How a Mental Health Virtual Assistant Connects with Clients Over the Phone

Someone recently asked me “What do you do?” This is always an interesting question.

And for someone who overthinks things on a regular basis, this is a complex question indeed. Naturally, the immediate response is “I’m a virtual assistant,” but what does that mean? 

And most people smile politely and move on because they were either trying to figure out if I was employed or not, or they were simply making small talk. However, for those who are actually curious, let me explain.

As a virtual assistant for mental health providers, I am not simply a receptionist. I’m not just an administrative assistant. My job goes beyond data entry and document uploading. 

One of my clients said it best when he explained to me that many tasks can be trained and learned, such as document uploading and keeping the chart in order, but there are elements to an intake call that can’t be trained. The ability to connect with someone who is in distress and help them to feel heard and get them scheduled with the right therapist—that’s a skill that not just anyone can do.

My job as a mental health virtual assistant

When he said that, it really resonated with me. Not only am I a scheduler, but I’m also a connector. I’m a listener. I’m a “carer” – if that’s a word! 

Yes, I do all the tasks of a receptionist, data entry, administrative assistant, and scheduler, but without compassion, I would fail to make a difference.

I might get people scheduled, but I wouldn’t get people ready. My job as a mental health virtual assistant is to make people feel a little less nervous about the scheduling process, as they’re taking a big step to reach out for help in the first place.

Then it’s to listen, connect the dots, and get them where they need to go to receive help for the next step on their journey.

So how do I do this? Having a phone script helps. I will admit that I don’t always stay “by the book,” but there are some key elements that are needed with each call.

Initially, I asked how they heard about us. As a general rule, the practice owners for mental health private practices like to collect data on this so that they know how to better target their marketing efforts. This simple question can help with this. Next, I ask about insurance (if the office accepts insurance). If we don’t accept insurance, I explain that as well (and out-of-network benefits). 

Finding a way to listen and care

The next part is the delicate part. I have to ask them to share enough about what is driving them to seek therapy so that I can get them matched with the right therapist but not too much so as to have a therapy session right then and there! 

I don’t need or want to know all the details, but I have to find a way to listen, care, but graciously keep the conversation moving so as to prevent them from sharing too much with me. I will ask something like, “Could you give me the big picture of what you’re wanting to accomplish with therapy?”

After this, I should have enough information that I need to match them with the right therapist. At this point, I just obtain “the details” such as name, date of birth, phone number, email address, home address, insurance (if required), credit card info (if needed).

I then explain the “next steps” such as “Your therapist will be reaching out to you to confirm your appointment and answer any additional questions.” I let them know if an email will be coming and what paperwork they will have to complete before their appointment. I make sure they understand if it’s an online or in-person session and what directions are required for either. 

I end our call by asking if they have any additional questions for me. I reiterate the time and date of their appointment, and I thank them again for calling.

The power of feeling heard

Beyond the obvious goal of scheduling, my goal is to make the person feel HEARD.

In this fast-paced world with so many distractions, my job is to make the caller feel like for these few minutes, they are the most important person in my day, and that I have all the time in the world for them. 

Yes—some days that goes better than others—but when it does, connection happens. I have had several comments just this week expressing thanks for the extra effort of listening just in the scheduling process.

So, in answer to the question of what I do: I’m a mental health virtual assistant. That’s what I do.