Remote Administrative Assistant-Behavioural Health

CDL Human Resource

Remote Administrative Assistant-Behavioural Health

• Job Type Full Time, Remote
• Qualification BA/BSc/HND
• Experience 3 - 5 years
• Location Nairobi
• Job Field Administration / Facilities

Role Overview

• We are seeking a highly organized and detail-oriented Remote Administrative Assistant to provide administrative support to a U.S.-based behavioral health practice. The role involves managing patient records, scheduling, payment processing, insurance follow-up, pharmacy prior authorizations, GeneSight orders, and other healthcare administrative functions.
• The successful candidate must demonstrate strong communication skills, professionalism, confidentiality, accuracy, and the ability to work independently in a remote environment.

Key Responsibilities

• Patient Records & Administrative Support

• Accurately enter, update, organize, and maintain patient demographic, insurance, billing, and administrative information in the EHR/EMR.

• Review records for completeness and correct or follow up on missing information.

• Maintain organized electronic documentation and ensure information is assigned to the correct patient.

• Escalate matters requiring clinical judgment to the appropriate professional.

• Pharmacy Prior Authorizations

• Prepare and submit pharmacy prior authorization requests.

• Gather required patient, medication, clinical, and insurance information.

• Track submissions, follow up with pharmacies and insurers, and maintain accurate records.

• Communicate approvals, denials, and outstanding requirements to the appropriate team members.

• GeneSight Orders

• Process GeneSight orders in accordance with established procedures.

• Verify patient, insurance, provider, and administrative information before submission.

• Track orders, follow up on outstanding requirements, and document progress.

• Escalate matters requiring clinical or medical judgment.

• Revenue Cycle & Billing Support

• Assist with insurance verification, billing follow-up, payment processing, and other RCM activities.

• Track outstanding billing and insurance matters and follow up as required.

• Communicate with insurers regarding routine eligibility, claims, and administrative queries.

• Maintain accurate billing and payment records and escalate complex issues appropriately.

• Assessment Scheduling

• Schedule, reschedule, and confirm psychological and behavioral-health assessment appointments.

• Coordinate appointments with patients, psychologists, clinicians, and administrative staff.

• Ensure required administrative, insurance, referral, and demographic information is available.

• Provide approved appointment instructions and follow up on outstanding scheduling matters.

• Patient & External Communication

• Communicate professionally and compassionately with patients by telephone and approved electronic channels.

• Respond to routine administrative enquiries and obtain or clarify required information.

• Communicate with pharmacies, insurance companies, healthcare institutions, and other external organizations.

• Document calls and communications accurately and route clinical matters to licensed professionals.

• Maintain professionalism when handling sensitive or challenging situations.

• Team & General Administrative Support

• Support therapists, psychologists, psychiatric providers, and administrative staff with day-to-day administrative tasks.

• Respond promptly to internal requests and communicate outstanding issues or delays.

• Follow assigned tasks through to completion.

• Use Google Workspace for communication, documentation, scheduling, meetings, and information management.

• Privacy & HIPAA Compliance

• Maintain strict confidentiality of patient, clinical, insurance, billing, and financial information.

• Comply with HIPAA, privacy, cybersecurity, and data-security requirements.

• Use only approved systems for accessing, storing, and communicating protected health information.

• Maintain a secure and private workspace and immediately report suspected privacy or security incidents.

• Required Qualifications & Experience

• Bachelor's degree in Health Information Management, Healthcare Administration, Public Health, Health Services Management, Health Informatics, Business Administration with a healthcare focus, or a related field.

• 3–5+ years' administrative experience in a healthcare environment.

• Experience supporting healthcare professionals, clinics, hospitals, behavioral-health organizations, insurance organizations, or similar settings.

• Previous experience using an EHR/EMR system.

• Knowledge of healthcare administration, patient-information workflows, confidentiality, and HIPAA requirements.

• Strong computer, data-entry, organizational, and prioritization skills.

• Excellent written and spoken English with clear and professional telephone communication.

• Strong interpersonal and customer-service skills.

• Ability to work independently, meet deadlines, and manage multiple administrative responsibilities.

• Strong proficiency in Google Workspace.

• Reliable high-speed internet and a professional, private workspace.

• Preferred Experience

• Experience in behavioral health, mental health, psychiatry, psychology, therapy, or counselling.

• Experience with pharmacy prior authorizations and appeals.

• GeneSight or similar diagnostic/laboratory order processing.

• Healthcare billing or Revenue Cycle Management.

• Psychological or behavioral-health assessment scheduling.

• Insurance verification and communication with insurers.

• Healthcare payment processing.

• Experience supporting a U.S.-based healthcare organization.

• Familiarity with U.S. healthcare terminology and administrative processes.

• Key Skills & Attributes

The ideal candidate is:

• Highly organized and detail-oriented

• Accurate and dependable

• Professional, patient, and compassionate

• Discreet and trustworthy

• Technologically proficient and adaptable

• Confident in verbal and telephone communication

• Able to work independently and follow established procedures

• Strong in follow-up and task completion

• Able to identify matters requiring escalation

• Software & Systems

Experience with or ability to quickly learn:

• EHR/EMR systems

• Google Workspace: Gmail, Calendar, Drive, Docs, Sheets, Meet, Chat, and Google Voice

• Pharmacy prior authorization portals

• GeneSight ordering systems

• Healthcare billing/RCM systems

• Insurance portals

• Practice-management and scheduling systems

• Secure healthcare communication and payment-processing systems

• The candidate does not need experience with every platform but must demonstrate strong technical ability and the capacity to learn new systems quickly.

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