Client Operations Manager
Remote | Full-Time Contract | Pacific Time Hours
About Us
We are a U.S.-based psychotherapy and coaching practice. We provide mental health therapy and ADHD and life coaching to clients across California. This is a clinical operations role inside a healthcare practice. You will work with client health information and are expected to handle it professionally and confidentially.
The Role
We are hiring one person to run client operations from start to finish. You own the full client journey, from first contact to active client. You capture and qualify leads, book consults, onboard new clients, run insurance and billing, and keep every client scheduled and supported.
This is the operational backbone of the practice. No lead falls through the cracks, sessions happen reliably, and insurance and admin never turn into chaos.
What You Will Do
Client Intake
- Gather intake information.
- Verify insurance, and handle eligibility, prior authorizations, and denied claims.
- Match clients to providers.
- Follow up on incomplete inquiries.
Client Support
CRM / Engage 360
Administrative Operations
Training / Documentation
- Update SOPs when processes change.
- Document questions and issues.
Software We Use
- CRM: GoHighLevel (also called Engage 360)
- Google Workspace: Gmail, Drive, Calendar, Sheets, Chat
- Microsoft Excel (advanced)
- Additional tools introduced as needed.
Minimum Requirements (you must already have these)
These are not willing-to-learn. You walk in already knowing them.
- Advanced Microsoft Excel, you must be able to demonstrate it. Comfortable in Word.
- CRM proficiency: you have run a CRM day to day (GoHighLevel a strong plus), including automations, calendar, calls, and spotting when something breaks.
- EHR experience: hands-on work inside an electronic health record system. We use TheraNest; TheraNest or a similar EHR is required.
- You can SHOW your work: you must demonstrate real hands-on experience in BOTH an EHR and a CRM, by screen-share, screenshots, or walkthrough. Claiming it is not enough.
- Insurance and billing experience: verification, eligibility, prior authorizations, and working denied claims.
- Speed-to-lead discipline: you respond fast and follow up until a lead books or is closed.
- Must understand how to manage a complex calendar: recurring sessions, frequent reschedules, multiple providers, time-zone and daylight-savings changes, five-week months, and holiday weeks, with no double-bookings.
- Task-system follow-through: you live in a task tool and finish what you start, every day.
- Fluent, clear English, written and spoken, comfortable on client calls.
- Reliable internet and power, available 8 AM to 5 PM Pacific Time, full-time.
Preferred (a plus, not required)
- Background in a therapy practice, medical office, or clinical scheduling.
- Direct GoHighLevel experience.
- Experience enrolling a practice in new insurance panels (paneling and credentialing).
- Experience reducing no-shows and managing recurring scheduling at scale.
Boundaries
- You run the 15-minute qualifying consult and route the lead. Rooz runs the longer consults that involve clinical or program-fit conversations.
- You do not make clinical decisions. Those go to Mahsa.
How We Measure Success
- Speed-to-lead response time.
- Booking rate and show rate.
- Onboarding completion rate.
- Scheduling reliability, no dropped sessions.
- Insurance and billing accuracy.
- Pipeline and record hygiene.
- Client satisfaction and low complaint volume.
- Fewer operational escalations to Rooz.
Hours and Pay
- Full-time contract, 160 hours per month, 8 AM to 5 PM Pacific Time.
- $20 per hour or less, depending on experience.
How to Apply
Send your resume and a short video, 4 to 8 minutes, answering these:
- Walk us through how you onboard a brand-new client from closed or won to fully active and scheduled. Include what happens in the first 24 hours.
- How do you keep recurring sessions from getting dropped, and how do you handle reschedules?
- Describe your hands-on experience with insurance: verification, eligibility, prior auths, and denied claims.
- Which CRM and EHR systems have you used, and how do you keep records accurate so nothing slips?
- Show us your work: share your screen or screenshots walking through a real EHR you have used and a real CRM you have used. We want to see you operate inside both, not just hear about it.
Pay: $18.00 - $20.00 per hour
People with a criminal record are encouraged to apply
Application Question(s):
- Available 8 AM–5 PM Pacific Time, Monday–Friday?
Do you have hands-on experience working inside a CRM (GoHighLevel, HubSpot, Salesforce, etc.)?
Do you have hands-on experience working inside an EHR or medical records system (TheraNest, SimplePractice, etc.)?
Do you have experience with insurance verification, eligibility, or prior authorizations?
Do you have experience scheduling recurring appointments and handling reschedules without double-booking?
Have you worked leads or a sales pipeline, following up until the lead books or closes?
How many years have you worked in a remote role for a US-based company?
Rate your written and spoken English, 1 to 5 (5 = fully fluent).
Are you comfortable being on the phone with clients in English?
Describe a time you followed up on a task until it was fully done, not just started.
Tell us about a tool or system you taught yourself to use well.
Work Location: Remote
