Washington Psychological Wellness LLC

Client Care Coordinator | Mental Health Practice
Washington Psychological Wellness Remote within Maryland | Full-Time, Monday–Friday Pay: $18.00–$23.00 per hour
About Washington Psychological Wellness
Washington Psychological Wellness (WPW) is an award-winning, clinician-led mental health practice serving children, adolescents, adults, couples, and families throughout Maryland, Virginia, and Washington, DC. With offices in Rockville, Gaithersburg, and Germantown, we provide psychotherapy, coaching, and medication management in a warm, personalized, boutique-style environment.
We're growing, and we'd love to welcome another wonderful person to our team.
We're looking for a Client Care Coordinator who is warm, organized, dependable, and genuinely enjoys helping people. You'll join a collaborative administrative and clinical team where your work matters and where you'll play an important role in helping individuals and families take that first step toward getting the support they need.
About the Role
Our Client Care Coordinators are often the first person someone connects with when reaching out to WPW, which makes this role an incredibly important part of the client experience.
You'll help make what can sometimes feel like an overwhelming process feel simple, welcoming, and supported. From answering that first phone call to helping someone find the right clinician and get scheduled for their first appointment, you'll be there to guide them along the way.
This is also a fast-paced role, so we're looking for someone who is highly organized, proactive, responsive, and comfortable working independently. The right person takes pride in following through, notices when something needs attention, and genuinely cares about making sure people don't fall through the cracks.
What You'll Do
<ul>
<li>Serve as a warm and professional first point of contact for prospective and current clients by phone, email, text, and online inquiry.</li>
<li>Respond promptly to new inquiries and guide prospective clients through the intake and scheduling process.</li>
<li>Conduct brief consultation calls to answer questions, explain our services, and help clients identify an appropriate clinician.</li>
<li>Match clients with clinicians based on their needs, preferences, insurance, availability, and scheduling needs.</li>
<li>Schedule initial appointments and coordinate next steps with clients and clinicians.</li>
<li>Proactively follow up on outstanding paperwork, insurance information, scheduling needs, and other barriers to beginning care.</li>
<li>Maintain accurate client information, documentation, and intake statuses in SimplePractice and TherapyFlow.</li>
<li>Manage CRM pipelines and ensure prospective clients continue moving through the appropriate stages of the intake process.</li>
<li>Verify insurance benefits and clearly communicate relevant insurance and payment information.</li>
<li>Assist with routine billing and administrative questions and coordinate with our billing team when needed.</li>
<li>Identify incomplete or overlooked tasks, problem-solve routine issues, and appropriately escalate concerns when necessary.</li>
<li>Communicate proactively with clinicians, billing, leadership, and other administrative team members.</li>
<li>Maintain strict client confidentiality and follow HIPAA requirements and practice policies.</li>
</ul>
What We're Looking For
You may be a great fit for our team if you:
<ul>
<li>Are exceptionally organized and detail-oriented.</li>
<li>Are warm, personable, and genuinely enjoy helping others.</li>
<li>Take ownership of your responsibilities and consistently follow through.</li>
<li>Are proactive and notice what needs attention without waiting to be reminded.</li>
<li>Communicate clearly and professionally by phone and in writing.</li>
<li>Are comfortable making and receiving client phone calls throughout the workday.</li>
<li>Can manage multiple priorities while keeping track of the details.</li>
<li>Work well independently and remain responsive throughout the workday.</li>
<li>Communicate proactively when you encounter a problem or need assistance.</li>
<li>Use good judgment and know when something should be escalated.</li>
<li>Are receptive to feedback and interested in continuing to learn and grow.</li>
<li>Are technologically confident and learn new systems quickly.</li>
<li>Remain calm and compassionate when interacting with people who may be anxious, frustrated, or overwhelmed.</li>
</ul>
Success in this role isn't simply about checking tasks off a list. It's about making sure the people who reach out to us feel supported, receive timely follow-up, and continue moving through the intake process without falling through the cracks.
Qualifications Required
<ul>
<li>High school diploma or equivalent.</li>
<li>Excellent written and verbal communication skills.</li>
<li>Strong organizational and time-management skills.</li>
<li>Exceptional attention to detail and accuracy.</li>
<li>Demonstrated reliability and follow-through.</li>
