Bilingual Case Manager, Spanish Speaking
Pair Team
Patient Operations Coordinator
RIVIA Mind
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $45,000 - $50,000 per year
Job Level
JuniorMid-Level
About the role
- Provide patient intake and support via phone, email, and text; scheduling and coordination of patient/provider matching and insurance verification
- Manage ad hoc projects across the Patient Operations team such as missing intakes, waitlist management, and bi-annual insurance verification
- Cross-department collaboration for patient support, backup support, and knowledge sharing
- Maintain a customer service mindset and demeanor to ensure positive patient experiences
- Answer patient phone calls, texts, and email inquiries according to department standards
- Serve as the first point of contact for prospective patients and provide informative introductions to Rivia Mind services
- Demonstrate professionalism and patience during challenging or emotionally sensitive interactions
- Conduct verification of benefits and update patient charts with coinsurance, copay, out-of-pocket, and deductible information
- Schedule new intakes, inform patients of next steps, and act as a liaison between patients and providers
- Contribute to department initiatives including processing external referrals and ensuring accurate intake of referral information
- Respond promptly and professionally to priority referrals with empathy and commitment to a seamless patient experience
- Maintain patient confidentiality and comply with HIPAA regulations
- Support practice workflow by completing documentation before intake and assisting with office coverage
- Be available in-office at least once weekly to support provider and patient needs and help maintain a welcoming office environment
- Participate in team meetings and contribute to a collaborative, growth-oriented work culture
Requirements
- Required Education Level: High School Diploma or equivalent
- 2+ years of customer service experience
- Minimum of 2 years of office administration/receptionist experience (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 (text, email, phone)
- Knowledge of insurance verification processes and explanation of benefit coverage preferred
- HIPAA Compliance Knowledge
- Knowledge of mental health professional licenses (MD, NP, SW)
- Proficient with Google Suite; experience with Monday.com and EHR/EMR platforms when applicable
- Intermediate computer skills and technical aptitude required
- High attention to detail with exceptional organizational skills
- Experience working in a team environment with ability to adapt to changing priorities
- Demonstrates flexibility in adapting to various processes as needed
- Ability to maintain patient confidentiality and comply with HIPAA
- Authorized to work in the United States; employer unable to sponsor work visas
- Employment contingent upon successful completion of a background check
- Must be present in-office at least once weekly (Fridays on-site) and able to commute to 274 Madison Ave, New York, NY
- Work schedule Monday through Friday, 10 AM - 6 PM EST
