Practice Operations Specialist — Front Desk, Patient Access & Revenue Cycle

Mental Health Mastery Group, LLC — U.S. telepsychiatry medical practice

100% home office from Brazil · Full-time · Independent contractor · Payment in USD

Compensation: USD $1,500–$2,000 per month, depending on qualifications and experience.

Hours: Monday–Friday, 9:00 AM – 6:00 PM U.S. Eastern Time (10:00–19:00 Brasília), one hour for lunch.

⚠️ READ THIS FIRST — what this job actually is

This is a front desk role. You will answer 10–20 unscheduled telephone calls a day from U.S. patients, every day, in English and Portuguese. That is the core of the position and it does not change as your responsibilities grow.

It is not a management role, not an analyst role, not a clinical role, and not a back-office or project role. If you are looking for an operations, strategy, audit, or leadership position, this is not it.

If that is clear and it appeals to you, keep reading.

Work directly with a U.S. medical practice, from home, in Brazil.

We are a physician-led American telepsychiatry practice serving patients across five U.S. states. We are hiring one person in Brazil to be our operational front line: the voice our patients hear when they call, and the person who deals directly with U.S. insurance companies, our billing partner, and our clinical team.

This is real responsibility inside an American healthcare business, not outsourced task work. You will learn the U.S. healthcare system from the inside — eligibility, benefits, prior authorizations, credentialing, revenue cycle — knowledge very few professionals in Brazil have.

About us

Mental Health Mastery Group is a physician-led U.S. outpatient telepsychiatry practice serving patients in English, Portuguese, and Spanish. We are small, growing, and run on precision — every patient contact, eligibility check, and claim is visible to the Medical Director.

You will work directly with the Medical Director, alongside our Practice Operations Consultant/Manager, our U.S. billing partner, and our clinical team.

⚙️ Core responsibilities — months 1 to 3

The first three months are dedicated entirely to patient access and revenue cycle. We want this running cleanly before anything is added.

Patient access — the foundation of the role

• Answer inbound patient calls live in English and Portuguese — 95% answer rate, under 3-minute average handle time. Expect 10–20 calls on a busy day.
• Respond to patient WhatsApp and email within 10 minutes during business hours.
• Schedule, confirm, reschedule, and manage cancellations in Tebra; track prescription-request alerts and flag patients who cancel without rebooking.
• Run insurance eligibility and benefits verification before every new patient visit, and stop visits that fail verification.
• Relay administrative and logistical information to patients on the provider's instruction. This role does not give clinical or medical advice — all clinical questions are routed to the treating provider.

Revenue cycle and payer coordination

• Call U.S. insurance payers (BCBS MA, Optum, Medicare, commercial plans) on defined questions and return written answers: representative name, reference number, and portal confirmation.
• Collect patient payments, post them accurately, and maintain the daily payment tracker.
• Coordinate with our billing partner on claim issues, denials, and patient balances.
• Support credentialing, enrollment, and payer-portal maintenance.

Operations and compliance support

• Maintain accurate patient demographics, insurance records, and documentation in Tebra.
• Work within HIPAA-compliant systems (Microsoft 365 / Teams). All records and internal communication are in English.
• Deliver time-sensitive items on agreed deadlines and report status without being asked twice.

🚀 Where this role grows — month 4 onward

Mental Health Mastery Group is more than an outpatient practice. The Medical Director leads a forensic psychiatric expert witness practice, a consulting psychiatry line, and an expanding neuromodulation program covering TMS, ECT, and esketamine. All of it runs through MHMG, and all of it needs administrative execution.

Once patient access is running cleanly, this role takes on that work:

• Coordinating scheduling and correspondence with law firms, consulting clients, and vendors
• Preparing and issuing invoices, tracking payments, and following up on outstanding receivables
• Supporting coordination of the neuromodulation program as it develops
• Keeping program documentation, agreements, and records current and organized

This is the part of the job that makes it a career rather than a desk. You will be inside the business side of a U.S. psychiatric practice as it builds new service lines. The telephone remains the core of the job throughout.

✅ You are the right candidate if

• You live in Brazil
• Your English is at a professional working level (C1/C2) — written and spoken — and you are comfortable being on the phone with U.S. patients all day
• You want a front desk and patient access role, and you are comfortable that this is what the job is
• You have experience in healthcare administration, patient access, medical billing, or a healthcare call center — behavioral health is a strong plus
• You can run administrative tasks end to end — invoicing, vendor follow-up, receivables tracking — without someone checking whether you did it
• You are comfortable with an EHR (Tebra/Kareo preferred), insurance eligibility portals, and a VoIP phone system (RingCentral preferred)
• You understand — or can quickly learn — U.S. insurance benefits, prior authorizations, copays, and deductibles
• You follow through without being reminded, document what happened, and escalate early when something will not be done on time
• You handle confidential information with absolute discretion
• You work well independently in a fully remote environment

Completed higher education is preferred. Candidates without a degree must demonstrate equivalent professional experience and written English at a professional level.

Please read before applying

This role is demanding and specific. Please do not apply if any of the following apply to you:

• ❌ You are not based in Brazil. This is a hard requirement with no exceptions.
• ❌ Your English is not at a professional working level (CEFR C1 or equivalent). You will speak with U.S. patients about appointments, insurance coverage, and account balances every day, and with U.S. insurance representatives on the practice's behalf. You must be understood clearly on the first pass, without the patient asking you to repeat yourself. Conversational or intermediate English is not sufficient. Do not state a level you cannot demonstrate on a live call.
• ❌ You are seeking a management, analyst, consulting, or clinical position. This is a front desk role.
• ❌ The compensation range above does not work for you. Please do not apply and then negotiate above it.
• ❌ You do not have stable high-speed internet and a private, quiet workspace. You will be on calls all day.
• ❌ You are looking for back-office or project-only work. The telephone is the core of this position, and it remains so even as your responsibilities grow.

If none of the above apply to you, we encourage you to apply.

To apply

Send your résumé in English, your desired monthly rate in USD, and a short note (5 sentences maximum) describing one time you fixed a broken process at a medical practice or service operation.

State your spoken English level and how you know it — a certification, time living in an English-speaking country, or daily professional use. Please be specific about where you have actually spoken English at work.

Qualified candidates will complete a live 15-minute telephone screen conducted entirely in English, plus a short scheduling and eligibility scenario exercise.