Virtual Assistant and Receptionist

We are a virtual mental health therapy clinic in Canada. To make everyone's life easy, we have clearly defined step-by-step processes to ensure the highest level of service. We take pride in being an incredibly friendly, organized, and professional organization who treat each other as human beings.

We are looking for a proactive and friendly Virtual Receptionist & Admin Assistant. This role requires excellence in client communication, admin support for our therapists, and the ability to handle multiple other tasks for the clinic (training provided). The ideal candidate will excel at making calls, engaging clients, and managing various duties when not engaged in phone interactions.

Key Responsibilities (Training Provided)

1. Client Communication & Engagement
--- Greet clients via phone, email, or message with professionalism and warmth.
--- Conduct brief assessments to understand client needs, preferences, and insurance details.
--- Match clients with appropriate therapists based on availability, specialty, and client preferences.
--- Confirm and schedule appointments, ensuring all details are accurately recorded in Jane (experience with Jane not required)
--- Make proactive calls and send texts to clients who have submitted quizzes but have not booked appointments.
--- Manage long-term nurture tracks for unresponsive contacts to maintain engagement over time.
--- Handle rescheduling, cancellations, and no-show follow-ups according to clinic protocols.
--- Manage waitlists and offer alternative appointment slots as needed.

2. Administrative Duties
--- Create and update client records in Jane, ensuring all information is accurate and up-to-date.
--- Document interactions, cancellations, and any changes in client status meticulously.
--- Process payments and handle declined charges or chargebacks promptly.
--- Coordinate with insurance providers for claim resolutions and follow-ups.
--- Onboard new therapists
--- Pull reports from Jane
--- Responding to therapists on Slack as they reach out for requests

3. Various tasks:
--- Find emails of people we want to reach out to
--- Draft cold emails to them (pre-written for you)

Qualifications
1. Nice-to-have but not required:
--- Proven experience as a receptionist, virtual assistant, or similar administrative role.
--- Experience in a healthcare or therapy setting is highly desirable.
--- Experience using Jane platform.
--- Know how to use Slack, Google Drive (Docs, Sheets)
--- Have used chatGPT before.

2. Skills (must have):
--- Independent thinker: Ability to not only follow instructions, but also solve problems independently, and know the right questions to ask for help with.
--- Proactive mindset: Takes initiative to engage clients and improve processes.
--- Exceptional communication: Strong verbal and written communication skills with a clear English/neutral accent preferred.
--- Phone proficiency: Comfortable making calls, engaging clients, and closing conversations effectively.
--- Highly organized: Ability to manage multiple tasks simultaneously and prioritize effectively. Keen attention to detail and excellent organizational skills.
--- Empathetic and professional: Maintains a compassionate and professional demeanour when interacting with clients.

*Opportunities for bonuses based on performance and client engagement metrics.
*Even if you don't meet all the criteria. The most important thing is someone smart, friendly, and who can adapt.