• 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 and supportive patient experience. • Maintain up-to-date knowledge on the insurance plans that the practice accepts, and use reliable resources for accurate benefit and credentialing details. • Support practice workflow as needed by scheduling patients and aiding them in completing all necessary documentation before Intake. • Support cross-team collaboration for the benefit of patient care. • Address patient concerns with empathy and clarity, while effectively communicating the value of Rivia Mind’s services. • Participate in team meetings and contribute to a collaborative, growth-oriented work environment. • Promote a friendly work culture that encourages a fun, collaborative, and co-learning environment that benefits individuals' well-being, self-improvement, and potential.