<li>Strong computer and technology skills.</li>
<li>Ability to independently prioritize and manage a full workload.</li>
<li>Ability to maintain confidentiality and appropriately handle sensitive information.</li>
</ul>
Preferred
<ul>
<li>Previous experience in mental health, behavioral health, healthcare, or a wellness setting.</li>
<li>Experience with client/patient intake, scheduling, care coordination, or medical administration.</li>
<li>Experience with SimplePractice or another EHR system.</li>
<li>Experience using a CRM or managing an intake pipeline.</li>
<li>Experience conducting intake or consultation calls.</li>
<li>Experience with insurance eligibility and benefits verification.</li>
<li>Familiarity with behavioral health insurance, billing, and HIPAA requirements.</li>
<li>Associate's, Bachelor's, or Master's degree in psychology, social work, counseling, healthcare administration, communications, business, or a related field.</li>
</ul>
Remote Work Requirements
This is a fully remote position, and candidates must reside in Maryland.
Candidates must have:
<ul>
<li>A reliable computer or laptop and high-speed internet.</li>
<li>A private, quiet workspace appropriate for confidential client communication.</li>
<li>The ability to participate in phone calls and virtual meetings without interruptions.</li>
<li>The ability to maintain HIPAA privacy and security requirements while working remotely.</li>
</ul>
Occasional attendance at in-person meetings, trainings, or team events in Montgomery County may be requested.
Schedule
Full-Time, Monday–Friday 9:00 AM–5:00 PM
Because this is a client-facing role, consistent availability and responsiveness during scheduled working hours are important.
Compensation &amp; Benefits
Pay: $18.00–$23.00 per hour, commensurate with experience Employment Type: Full-time, W-2 employee
Benefits include:
<ul>
<li>Medical, dental, and vision insurance.</li>
<li>Prescription drug coverage.</li>
<li>Retirement plan.</li>
<li>25 days of paid time off annually, inclusive of federal holidays.</li>
<li>Paid sick time.</li>
<li>Paid training and onboarding.</li>
<li>Paid HIPAA certification and compliance training.</li>
<li>Professional development opportunities.</li>
<li>Opportunities for advancement as our practice continues to grow.</li>
</ul>
Training &amp; Growth
You won't be expected to figure everything out on your own. New team members receive comprehensive onboarding and training in WPW's intake processes, client communication standards, HIPAA compliance, SimplePractice, TherapyFlow, and our other administrative systems.
As WPW continues to grow, we want our team members to grow with us. Strong performers may have opportunities to take on additional responsibilities and advance into senior client care, administrative, operations, or leadership roles.
Why You'll Love Working With Us
At WPW, we believe that taking care of our clients starts with taking care of the people who support them.
You'll join an established, growing mental health practice where your role is valued and your work has a meaningful impact. We provide structured training, ongoing support, a full benefits package, generous paid time off, and opportunities to grow as the practice grows.
Although you'll work remotely, you won't work in isolation. You'll be part of a collaborative administrative and clinical team that communicates regularly, helps one another, celebrates our successes, and genuinely cares about the work we do.
Most importantly, the work you do matters. Sometimes returning a phone call, helping someone navigate insurance, or finding the right clinician is what makes it possible for a person or family to finally access the support they've been looking for.
Washington Psychological Wellness is an equal-opportunity employer committed to creating a diverse, equitable, and inclusive workplace. We welcome candidates of all backgrounds, identities, cultures, abilities, and lived experiences.
To Apply
Please submit:
<ul>
<li>Your resume</li>
<li>A brief cover letter telling us why you're interested in joining WPW and what experience would help you succeed in this role.</li>
</ul>
Applications submitted without a cover letter will not be considered.
Qualified candidates may be asked to complete a brief administrative exercise as part of the interview process.
Position Start Date: As soon as possible
Job Type: Full-time
Pay: $18.00 - $23.00 per hour
Benefits:
<ul>
<li>401(k)</li>
<li>Dental insurance</li>
<li>Health insurance</li>
<li>Life insurance</li>
<li>Opportunities for advancement</li>
<li>Paid sick time</li>
<li>Paid time off</li>
<li>Paid training</li>
<li>Prescription drug insurance</li>
<li>Professional development assistance</li>
<li>Retirement plan</li>
<li>Vision insurance</li>
</ul>
Experience:
<ul>
<li>Intake: 2 years (Preferred)</li>
</ul>
Work Location: Remote

Client Care Coordinator (Remote Mental Health Practice)

Client Care Coordinator (Remote Mental Health Practice)

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