Service Agent, Patient Care Coordinator

Service Agent, Patient Care Coordinator

As a Patient Care Coordinator, you will serve as a key point of contact for our clinicians, providing high-quality support across administrative, customer service, and workflow navigation needs. You will manage and prioritize a high volume of inquiries, resolving requests independently when appropriate and partnering with cross-functional teams to ensure timely and effective resolution.

You will leverage multiple communication channels including phone, chat, email, and SMS, to execute objectives, facilitate timely resolution, and provide a seamless support experience for our clinicians.

Success in this role requires a strong commitment to operational excellence, service quality, and stakeholder experience. You will be expected to consistently deliver a high standard of service that strengthens the clinician experience, supports patient care, and reflects Talkiatry’s commitment to excellence.

You will:

• Answer incoming inquiries from patients, answer questions, and schedule appointments
• Make outbound phone calls to patients, pharmacies, and insurance companies
• Create and triage tickets in ServiceNow
• Ensure that providers are scheduled for best use of time
• Schedule appointments as needed in eClinicalWorks
• Support clinicians via Microsoft Teams Chat to:
  • Schedule patient follow-up appointments
  • Reach out to patients who are late to tele visits
  • Send referral information to patients
  • Send discharge letters
• Monitor and complete tickets in ServiceNow to:
  • Inform patients of insurance benefits
  • Respond to patient inquiries
  • Add copies of insurance cards/IDs to patient documents
  • Troubleshoot minor technological issues or escalate them to our helpdesk

Desired Competencies

• Strong written and verbal communication skills
• Excellent customer service skills
• Ability to multitask while maintaining accuracy
• Enjoy working in team-based environment

You have:

• Experience providing phone, email and chat-based customer service
• Experience answering phones and multitasking in a fast-paced environment
• Experience scheduling appointments
• Medical Reception experience and experience using an Electronic Health Record (EHR) is a plus, but not required
• Microsoft Office (M365), plus if you have worked with Microsoft Teams

Why Talkiatry:

• Top-notch team: we're a diverse, experienced group motivated to make a difference in mental health care
• Collaborative environment: be part of building something from the ground up at a fast-paced startup
• Excellent benefits: medical, dental, vision, effective day 1 of employment, 401K with match, generous PTO plus paid holidays, paid parental leave, and more!
• Grow your career with us: hone your skills and build new ones with our Learning team as Talkiatry expands
• It all comes back to care: we’re a mental health company, and we put our team’s well-being first

Talkiatry participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. only after a job offer is accepted and Form I-9 is completed. For more information on E-Verify, please visit the following: EVerify Participation & IER Right to Work.

At Talkiatry, we are an equal opportunity employer committed to a diverse, inclusive, and equitable workplace and candidate experience. We strive to create an environment where everyone has a sense of belonging and purpose, and where we learn from the unique experiences of those around us. 

We encourage all qualified candidates to apply regardless of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender, gender identity or expression, pregnancy or caregiver status, veteran status, or any other legally protected status.