Practice Associate

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.