Patient Operations Coordinator

This is a fully remote position, open to applicants in Connecticut, +8 more states.

📋 Description

• Uphold a customer service-focused attitude and demeanor to guarantee positive experiences for patients and effectively represent Rivia Mind.

• Respond to patient inquiries via phone calls, texts, and emails in line with departmental standards, ensuring professionalism and timely replies.

• Act as the initial point of contact for potential patients, offering a warm and informative introduction to Rivia Mind services, thereby fostering a positive first impression that enhances patient engagement and trust.

• Exhibit professionalism and patience while managing challenging or emotionally charged interactions with patients.

• Uphold patient confidentiality and adhere to HIPAA regulations in all forms of communication and documentation.

• Approach patient interactions with cultural awareness and an inclusive perspective, honoring diverse backgrounds and experiences.

• Verify benefits and update patient records with current coinsurance, copay, out-of-pocket, and deductible information.

• Participate in departmental initiatives such as managing the provider waitlist, processing external referrals, and executing bi-annual insurance verifications.

• Schedule new intake appointments and guide patients through the next steps for their appointments.

• Serve as a liaison between patients and providers to ensure adequate support and favorable outcomes.

• Assist with additional departmental duties that enhance existing patient relationships and support their mental health journeys.

• Contribute to growth insights and partnership visibility by ensuring accurate intake and processing of external referral data.

• Respond promptly and professionally to priority referrals, demonstrating empathy and a dedication to providing a seamless and supportive patient experience.

• Maintain current knowledge of the insurance plans accepted by the practice and utilize reliable resources for precise benefit and credentialing information.

• Support practice workflow as necessary by scheduling patients and helping them complete all required documentation prior to intake.

• Facilitate cross-team collaboration for improved patient care.

• Address patient concerns with empathy and clarity, effectively communicating the value of Rivia Mind’s services.

• Engage in team meetings and contribute to a collaborative, growth-oriented workplace.

• Foster a friendly work culture that promotes a fun, collaborative, and co-learning environment, benefiting individuals' well-being, self-improvement, and potential.

⛳️ Requirements

• Required Education Level: High School Diploma or equivalent.

• 2+ years of experience in customer service.

• A minimum of 2 years of office administration/receptionist experience is necessary (filing, phone management, reports, office upkeep).

• One year of experience in a medical office/healthcare operations setting is preferred (referrals, intake processes, medical record transfers, and preauthorization).

• Proficiency in communicating and adhering to messaging scripts across various channels (i.e., text, email, phone).

• Familiarity with insurance verification processes and an understanding of benefit coverage is preferred.

• Demonstrates adaptability to various processes as needed.

• Experience in a team-oriented environment with the ability to adjust to shifting priorities.

• Knowledge of mental health professional licenses (MD, NP, SW).

• Strong attention to detail combined with exceptional organizational skills.

• Understanding of HIPAA compliance.

• Proficient in utilizing a wide range of technology platforms and systems (Google Suite required, familiarity with company-wide platforms/software like Monday.com and EHR/EMR platforms when applicable, CRMs - Salesforce).

• Intermediate computer skills and technical aptitude are required.

• A well-organized and efficient approach to tasks and projects.

🏝️ Benefits

• Medical Coverage - HDHP, PPO, or PPO Buy-Up.

• Options for Health Savings Account, Flexible Spending Account, and Dependent Care Account.

• Dental & Vision Insurance.

• Whole-Body Wellness Offerings for those 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 with employer match.

• Employee Referral Program.

• Commuter Transit and Parking Voluntary Benefit.

• Professional Development Stipend after the 1st Work Anniversary.

• Paid Professional Development Days after the 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.