[Hiring] Patient Operations Coordinator @Rivia Mind

Role Description

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.

• 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.
• 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.
• Conduct verification of benefits and update patient charts with current coinsurance, copay, out-of-pocket, and deductible information.
• Contribute to department initiatives such as managing the provider waitlist 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.
• Respond promptly and professionally to priority referrals.
• Maintain up-to-date knowledge on the insurance plans that the practice accepts.
• Support practice workflow as needed by scheduling patients and aiding them in completing all necessary documentation before Intake.
• Address patient concerns with empathy and clarity.
• Participate in team meetings and contribute to a collaborative, growth-oriented work environment.
• Promote a friendly work culture that encourages a fun, collaborative, and co-learning environment.

Qualifications

• Required Education Level: High School Diploma or equivalent
• 2+ years of customer service experience
• A minimum of 2 years of office administration/receptionist experience
• One year of medical office/healthcare operations experience preferred
• Experience with communicating and adhering to messaging scripts across different channels
• Knowledge of insurance verification processes 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)
• Close attention to detail with exceptional organizational skills
• HIPAA Compliance Knowledge
• Proficient with utilizing a diverse range of technology platforms and systems
• Intermediate computer skills and technical aptitude required.

Requirements

• Pay Range: $40,000 - $50,000
• Pay Type: Salary
• Department: Patient Operations
• Supervisor: Patient Operations Manager
• Supervisees: None
• Exemption Status: Non-Exempt W-2
• Work Environment: Remote
• Work Schedule: Monday through Friday, 9 AM - 5 PM EST

Benefits

• Medical Coverage - HDHP, PPO or PPO Buy-Up
• Health Savings Account, Flexible Spending Account, and Dependent Care Account Options
• Dental & Vision Insurance
• Front-Loaded Paid Time Off (PTO)
• Observed Holidays & Annual Office Closure
• Medical & Parental Leave (in accordance with State and Federal Laws)
• Competitive Pay
• 401(k) Retirement Plan and employer match
• Professional Development Stipend after 1st Work Anniversary
• Short-Term & Long-Term Disability
• Employee Assistance Program (EAP)