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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 Mind’s 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 Mind's services.

Hybrid: 4 Days Remote, On-site on Fridays

Schedule: 10 am - 6 pm, Monday - Friday

Office Location: 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 Mind’s 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 Monday.com and EHR/EMR platforms when applicable).
• 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 life—personal, 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

We’re 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

Location Eligibility

At this time, we are only able to consider applicants whose primary residence is in one of the following states:
Connecticut, Florida, Georgia, Kansas, Kentucky, Maryland, Massachusetts, Michigan, New Jersey, New York, Ohio, Pennsylvania, South Carolina, or Texas.

Because this is not a solely on-site role, your primary residence must remain in one of these approved states. Please note that residing outside of these states—even temporarily—may result in employment eligibility issues, tax implications, or other regulatory concerns. If your location changes or you're based elsewhere, we encourage you to stay connected for future openings. We appreciate your interest.

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.
Your recruiter can share more about the specific salary range for this role during the hiring process. Please note that the compensation details listed in the United States role postings reflect the base salary only, and do not include possible bonus or benefits if applicable to the role. 

Equal Opportunity Employer

Rivia Mind is an Equal Employment Opportunity Employer. It is the policy of Rivia Mind to provide equal employment opportunities without regard to race, color, ancestry, religion, sex, gender identity or expression, pregnancy, age, ethnic or national origin, immigration or citizenship status, hair, weight, height, disability, marital status, veteran status, sexual orientation, genetic information/GINA, political affiliation or acticivity, or any other protected characteristic under applicable law. It is also the policy of Rivia Mind that qualified individuals with disabilities receive equal opportunity regarding job application procedures, hiring, and all aspects of the employment process. Rivia Mind is committed to the full inclusion of all qualified individuals. Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of Rivia Mind to provide reasonable accommodations when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. If reasonable accommodation is needed to participate in the job application or interview process, pre-employment testing, to otherwise participate in the selection process, to perform the essential job functions, and/or to receive other benefits and privileges of employment, please contact us directly. 
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

This policy is in accordance with applicable federal, state, and local laws, including Title VII of the Civil Rights Act, the Americans with Disabilities Act, the Age Discrimination in Employment Act, and the Genetic Information Nondiscrimination Act.

Employment is contingent upon successful completion of a background check.

Applicants must be authorized to work in the United States. We are unable to sponsor work visas at this time.

If you need assistance or accommodation due to a disability during the application process, please contact our Talent Acquisition team at [email protected].