Patient Operations Coordinator

Rivia Mind • Miami, FL

2d • $40,000 - $50,000 • Remote

About The Position

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 support from the collaborative team, this individual will assist new patients interested in Rivia Mind's services.

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)
• 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.

Nice To Haves

• 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

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, 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.

Benefits

• Health & Wellness: 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
• Time Off & Flexibility: 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
• Financial Wellness: Competitive Pay 401(k) Retirement Plan and employer match Employee Referral Program Commuter Transit and Parking Voluntary Benefit
• Professional Development: Professional Development Stipend after 1st Work Anniversary Paid Professional Development Days after 1st Work Anniversary Learning & Development Resources
• Additional Benefits: Short-Term & Long-Term Disability Group Life/AD&D Insurance Employee Assistance Program (EAP) Voluntary Benefits Quarterly Wellness Activities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED