Service Agent, Patient Care Coordinator

Talkiatry is a national mental health practice focused on making psychiatry more accessible through technology and human-centered care.

As a Service Agent (Patient Care Coordinator), you will support patients and clinicians by handling inquiries, scheduling, coordinating intake, and managing administrative and ticketing workflows to ensure patients are matched and providers’ schedules are optimized.

• Answer incoming patient inquiries, respond to questions, and schedule appointments
• Make outbound phone calls to patients, pharmacies, and insurance companies
• Create, triage, monitor, and complete tickets in ServiceNow
• Optimize provider schedules to ensure best use of time and keep schedules full
• Schedule appointments as needed in eClinicalWorks
• Support clinicians via Microsoft Teams chat to schedule follow-up appointments, contact late patients for tele-visits, send referral information, and send discharge letters
• Inform patients of insurance benefits and respond to patient inquiries via ticketing workflows
• Upload and manage patient documentation such as insurance cards/IDs
• Troubleshoot minor technical issues or escalate to the helpdesk
• Handle administrative tasks including faxes, emails, and authorizations

• Strong written and verbal communication skills
• Excellent customer service skills
• Ability to multitask while maintaining accuracy in a fast-paced environment
• Comfort working in a team-based environment
• Experience providing phone, email, and chat-based customer service
• Experience answering phones and multitasking
• Experience scheduling appointments
• Microsoft Office (M365); experience with Microsoft Teams is a plus
• Medical reception experience and experience using an Electronic Health Record (EHR) is a plus but not required

• Schedule: must be available for one of the following EST shifts:

  • 9:30am–6:00pm EST
  • 7:30am–4:00pm EST
• Benefits: medical, dental, and vision effective day 1; 401(k) with match; generous PTO plus paid holidays; paid parental leave; learning and career growth support
• Work authorization: participates in E-Verify; employment eligibility verification required after offer acceptance and completion of Form I-9
• Compensation: $18.00/hour depending on experience