People Don’t Reach Out Because Everything Is Fine.
They reach out because something isn’t.
They’re looking for answers.
Relief.
Direction.
A provider they can trust.
Sometimes they’re seeking a second opinion.
Sometimes they want to better understand a diagnosis.
Sometimes they’re exploring alternatives, including medication-free treatment options.
Sometimes they’re calling for someone they love because they don’t know where else to turn.
Those conversations deserve more than exceptional customer service.
They deserve someone who can combine urgency with empathy.
Confidence with humility.
Operational excellence with genuine human connection.
At My Psychiatrist, we believe the patient experience begins long before the first appointment.
It begins with the first person who answers.
We’re looking for professionals who understand that every conversation carries responsibility—and every conversation has the potential to change a life.
The Why Behind the Role
Access to mental healthcare isn’t created by chance.
It’s created through responsiveness.
Consistency.
Professionalism.
And people who understand that every unanswered inquiry represents someone still waiting for help.
As a Patient Access Specialist, you’ll become one of the first and most important connections between patients and the care they need.
You’ll guide individuals from curiosity to confidence.
From uncertainty to action.
From inquiry to appointment.
Your work directly influences:
- Patient access
- Provider utilization
- Continuity of care
- Referral partner confidence
- Patient satisfaction
- Organizational growth
This isn’t a traditional scheduling position.
It’s patient acquisition, consultative communication, care coordination, and operational excellence working together to ensure more people receive the behavioral healthcare they deserve.
The Role
Based within our Hollywood Headquarters Contact Center, you’ll serve as a trusted guide for prospective patients seeking psychiatric care, therapy, psychological testing, TMS, SPRAVATO®, and other integrated behavioral health services.
You’ll manage high-volume inbound inquiries while maintaining a disciplined outbound cadence of calls and text messages to patients who have expressed interest but haven’t yet scheduled care.
Speed matters.
New patient inquiries should never sit unanswered.
You’ll often make your first outreach within five minutes of a new lead entering the system, building trust through thoughtful conversation, consultative guidance, and timely follow-through.
You’ll collaborate closely with:
- Marketing
- Business Development
- Contact Center Leadership
- Clinical Operations
- Practice Operations
- Revenue Cycle
- Psychiatrists
- Psychiatric Nurse Practitioners
- Therapists
- TMS Specialists
You’ll operate at the intersection of:
- Patient Access
- Lead Conversion
- Care Coordination
- Patient Experience
- Provider Matching
- Operational Excellence
Every conversation is an opportunity to help someone receive life-changing care.
What You’ll Own
Patient Intake & Lead Conversion
- Respond rapidly to new patient inquiries through phone, text, and digital communication channels
- Execute a disciplined daily cadence of outbound calls and text messages to prospective patients
- Contact new inquiries within established service standards, often within five minutes of receipt
- Convert qualified opportunities into scheduled appointments through consultative, patient-centered conversations
- Re-engage inactive leads through consistent, thoughtful follow-up
- Educate patients on available services, provider specialties, insurance participation, treatment options, and appointment expectations
Concierge-Level Patient Experience
- Build trust quickly with patients who may feel anxious, overwhelmed, or uncertain
- Listen carefully to understand each individual’s clinical needs and goals
- Match patients with the psychiatrist, psychiatric nurse practitioner, psychologist, therapist, TMS provider, or specialty service best suited to their needs
- Guide patients through barriers with empathy, education, and professionalism—not pressure
- Create an experience that feels personalized, organized, and reassuring from the very first interaction
Care Coordination & Provider Matching
- Verify insurance participation and scheduling requirements
- Collect complete demographic and intake information
- Coordinate appointments across multiple providers, specialties, and Florida locations
- Ensure referral documentation and required information are complete before appointments
- Prepare patients for successful first visits by setting clear expectations and answering questions
Operational Excellence
- Maintain accurate documentation within CRM, Electronic Health Records, and communication platforms
- Track lead status, communication history, referral sources, and scheduling outcomes
- Maintain organized lead pipelines and workflow accountability
- Protect patient privacy and maintain HIPAA compliance
- Ensure every patient handoff is complete, accurate, and timely
Requirements
We’re looking for professionals who naturally combine urgency with empathy and accountability with compassion.
