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 the company’s commitment to excellence.

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

ABOUT the company

The company is transforming mental health care by making high-quality psychiatry more accessible, human, and sustainable for both patients and clinicians. Co-founded by a patient and a triple-board-certified psychiatrist, we were built to solve one of healthcare’s most urgent challenges: millions of people struggle to access mental health care, while clinicians face growing administrative burden and burnout. Through our technology-powered, in-network platform, we’re changing that, creating a better experience for patients and empowering clinicians to focus on delivering exceptional care.

Today, the company is the largest dedicated psychiatry practice in the U.S., with 900+ psychiatrists, 400+ therapists, and more than 4 million patient visits delivered nationwide. At our scale, every innovation has real impact. Every workflow we improve, every technology solution we build, and every patient experience we redesign helps thousands of clinicians provide better care to hundreds of thousands of patients. We’re not just growing quickly — we’re redefining how behavioral healthcare is delivered in America.

Joining the company means joining a mission-driven team that is solving complex problems at scale, driving meaningful change in healthcare, and building the future of mental health care with compassion, innovation, and purpose.

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 the company

• 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 the company expands

• It all comes back to care: we’re a mental health company, and we put our team’s well-being first

The company 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 [link for members] & IER Right to Work [link for members]

At the company, 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.