Patient Operations Coordinator Hybrid

Job Summary

We are searching for a quality-driven Patient Operations Coordinator who will provide exceptional customer service. This role will act as the first contact for new Rivia Mind patients discussing service offerings with a supportive approach coordinating proper patient/provider matching assisting in scheduling patient evaluations and ensuring insurance eligibility. This role demonstrates excellence in every interaction knowing the importance of the Patient Experience and care towards helping Rivia Minds mission to grow in the communities it serves. With the support of nine other collaborative team members this individual will assist new patients interested in Rivia Minds services.

This role follows a hybrid work model which includes in-person work on designated days. As such commuting to our workplace as needed is an essential part of the role. The role requires a minimum of one day on-site per week and additional days as needed for office coverage.

Our office is located at 274 Madison Ave Rm 1501 New York NY 10016 - within a convenient distance from Bryant Park and Grand Central Terminal.

Job Responsibilities & Qualifications

• Maintain a customer service mindset and demeanor to ensure positive patient experiences and representation of Rivia Mind.
• Answer patient phone calls texts and email inquiries according to department standards ensuring professionalism and prompt responses.
• Serve as the first point of contact for prospective patients providing a welcoming and informative introduction to Rivia Mind services and ensuring a positive initial experience that supports patient engagement and trust.
• Demonstrate professionalism and patience when navigating challenging or emotionally sensitive patient interactions.
• Maintain patient confidentiality and comply with HIPAA regulations in all communications and documentation.
• Approach patient interactions with cultural sensitivity and an inclusive mindset respecting diverse backgrounds and experiences.
• Conducts verification of benefits and updates patient charts with current coinsurance copay out-of-pocket and deductible information.
• Contribute to department initiatives such as managing the provider waitlist processing external referrals and conducting bi-annual insurance verifications.
• Schedule new intakes and inform patients of the next steps for their appointment.
• Act as a liaison between patients and providers to ensure sufficient support and positive results.
• Support additional department responsibilities that nurture existing patient relationships and support their mental health journey.
• Contribute to growth insights and partnership visibility by ensuring accurate intake and processing of external referral information.
• Respond promptly and professionally to priority referrals demonstrating empathy and a commitment to delivering a seamless and supportive patient experience.
• Maintain up-to-date knowledge on the insurance plans that the practice accepts and use reliable resources for accurate benefit and credentialing details.
• Support practice workflow as needed by scheduling patients and completing all needed documentation before Intake.
• Support cross-team collaboration for the benefit of patient care.
• Address patient concerns with empathy and clarity while effectively communicating the value of Rivia Minds services. Be present in the office at least once weekly with additional availability as needed to support team coverage.
• Be available in- office to support provider and patient needs as they arise.
• Help maintain a clean organized and welcoming office environment.
• Participate in team meetings and contribute to a collaborative growth-oriented work culture. Promote a friendly work culture that encourages a fun collaborative and co-learning environment that benefits individuals well-being self-improvement and potential.

Qualifications

Required Education Level: High School Diploma or equivalent

Additional Qualifications Skills & Attributes

• 2 years of customer service experience
• A minimum of 2 years of office administration/receptionist experience is required (filing phone management reports office maintenance)
• One year of medical office/healthcare operations experience preferred (referrals intake process medical record transfers and preauthorization)
• Experience with communicating and adhering to messaging scripts across different channels (i.e. text email phone)
• Knowledge of insurance verification processes and explanation of benefit coverage preferred
• Demonstrates flexibility in adapting to various processes as needed
• Experience working in a team environment with the ability to adapt to changing priorities
• Knowledge of mental health professional licenses (MD NP SW)
• High attention to detail with exceptional organizational skills
• HIPAA Compliance Knowledge
• Proficient with utilizing a diverse range of technology platforms and systems (Google Suite required company wide platforms/software like and EHR/EMR platforms when applicable CRMs - Salesforce)
• Intermediate computer skills and technical aptitude required.
• Well-organized and efficient approach to tasks and projects.

Benefits

Comprehensive Benefits to Support Your Well-being

At Rivia Mind we prioritize the well-being growth and success of our team members. Our robust benefits package is designed to provide support in every facet of your lifepersonal professional and financial.

Learn more here.

• Short-Term & Long-Term Disability
• Group Life/AD&D Insurance
• Employee Assistance Program (EAP)
• Voluntary Benefits
• Quarterly Wellness Activities

Were committed to helping you thrive in our Rivia Community. Join us and experience a workplace that values your health happiness and growth.

Compensation & Employment Details

Work Schedule:

Monday through Friday (Fridays on-site) 10 AM - 6 PM EST