Required
- High School Diploma or GED
- Bilingual in English and Spanish (written and verbal fluency)
- Two or more years of experience in one or more of the following:
- Healthcare call center
- Patient intake
- Patient access
- Lead conversion
- Inside sales
- Healthcare scheduling
- Insurance coordination
- Medical office operations
- Experience managing both inbound and outbound communication
- Strong consultative communication and objection-handling abilities
- Experience using CRM platforms and/or Electronic Health Records
- Strong organizational skills with exceptional attention to detail
- Ability to multitask while maintaining professionalism and accuracy
- Comfort working within measurable performance standards
Preferred
- Behavioral health or psychiatry experience
- Experience with physician referrals, hospital discharge referrals, or community referral partners
- Insurance verification experience
- Referral coordination experience
Beyond experience, we’re looking for people who:
- Respond with urgency because they understand timing matters.
- Take ownership instead of waiting for direction.
- Build trust through listening before advising.
- Follow through consistently.
- Welcome coaching and continuous improvement.
- Stay organized under pressure.
- Care as much about patient outcomes as they do about performance metrics.
What Success Looks Like
Success isn’t measured by how many calls you answer.
It’s measured by how many people successfully begin care.
Our highest-performing Patient Access Specialists consistently:
- Respond rapidly to new inquiries
- Maintain same-business-day engagement across their assigned lead pipeline
- Execute disciplined outbound calling and texting activity
- Convert qualified opportunities into scheduled appointments
- Re-engage patients who previously stopped responding
- Match patients with the appropriate provider the first time
- Maintain documentation accuracy exceeding 98%
- Deliver exceptional patient experiences while achieving conversion goals
- Contribute to provider utilization and organizational growth
Performance is measured through meaningful operational outcomes, including:
- Speed-to-Lead
- First Response Time
- Contact Rate
- Outbound Activity
- Lead Conversion Rate
- Appointment Activation
- Follow-Up Compliance
- Scheduling Accuracy
- Documentation Quality
- Quality Assurance
- Patient Satisfaction
- CRM Compliance
Every metric exists for one reason:
Helping more people receive the care they need.
What You’ll Find Here
Purpose-Driven Work
Every conversation has the potential to change someone’s life.
You’ll help patients move from uncertainty to action while directly supporting access to high-quality behavioral healthcare.
Physician-Led Excellence
Work alongside Psychiatrists, Psychiatric Nurse Practitioners, psychologists, therapists, TMS specialists, and operational leaders committed to delivering exceptional patient experiences.
Systems Built for Success
Exceptional professionals deserve exceptional systems.
You’ll benefit from structured onboarding, modern technology, standardized workflows, ongoing coaching, and leadership committed to continuous improvement.
Growth
As My Psychiatrist continues expanding throughout Florida, opportunities continue expanding with it.
Whether your future is in Contact Center Leadership, Patient Access, Business Development, Clinical Operations, or Practice Operations, you’ll be supported by leaders committed to developing exceptional talent.
Benefits
- Competitive compensation
- Performance-based incentives
- Medical, Dental, and Vision Insurance
- 401(k) with employer match
- Paid Time Off
- Paid Holidays
- Structured onboarding
- Ongoing professional development
- A collaborative physician-led culture built on accountability, excellence, and human connection
Why This Role Matters
Every patient who begins treatment starts somewhere.
Often, it starts with a conversation.
Your responsiveness.
Your professionalism.
Your ability to listen.
Your willingness to follow through.
Those moments determine whether someone receives the care they’ve been searching for—or continues waiting.
That responsibility deserves professionals who understand that every conversation matters.
Because every scheduled appointment represents more than a calendar entry.
It represents hope.
Access.
And the beginning of someone’s path toward better mental health.
Why My Psychiatrist
My Psychiatrist is one of Florida’s fastest-growing physician-led mental health organizations.
Our integrated behavioral health platform brings together:
- Psychiatry
- Talk Therapy
- Psychological Testing
- TMS & Neuromodulation
- SPRAVATO®
- Patient Operations
- Clinical Research
Everything we build is designed around one belief:
Exceptional mental healthcare happens when operational excellence and human connection work together.
Our systems support clinicians.
Our processes support patients.
Our culture supports exceptional professionals who take pride in meaningful work.
We’re building mental healthcare that’s scalable, intentional, and built to last.
If you’re looking for a career where your work creates measurable impact, your ideas are valued, and your growth is supported, you’ll find it here.
See Yourself Here?
If you’re looking for more than another contact center position…
If you want to become a trusted guide helping patients take the first step toward life-changing care…
If you believe urgency, professionalism, accountability, and human connection belong together…
See yourself here? Let’s talk. Reach out directly: diana.paul@mypsychiatrist.com
To apply for this job email your details to dianapaul@mypsychiatrist.com
