Service Agent, Patient Care Coordinator
Talkiatry
Summary
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.
Job description
The successful candidate must be available to work one of the following shifts: 8:00am-4:30pm EST, 9:30am-6:00pm EST, 10:30am-7:00pm EST.
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, and send discharge letters
- Monitor and complete tickets in ServiceNow to inform patients of insurance benefits, respond to patient inquiries, and 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
Requirements
- Experience providing phone, email and chat-based customer service
- Experience answering phones and multitasking in a fast-paced environment
- Experience scheduling appointments
- Strong written and verbal communication skills
- Excellent customer service skills
- Ability to multitask while maintaining accuracy
- Enjoy working in team-based environment
- Microsoft Office (M365)
- Medical Reception experience and experience using an Electronic Health Record (EHR) is a plus, but not required
- Experience with Microsoft Teams is a plus
Benefits
- Medical, Dental & Vision
- 401(k) Matching
- Generous PTO
- Paid Holidays
- Paid Parental Leave
Company overview
Talkiatry is a leading telepsychiatry platform that provides comprehensive mental health care services through a digital-first approach. The company specializes in connecting patients with licensed psychiatrists for medication management, therapy, and ongoing mental health support. Founded to address the critical shortage of accessible psychiatric care, Talkiatry offers a seamless virtual experience that includes initial evaluations, follow-up appointments, and personalized treatment plans. The platform serves both individual patients and partners with employers and health plans to expand mental health coverage. With a focus on evidence-based care, Talkiatry's psychiatrists treat a wide range of conditions including depression, anxiety, ADHD, bipolar disorder, and PTSD. The company emphasizes quality, accessibility, and continuity of care, making psychiatric services more convenient and affordable for patients across the United States. Talkiatry represents the growing trend of digital health solutions that leverage technology to overcome traditional barriers to mental health treatment.