.