Patient Operations Coordinator (Mental Health Insurance Verification / Scheduler)- Remote

At Rivia Mind we are passionate about providing support to our community of patients and our valued employees. Our collaborative environment supports each member in reaching their full potential, contributing to shared success and growth. Strive for Excellence We aim to achieve the highest standards in every aspect of our work, ensuring top-tier outcomes for our patients and community. Build Long Lasting Relationships We are inspired by our Rivia Community, our patients, colleagues, and partners whose dedication fuels our commitment to making a positive impact. We uphold the value of continuous learning as a driving force for enhancing our business and our patient experience. Celebrate Our Differences We celebrate our community members' unique backgrounds and perspectives, understanding that diversity enhances our collective strength. Why Work at Rivia Mind? • Be part of a community that makes a positive impact • Interact across a diverse and inclusive workplace environment • Become part of an uplifting environment with an authentic recognition culture Patient Operations Coordinator (Mental Health Insurance Verification / Scheduler) - Remote Remote Get to Know Rivia Mind At Rivia Mind, we believe great mental health care begins with a human connection. Where We Are: We are a psychiatrist-owned mental health practice rooted in New York City, serving individuals across New York, New Jersey, Connecticut, Florida, and Massachusetts through both virtual and hybrid appointments. How We Support: With a 360° view of each individual, we provide compassionate, science-based care that honors the full complexity of a person's biology, psychology, and life circumstances. We go beyond symptom management with an interdisciplinary care model grounded in collaboration, personalization, and delivered with warmth, respect, and clinical integrity. We bring a high-touch, human-centered approach to every aspect of care, from clinical treatment to operational coordination. Thrive Together: Our shared North Star unites us to provide the best patient experience. 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, discuss service offerings with a supportive approach, coordinate proper patient/provider matching, assist in scheduling patient evaluations, and ensure 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. Application Window: September 30th, 2025 Anticipated Start Date: Early October 2025 Number of Openings: 1 Job Responsibilities & Qualifications 50% - Patient Intake and Support: Phone, email, text, scheduling, and coordination of patient/provider matching and insurance verification, including from referral and directory sources 30% - Ad hoc projects and additional responsibilities across the Patient Operations team, such as missing intakes, waitlist management, bi-annual insurance verification, etc. 15% - Cross-department collaboration for patient support, backup support, and knowledge sharing 5% - Participation in ongoing training to stay aligned with internal systems, workflows, and evolving operational practices Responsibilities • 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, respecting diverse backgrounds and experiences. • 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, 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. • Support practice workflow 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. • Participate in team meetings and contribute to a collaborative, growth-oriented work culture. 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 messaging scripts across channels (text, email, phone) • Knowledge of insurance verification processes and benefit explanations preferred • Demonstrates flexibility in adapting to various processes • Experience in a team environment with changing priorities • Knowledge of mental health professional licenses (MD, NP, SW) • High attention to detail with strong organizational skills • HIPAA Compliance Knowledge • Proficient with Google Suite and other systems (Monday.com, EHR/EMR, CRMs) • Intermediate computer skills and technical aptitude • Well-organized and efficient Comprehensive Benefits • Medical Coverage - HDHP, PPO or PPO Buy-Up • Health Savings Account, Flexible Spending Account, and Dependent Care Account Options • Wellness offerings Other Benefits • Time Off & Flexibility: Front-Loaded PTO, Holidays, Leave options • 401(k) with employer match • Employee Referral Program • Disability, Life/AD&D, EAP, Voluntary Benefits • Quarterly Wellness Activities Pay Range: $45,000 - $50,000 Department: Patient Operations Supervisor: Patient Operations Manager Schedule: Monday through Friday, 10 AM - 6 PM EST Location Eligibility: Primary residence must be in approved states; see job posting for full list. Equal Opportunity Employer: Rivia Mind is an Equal Employment Opportunity Employer. We provide equal opportunities without regard to protected characteristics and are committed to inclusion and accommodations as required by law. Apply for this job #J-18808-Ljbffr Salary: USD 45000 - 50000 per year