Practice Associate
Reports to: Senior Lead Enrollment Specialist
Team: Enrollment & Access
Location: Remote
Status: Full-time, non-exempt
About FamilyWell
FamilyWell Health delivers behavioral health care to women across the reproductive lifecycle. We operate a Collaborative Care Model in partnership with OB/GYN and primary care practices and enterprise health clients, making mental health support available where patients already receive care.
About the Role
As a Practice Associate, you provide the administrative backbone that keeps the enterprise referral pipeline moving. You support the Enrollment Specialist by keeping records synced across EHR systems, catching and resolving no-shows and late cancels before they become lost patients, processing related charges, and serving as the first voice patients and partners hear when they call FamilyWell.
It is a detail-heavy, high-volume role: part data entry and EHR administration, part patient outreach, part billing support, part reception. You are the reason patients don't fall through the cracks between appointments.
What You'll Do
Keep records in sync across EHRs
- Create appointments and paste clinical and administrative notes between EHR systems (e.g., Healthie and the partner's EHR) so both records stay current
- Document changes accurately and promptly following each appointment, cancellation, or reschedule
Monitor and resolve no-shows and late cancellations
- Run reports to identify no-shows and late cancellations across the caseload
- Text and call patients to reschedule missed or cancelled appointments
- Notify the referring provider when a patient is lost to follow-up
- Process charges for no-show and late-cancel appointments per policy
Support scheduling and coordination
- Text patients directly to schedule and confirm appointments
- Support handoffs after the intake and between therapy, psychiatry, and collaborative care as patient needs change
- Work directly with providers to resolve scheduling conflicts and follow-up gaps
- Communicate relevant patient status back to the referring clinician, including after no-shows, cancellations, or changes in care plan
- Follow the escalation pathway for clinical concerns promptly and through the right channel
Serve as the front door to FamilyWell
- Answer the FamilyWell phone line as receptionist, routing calls and taking messages appropriately
- Represent FamilyWell professionally and warmly with every patient and partner interaction
What You Bring
Required
- 1+ years in an administrative, scheduling, medical front-office, or customer service role
- Comfort working across multiple EHR or software systems simultaneously
- Strong attention to detail, particularly with data entry and charge processing
- Clear, warm phone and text communication with patients
- Strong customer service skills
- Ability to manage a high volume of tasks and follow-ups without dropping details
Preferred
- Experience with Healthie, EcW or a comparable EHR
- Experience with medical billing or charge posting
- Experience answering calls and customer service
- Behavioral health or healthcare administrative experience
Systems
- Healthie, Spruce, and partner EHR systems, and internal Registry tools — training provided
How We'll Measure Success
Measures reviewed monthly:
- No-show and late-cancel outreach within 1 business day
- Rebooking rate on missed appointments
- Charge processing accuracy and timeliness for no-shows and late cancels
- EHR documentation accuracy and timeliness across systems
- Phone line responsiveness and call handling quality
Why This Role Matters
Patients get lost between appointments, not between referrals. This role catches the gaps — the missed visit, the note that didn't make it to the other system, the call that goes unanswered — so that no patient falls out of care because of an administrative step that didn't happen.
FamilyWell Health is an equal opportunity employer. We welcome applicants of all backgrounds and are committed to building a team that reflects the patients we serve.
