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Medical Office administration Rockville, MD /Alexandria, VA

MIMI JIMENEZ

Medical Office administration

Full Time • Rockville, MD /Alexandria, VA
Benefits:
  • 401(k) matching
  • Bonus based on performance
  • Dental insurance
  • Health insurance
  • Paid time off

Cervello-Wellness is seeking a compassionate and highly organized Medical Office Administrator to manage the daily operations of our outpatient mental health clinic. This role is central to ensuring a seamless experience for patients, supporting providers, and maintaining compliance with healthcare and mental health regulations. The ideal candidate demonstrates professionalism, empathy, and efficiency while fostering a supportive and welcoming environment for clients and staff.

Key Responsibilities

Patient Support & Front Desk

  • Greet clients in a warm, respectful, and professional manner to create a safe, welcoming environment.

  • Schedule intake assessments, therapy sessions, medication management, and follow-up appointments.

  • Collect intake forms, consent documentation, and ensure patient records are up to date in the EHR.

  • Handle sensitive patient information with discretion and in accordance with HIPAA.

  • Assist patients with insurance verification, billing questions, and payment collection.

Administrative & Office Management

  • Manage daily office operations, ensuring smooth workflow for providers and clinical staff.

  • Answer and route phone calls, emails, and portal messages in a timely and professional manner.

  • Maintain medical and office supply inventory, ordering as needed.

  • Track provider schedules, cancellations, and waitlists to maximize clinical availability.

  • Support compliance with accreditation standards and healthcare regulations.

Billing & Insurance Coordination

  • Verify insurance coverage, obtain prior authorizations, and manage referrals.

  • Process and reconcile billing, claims submission, and follow-up on denied claims.

  • Work closely with the billing team to ensure accuracy and timely reimbursement.

Clinical Team Support

  • Provide scheduling and administrative support to therapists, psychiatric nurse practitioners, and other providers.

  • Coordinate communication between patients and providers while maintaining confidentiality.

  • Assist with documentation management, ensuring compliance with mental health regulations.

Qualifications

  • High school diploma or equivalent required; Associate’s or Bachelor’s degree in healthcare administration, psychology, or related field preferred.

  • Minimum 3 years of experience in a medical or mental health office setting.

  • Knowledge of behavioral health terminology, EHR systems, and insurance processes.

  • Strong organizational, multitasking, and problem-solving skills.

  • Excellent interpersonal and communication skills, with the ability to engage sensitively with individuals in distress.

  • Familiarity with HIPAA, mental health privacy laws, and healthcare compliance regulations.

Patient access and scheduling

  • Appointment scheduling mastery (new patient intakes, follow-ups, recurring therapy, psychiatry med checks, group sessions)

  • Calendar coordination across multiple clinicians and locations (in-person + telehealth)

  • Managing cancellations/no-shows professionally (waitlists, rescheduling, reminder workflows)

  • Basic triage routing (knowing what goes to clinician vs billing vs clinical supervisor)

Communication and customer service

  • Warm, professional phone skills (high call volume, emotional callers, anxious or frustrated patients)

  • Clear written communication (portal messages, email, letters, referral follow-ups)

  • Conflict management and calm demeanor

  • Strong boundaries (supportive, but not providing clinical advice)

Documentation and data accuracy

  • Accurate data entry (demographics, insurance, consents, ROI forms)

  • Attention to detail with names, DOBs, plan IDs, authorization #s, provider NPIs, etc.

  • Document handling (scanning/uploading, indexing correctly in the chart)

Technology proficiency

  • Comfort with EHR/EMR systems and practice management tools (scheduling, messaging, document storage)

  • Microsoft Office / Google Workspace (spreadsheets, templates, forms)

  • Phone systems and secure messaging/patient portals

  • Telehealth platform support (helping patients connect, troubleshooting basics)

Insurance verification and basic billing support

  • Eligibility verification (coverage dates, copays/coinsurance, deductibles, payer requirements)

  • Understanding referrals and prior authorizations (at least the workflow, even if a biller handles final submission)

  • Collecting copays / balances and explaining payment policies clearly and tactfully

Professionalism and reliability

  • Confidentiality and discretion

  • Time management and punctuality (front desk roles are interruption-heavy)

  • Teamwork with clinicians, billers, and supervisors


High-level privacy and consent awareness

Behavioral health records are often more sensitive than general medical records, so practices typically require:

  • Strong understanding of HIPAA privacy practices (minimum necessary, verification before releasing info)

  • Comfort with Release of Information (ROI) workflows (what can/can’t be shared, documenting consent)

  • Extra caution with voicemails/texts/emails (what you can say without revealing protected info)

Trauma-informed, stigma-free communication

  • Ability to communicate nonjudgmentally and respectfully with patients experiencing:

    • anxiety, depression, PTSD, psychosis symptoms, substance use, or crisis situations

  • Using person-first language and avoiding assumptions

  • De-escalation basics (stay calm, slow down, validate feelings, know when to involve a supervisor/clinician)

Crisis routing and safety protocol adherence (non-clinical)

Admin staff in behavioral health often need to:

  • Recognize “red flag” statements (e.g., threats of self-harm/violence)

  • Follow a practice crisis protocol: who to notify, what to document, and what NOT to do

  • Know when to direct someone to emergency resources per clinic policy
    (This is about routing and procedure—not counseling.)

Intake and readiness workflows

Behavioral health intake is often more involved:

  • Collecting screening/intake forms, history packets, consents, financial agreements

  • Coordinating referrals (PCPs, schools, EAPs, courts, hospitals) and obtaining required paperwork

  • Explaining treatment onboarding steps clearly (portal setup, policies, what to expect)

Managing clinician schedules that are “session-based”

  • Understanding that therapy is typically standing weekly slots

  • Handling late arrivals and session boundaries 

  • Coordinating group therapy rosters and attendance tracking (if applicable)

  • Emotional steadiness (you may interact with distressed patients daily)

  • Empathy with boundaries (kind, but firm about policies)

  • Cultural humility and awareness of diverse identities and experiences

  • Discretion in shared spaces (lobby conversations, verifying identity quietly)

  • Resilience and adaptability (frequent schedule changes, urgent calls)

  • Experience with behavioral health billing concepts (even at a basic level):

    • psychotherapy vs med management visit types, authorizations, claim follow-up workflows

  • Familiarity with therapy-focused practice systems (not required everywhere)

  • Bilingual communication skills

  • Knowledge of community resources (referral lists, crisis lines—again per clinic protocol)

  • Proficient in medical scheduling, multi-provider calendar management, and high-volume phone support

  • Strong patient service skills with calm, professional communication in sensitive situations

  • Accurate data entry and document management within an EHR/EMR system

  • Working knowledge of insurance eligibility verification, copays, and authorization workflows

  • Demonstrated commitment to confidentiality, privacy, and professional discretion

  • Ability to follow behavioral health safety/crisis-routing protocols and escalate appropriately

  • Comfortable supporting telehealth appointments and basic troubleshooting

  • Strong organization, time management, and ability to prioritize in a fast-paced environment

Compensation: $25.00 - $28.00 per hour




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