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, certified peer coaching, care management, and around the clock crisis coverage, while working to connect patients to the most appropriate next level of care.

We’re looking for a Virtual Front Desk who will support the day-to-day operations of Willow’s first virtual behavioral health clinic. This individual will be patients’ first face-to-face interaction with Willow interact with when joining our virtual clinic, and will play a vital role in supporting them through their initial assessment and ongoing care with Willow. We are looking for someone who is looking to improve mental healthcare for patients in crisis by providing thoughtful patient-centered support through the care journey - all remotely in our virtual clinic. 

Responsibilities

• Hours for this role are Monday to Friday 10:30AM - 7:30PM EST 
• Welcome all patients to the virtual clinic and set them up with the appropriate consent / intake forms
• Promptly answer any patient questions that arise while in the virtual waiting room
• Manage the clinic patient queue by assigning patients to the appropriate clinicians 
• Manage patient administration within Elation, our EMR, including assigning incoming messages and faxes to the appropriate clinical team member, confirming receipt of all necessary consents, and maintaining a clinic patient list
• Manage all incoming calls to the Willow practice
• Work with external providers and pharmacies as necessary to resolve patient issues 
• Connect with patients to schedule appointments 
• Own and complete daily patient outreach list for patients in need of administrative support (e.g., scheduling appointments, follow-up from overnight calls)
• Compile patient post-visit feedback for distribution to the team 
• Be a cultural carrier who embodies our values (included below)

• 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, welcome 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 
• An openness to and ability to respond to constructive feedback

• Experience in hospitality business working closely with customers 

• Initial conversation with Lauren, co-founder and CEO—she’ll explain more about Willow and the role and get a sense of how your background fits our needs. 
• Interview with Christina, co-founder and CMO—she’ll explain our values and get a sense for whether there’s a mutual culture fit
• Reference check 

• Safety above all else. We operate in a space with life and death repercussions, and every member of our team takes that responsibility seriously. We all look for and call out patient safety concerns.
• Maximize measurable impact. We put our patients first. We are tenacious about doing good, and we have the outcomes to prove it. Our work is guided by measurable hypotheses that we test and re-evaluate. 
• Build inclusively and equitably. We are committed to decreasing the systemic inequalities in healthcare and to building an organization where a diverse group of patients and employees can thrive. We seek to understand and learn from differences rather than minimize them. 
• Stakes determine speed. Where the stakes are low, we optimize for quick learnings and progress. Where the stakes are higher, we are more thoughtful and methodical. Where safety is a concern, we optimize for zero errors. 
• Constellations, not stars. We believe a well functioning team is worth much more than a collection of individuals, and we invest in bringing out the best in each other. We are kind, loyal, and direct.
• Honor commitments; honor yourself. We do our best work when we are fulfilled, our core needs are met, and there is joy along the way. We are clear about what we can and can’t do so that we can honor our commitments and fulfill them excellently. 
• Empowerment and empathy. Wherever possible, we empower others rather than decide for them. When we make decisions that affect others, we seek their perspective and minimize harm done.

Willow is an equal opportunity employer, indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.