Patient Intake Coordinator - Hybrid

Who We Are

Rivia Mind is a tele-behavioral Mental Health and Well-being Practice based in NYC, with services across New York, New Jersey, Connecticut and Florida. We are an interdisciplinary group of psychiatry and psychology providers, supportive operational staff and contributors who focus on delivering accessible, reliable, and quality evidence-based holistic treatment. We primarily see adult patients and deliver diverse services, including psychopharmacology, psychotherapy, and specialty offerings. We have a dynamic team to address people's needs beyond just medication management. Our employees operate in a collegial atmosphere with collaborative team dynamics and mutual self-improvement opportunities. Here, we foster a culture of respect, diversity, and inclusion for all. Our employees are actively engaged by a culture that reinforces our beliefs and is guided by our mission, vision and values. To learn more about our Practice, please check our website at www.riviamind.com.

What makes Rivia Mind unique:

• We practice continuous learning, collaboration, and excellence in all that we do across dynamic teams
• We support our communities by providing access to comprehensive, quality and reliable mental health services
• We are inspired by our community with a commitment to making a positive impact
  
  

Job Summary

We are searching for a quality-driven Patient Intake Coordinator who will provide exceptional customer service. The Patient Intake Coordinator 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.

We are hiring for a hybrid role, to work 9am to 5pm EST, Monday - Friday, with on-site days every Friday.

Our office is located one block from the charming Bryant Park, and 2 blocks from Grand Central Station.

Job Responsibilities & Qualifications

Responsibilities

• Maintain a customer service mindset and demeanor to ensure positive patient experiences and representation of Rivia Mind.
• Answer patient phone calls and email inquiries in accordance with department expectations - ensuring professionalism and timely responses.
• Conducts initial financial screenings, verify benefits, and record insurance and other financial information.
• Schedules new intakes and informs the team of how to let patients know their next steps.
• Liaise between patients and providers as needed to provide ample support and pleasant outcomes.
• Handle ad-hoc requests in a timely manner with accurate results.
• Obtain referrals as needed.
• Ensures if pre-authorization is needed, it is resolved in partnership with the right departments.
• Leverage knowledge of insurances and mental health billing to provide appropriate coordination (i.e. inform the Revenue Cycle Team to make sure team members are up to date on new insurances.)
• Maintain up-to-date knowledge of insurances the company takes and appropriate processes to verify eligibility.
• Updates wait list of new patients and maintain up-to-date information on other function related recording documents.
• Supports practice workflow as needed by scheduling patients and completing all needed documentation before Intake.
• Supports any assigned requests that are routed from the Patient Operations Email.
• Be able to communicate with the appropriate team on what needs to be shared.
• Be able to overcome customer objections and effectively promote Rivia services.
• Work in-office at least once a week and when needed to ensure appropriate coverage.
• Organize the day in the office by assisting department leadership in completing tasks (such as but not limited to: department emails, mailing or shipping marketing material, listing supplies needed, being available for provider and patient needs, helping to keep the office organized and clean, conference and room preparation and upkeep, event support).
• Conduct routine and as needed up-keep of the office to maintain adherence to the guidelines of a pleasant and patient centered office environment.
• Assist with function related processes and reports (such as but not limited to: patient transfers, discrepancy resolution, prior authorizations, medical record management and paperwork requests, etc.).
• Promote a friendly work culture that encourages a fun, collaborative, and co-learning environment that benefits individuals well-being, self improvement and potential.
• Perform other related role and team function duties as assigned by department and group leaders.
  
  

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)
• Knowledge of insurance verification processes and explanation of benefit coverage
• Ability to adapt and support different processes depending on the inquiry
• Experience working in a team environment with a variety of changing priorities
• Knowledge of mental health professional licenses (MD, NP, SW).
• High attention to detail with exceptional organizational skills
• Able to manage stress well and be resilient
• 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).
• Intermediate computer skills and technical aptitude required.
• Job Description Responsibilities and Qualifications are subject to change based on the needs of the Business
  
  

Benefits

We offer a comprehensive benefits package that includes:

Medical & Financial

• Medical, Dental, and Vision Insurance benefits are eligible on the 1st of the following month from your start date
• Optional enrollment in a HSA, FSA, or/and DCA per applicable plan
• Employer-paid Life and Accidental Death and Dismemberment (AD&D) Insurance, Short Term and Long Term Disability Insurance
• Competitive Pay
• 401(k) plan with immediate employer match and vesting
• Employee Referral Bonus Program
  

Paid Time Off & Leave

• Annual paid week off between Christmas and New Year's Day while the practice is closed
• Company Observed Holidays
• Generous Annual Paid Time Off (PTO) that is pro-rated for the remainder of the year based on start date (Tenure schedule for PTO increase too!)
• Family Medical Leave (FLMA), Parental Leave, and Military Leave
• Paid Bereavement Leave (up to 5 days) and Paid Pet Bereavement / Medical Care Leave (up to 2 days)
  
  

Development & Engagement

• Annually allotted Paid Professional Development Days after one year of employment
• Professional Development Allowance after one year of employment
• Free Development Courses through our Learning Management System (Relias)
• Virtual and In-Person Social Events, Activities, and Community Support
  
  

Compensation & Employment Details

Pay Range: $40,000 - $48,000

Pay Type: Salary

Department: Patient Operations

Supervisor: Patient Operations Supervisor

Supervisees: None

Employment Status: Full Time (40 hours a week)

Minimum Hours: 40

Exemption Status: Non-Exempt W-2

Work Environment: Hybrid

Compensation Determination:

Rivia Mind is committed to equal and transparent pay. Please note that the salary range information is a general guideline and combines various labor markets within the US. The range displayed on each job posting reflects the minimum and maximum range of potential pay for this role. It is uncommon for an individual to be hired at or near the top of the range for their role.

Our compensation salary ranges or pay rates are determined by various factors.

• Job Qualifications, Job Responsibilities, Job Employment Level, Skills
• When applicable, Location, Work Environment, Licensure & Certifications, Specialty Experience, Education & Training, etc.
  
  

Your recruiter can share more about the specific salary range for this role during the hiring process.

Please note that the compensation details listed in the United States role postings reflect the base salary only, and do not include possible bonus or benefits if applicable to the role.

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, religion, sex, gender identity or expression, pregnancy, age, national origin, weight, height, disability, marital status, veteran status, sexual orientation, genetic information, 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.