Patient Operations Coordinator

Role Overview

• 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 aiding them in completing all necessary 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 Mind’s services.
• 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 that benefits individuals' well-being, self-improvement, and potential.

Requirements

• Required Education Level: High School Diploma or equivalent
• 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)
• Close 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 Monday.com 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

• Medical Coverage
• HDHP, PPO or PPO Buy-Up
• Health Savings Account, Flexible Spending Account, and Dependent Care Account Options
• Dental & Vision Insurance
• Whole-Body Wellness Offerings if Enrolled in one of our three Aetna Medical Plans
• Front-Loaded Paid Time Off (PTO)
• Observed Holidays & Annual Office Closure
• Medical & Parental Leave (in accordance with State and Federal Laws)
• Bereavement Leave / Pet Bereavement Leave
• Competitive Pay
• 401(k) Retirement Plan and employer match
• Employee Referral Program
• Commuter Transit and Parking Voluntary Benefit
• Professional Development Stipend after 1st Work Anniversary
• Paid Professional Development Days after 1st Work Anniversary
• Learning & Development Resources
• Short-Term & Long-Term Disability
• Group Life/AD&D Insurance
• Employee Assistance Program (EAP)
• Voluntary Benefits
• Quarterly Wellness Activities