Patient Operations Coordinator 

Rivia Mind is a tele-behavioral Mental Health and Well-being Practice based in NYC, with services across New York, New Jersey, Connecticut and Florida. We are an interdisciplinary group of psychiatry and psychology providers, supportive operational staff and contributors who focus on delivering accessible, reliable, and quality evidence-based holistic treatment. We primarily see adult patients and deliver diverse services, including psychopharmacology, psychotherapy, and specialty offerings. We have a dynamic team to address people’s needs beyond just medication management. Our employees operate in a collegial atmosphere with collaborative team dynamics and mutual self-improvement opportunities. Here, we foster a culture of respect, diversity, and inclusion for all. Our employees are actively engaged by a culture that reinforces our beliefs and is guided by our mission, vision and values. 

What makes Rivia Mind unique:

  • We practice continuous learning, collaboration, and excellence in all that we do
  • We support a holistic philosophy of care that considers various factors through our delivery of evidence-based treatment
  • We embrace accessible and reliable quality Mental Healthcare practices
  • We are inspired by our community with a commitment to making a positive impact

Job Summary

The Patient Operations Coordinator role will support both new and current patients of Rivia Mind with the flexibility to accommodate the needs of the business as patient fluctuations occur. This individual is a quality-driven and versatile person who will provide exceptional customer service and thoughtful support to their team. This role will exhibit the importance of Patient Satisfaction at the forefront of every interaction and perform with the ambition to support Rivia Mind’s mission to grow in the communities we serve. 

Depending on the location of the candidate, the role can be remote or hybrid. 

Work Schedule: Monday through Thursday – 12pm-8pm EST, and Saturdays 9-5 EST

Job Responsibilities & Qualifications

Responsibility Composition

This role acts as the main contact for Rivia Mind patients – explaining our services with excitement and clarity, acquiring insurance information, scheduling patient evaluations, conducting mindful patient/provider matchmaking, handle referrals, assist with cancellations / rescheduling follow-ups, etc. Be flexible to fluctuate responsibilities between new and current patients based on business needs. 

Responsibilities

  • Maintain a customer service mindset and demeanor to ensure positive patient experiences and representation of Rivia Mind
  • Answer patient phone calls and email inquiries in accordance with department expectations – ensuring professionalism and timely responses.
  • Conducts initial financial screenings, verify benefits, and record insurance and other financial information.
  • Schedules new intakes and informs the team of how to let patients know their next steps.
  • Liaise between patients and providers as needed to provide ample support and pleasant outcomes.
  • Handle ad-hoc requests in a timely manner with accurate results.
  • Obtain referrals as needed.
  • Ensures if pre-authorization is needed, it is resolved in partnership with the right departments.
  • Leverage knowledge of insurances and mental health billing to provide appropriate coordination (i.e. inform the Revenue Cycle Team to make sure team members are up to date on new insurances.)
  • Maintain up-to-date knowledge of insurances the company takes and appropriate processes to verify eligibility.
  • Be able to communicate with the appropriate team on what needs to be shared.
  • Updates wait list of new patients and maintain up-to-date information on other function related recording documents.
  • Supports practice workflow as needed by scheduling patients and completing all needed documentation before Intake.
  • Supports any assigned requests that are routed from the Patient Operations Email.
  • Be able to overcome customer objections and effectively promote Rivia services.
  • Provide follow-up phone calls to clients missing appointments, and make attempts to re-engage for services.
  • If Hybrid: Work in-office at least once a week and when needed to ensure appropriate coverage.
  • If Hybrid: Organize the day in the office by assisting department leadership in completing tasks (such as but not limited to: department emails, scanning mail, depositing checks, mailing or shipping marketing material, listing supplies needed, being available for provider and patient needs, helping to keep the office organized and clean, conference and room preparation and upkeep, event support)
  • Assist with function related processes and reports (such as but not limited to: patient transfers, discrepancy resolution, prior authorizations, medical record management and paperwork requests, etc.)
  • Perform routine and ad-hoc data research, analysis, and reporting
  • Conduct routine and as needed up-keep of the office to maintain adherence to the guidelines of a pleasant and patient centered office environment
  • Promote a friendly work culture that encourages a fun, collaborative, and co-learning environment that benefits individuals well-being, self improvement and potential
  • Perform other related role and team function duties as assigned by department and group leaders

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)
  • Knowledge of insurance verification processes and explanation of benefit coverage
  • Ability to adapt and support different processes depending on the inquiry
  • Experience working in a team environment with a variety of changing priorities
  • Knowledge of mental health professional licenses (MD, NP, SW).
  • High attention to detail with exceptional organizational skills
  • Able to manage stress well and be resilient
  • Project management and coordination 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)
  • Intermediate computer skills and technical aptitude required

*Job Description Responsibilities and Qualifications are subject to change based on the needs of the Business

Benefits

We offer a comprehensive benefits package that includes:

  • Competitive Pay
  • Medical, Dental, and Vision Insurance benefits eligible by the 1st of the following month from hire
  • Optional HSA, FSA, and DCA per applicable plan
  • Employer-paid Life and Accidental Death and Dismemberment (AD&D) Insurance
  • 401(k) plan with immediate employer match and vesting
  • Generous Paid Time Off (PTO) that allows rollover of unused time
  • 9 Company Observed Holidays
  • Annual week off while the practice is closed between Christmas and New Years Day
  • Disability Insurance (Short and Long Term)
  • Professional Development Allowance
  • Free Courses from our Learning Management System (Relias)
  • Virtual and In-Person Social Events and Activities
  • Employee Referral Bonus Program

Compensation & Employment Details

Pay Range: $35,000 – $52,000 annually

Pay Type: Salary

Department: Patient Operations

Supervisor: Patient Operations Manager

Supervisees: None

Employment Status: Full Time (40 hours a week)

Minimum Hours: 40

Exemption Status: Non-Exempt W-2

Work Environment: Remote or Hybrid

Compensation Determination:

Rivia Mind is committed to equal and transparent pay. Please note that the salary range information is a general guideline and combines various labor markets within the US. The range displayed on each job posting reflects the minimum and maximum range of potential pay for this role. It is uncommon for an individual to be hired at or near the top of the range for their role. 

Our compensation salary ranges or pay rates are determined by various factors.
– Job Qualifications, Job Responsibilities, Job Employment Level, Skills
– When applicable, Location, Work Environment, Licensure & Certifications, Specialty Experience, Education & Training, etc.

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