Patient Operations Coordinator - Remote

Rivia Mind • Full-time • Remote (Albany, NY, US) • 2d ago

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. Click Here to learn more about our services.

Thrive Together: 🌟 Our shared North Star unites us to provide the best patient experience.

At Rivia Mind, we cultivate a collegial culture rooted in:

A foundation of shared values and reciprocal support
A mindset of curiosity, learning, and growth
A spirit of warmth, openness, and authentic connection

Together, we turn challenges into opportunities, and every team member helps shape the future of care at Rivia Mind.

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

Application Window: March 15th, 2026

Anticipated Start Date: End of April - Early May, 2026

# 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, new process validation, and change management, 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, ensuring consistent and efficient job performance.

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.

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)
Close 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, CRMs - Salesforce)
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.

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

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

Pay Range: $40,000 - $50,000

Pay Type: Salary

Department: Patient Operations

Supervisor: Patient Operations Manager

Supervisees: None

Exemption Status: Non-Exempt W-2

Work Environment: Remote

Work Schedule:

Monday through Friday, 8 AM - 4 PM EST

Compensation Determination: The pay range listed reflects the minimum and maximum base salary for this role, determined through an internal compensation assessment that considers similar labor markets to our practice across the United States. Actual compensation is influenced by compensable factors such as location, role responsibilities, required skills, relevant experience, qualifications, role level, and applicable credentials. It is uncommon for an individual to be hired at or near the top of the posted range. In addition to base salary, total compensation may include bonuses, commissions, or other incentives depending on the role.

Location Eligibility: At this time, we are only able to consider applicants whose primary residence is in one of the following states within the United States of America: Connecticut, Florida, Massachusetts, New Jersey, New York, North Carolina, Pennsylvania, South Carolina, 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.

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 activity, 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.

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

This 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.

If you need assistance or accommodation due to a disability during the application process, please contact our Talent Acquisition team at talentacquisition@riviamind.com.

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