Job Description
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 Whole-Person Lens , 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: May 14th, 2026 Anticipated Start Date: June, 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 a