CDL was founded in early 2003 by its current Managing Director Lucy Mmari.Within her 14 year tenure in a well established logistics company, She honed her skill in human resources management and thereafter started CDL.

Remote Administrative Assistant-Behavioural Health

Job Type

Full Time , Remote

Qualification

BA/BSc/HND

Experience

3 - 5 years

Location

Nairobi

Job Field

Administration / Facilities , Medical / Healthcare

Position Summary

The Behavioral Health Administrative Assistant will support the day-to-day administrative operations of a busy behavioral health practice.

This is a hands-on remote administrative role involving electronic health records, patient information, data entry, payment processing, pharmacy prior authorizations, insurance-related follow-up, telephone and electronic communication, and general administrative support.

The successful candidate will regularly interact with:

• Patients.
• Therapists.
• Psychologists.
• Psychiatric providers.
• Pharmacies.
• Insurance companies.
• Healthcare institutions.
• Internal administrative team members.

Because of this regular communication, the person must have excellent written and verbal English communication skills, clear and easily understandable spoken English,professionalism on the telephone, patience, and strong customer-service skills.

The ideal candidate has 3–5+ years of administrative experience in a healthcare environment, understands the sensitivity of protected health information, is comfortable using electronic health record systems, and can work independently while following established clinical and administrative procedures.

Key Responsibilities

Administrative & Data Entry Support

• Enter and update patient, demographic, billing, insurance, clinical-administrative, and other required information accurately within the electronic health record.
• Maintain complete, accurate, and organized electronic patient records.
• Review information carefully for missing, incomplete, inconsistent, or potentially incorrect details.
• Follow up appropriately when additional administrative information is required.
• Complete routine data-entry and administrative tasks accurately and efficiently.
• Maintain organized electronic documentation and filing systems.
• Ensure information is entered into the appropriate system and patient record.
• Follow established workflows when updating or modifying healthcare information.
• Escalate questions requiring clinical or professional judgment to the appropriate clinician.

Electronic Health Record Support

• Work confidently within the practice's Electronic Health Record (EHR) / Electronic Medical Record (EMR) environment.
• Enter, update, organize, and retrieve patient administrative information.
• Maintain accurate patient demographic and insurance information.
• Upload and organize relevant administrative documentation.
• Review records for completeness.
• Ensure documents and information are associated with the correct patient.
• Follow practice standards for EHR documentation and information handling.
• Protect patient information at all times.

Prior experience with an EHR or EMR system is required. Experience with behavioral-health-specific systems is an advantage.

Pharmacy Prior Authorizations

• Submit pharmacy prior authorization requests on behalf of psychiatric providers.
• Retrieve required clinical, medication, insurance, and patient information from the electronic health record.
• Complete electronic and written prior authorization submissions accurately.
• Verify that required documentation is included before submission.
• Monitor the status of outstanding prior authorizations.
• Follow up with pharmacies and insurance companies as required.
• Communicate approvals, denials, requests for additional information, and outstanding requirements to the appropriate provider or administrative team member.
• Maintain accurate records of prior authorization activity.
• Support appeals-related administrative documentation when requested by the clinical team.
• Follow open requests through completion rather than allowing them to remain unresolved.

Insurance & Healthcare Organization Communication

• Communicate professionally with health insurance companies, pharmacies, healthcare institutions, and other external organizations.
• Contact insurance companies when information, authorization status, eligibility details, or administrative clarification is required.
• Document relevant information received during telephone calls or electronic communication.
• Route information promptly to the correct internal team member.
• Follow up on unresolved administrative matters.
• Maintain professionalism even when dealing with complicated, delayed, or repetitive requests.
• Never provide clinical advice or make decisions requiring licensed professional judgment.

• Enter and update patient, demographic, billing, insurance, clinical-administrative, and other required information accurately within the electronic health record.
• Maintain complete, accurate, and organized electronic patient records.
• Review information carefully for missing, incomplete, inconsistent, or potentially incorrect details.
• Follow up appropriately when additional administrative information is required.
• Complete routine data-entry and administrative tasks accurately and efficiently.
• Maintain organized electronic documentation and filing systems.
• Ensure information is entered into the appropriate system and patient record.
• Follow established workflows when updating or modifying healthcare information.
• Escalate questions requiring clinical or professional judgment to the appropriate clinician.
• Work confidently within the practice's Electronic Health Record (EHR) / Electronic Medical Record (EMR) environment.
• Enter, update, organize, and retrieve patient administrative information.
• Maintain accurate patient demographic and insurance information.
• Upload and organize relevant administrative documentation.
• Review records for completeness.
• Ensure documents and information are associated with the correct patient.
• Follow practice standards for EHR documentation and information handling.
• Protect patient information at all times.
• Submit pharmacy prior authorization requests on behalf of psychiatric providers.
• Retrieve required clinical, medication, insurance, and patient information from the electronic health record.
• Complete electronic and written prior authorization submissions accurately.
• Verify that required documentation is included before submission.
• Monitor the status of outstanding prior authorizations.
• Follow up with pharmacies and insurance companies as required.
• Communicate approvals, denials, requests for additional information, and outstanding requirements to the appropriate provider or administrative team member.
• Maintain accurate records of prior authorization activity.
• Support appeals-related administrative documentation when requested by the clinical team.
• Follow open requests through completion rather than allowing them to remain unresolved.
• Communicate professionally with health insurance companies, pharmacies, healthcare institutions, and other external organizations.
• Contact insurance companies when information, authorization status, eligibility details, or administrative clarification is required.
• Document relevant information received during telephone calls or electronic communication.
• Route information promptly to the correct internal team member.
• Follow up on unresolved administrative matters.
• Maintain professionalism even when dealing with complicated, delayed, or repetitive requests.
• Never provide clinical advice or make decisions requiring licensed professional judgment.

• Excellent written and verbal English communication skills
• Clear and easily understandable spoken English
• Professionalism on the telephone
• Patience
• Strong customer-service skills
• Comfortable using electronic health record systems
• Ability to work independently while following established clinical and administrative procedures
• Prior experience with an EHR or EMR system

• BA/BSc/HND
• 3–5+ years of administrative experience in a healthcare environment
• Understanding of the sensitivity of protected health information
• Prior experience with an EHR or EMR system
• Experience with behavioral-health-specific systems is an advantage