Service Agent, Patient Care Coordinator

Role overview Serve as the first line of contact for patients and providers at a national mental health practice, helping people navigate scheduling, intake, and administrative needs. The role blends phone, email, and chat-based support with ticket triage, schedule optimization, and provider coordination in a fast-paced, team-oriented environment.

Responsibilities - Answer incoming patient inquiries, answer questions, and schedule appointments - Make outbound calls to patients, pharmacies, and insurance companies - Create and triage tickets in ServiceNow and schedule appointments in the EHR platform - Optimize provider schedules for best use of time - Support clinicians via chat with follow-up scheduling, late-patient outreach, referral information, and discharge letters - Inform patients of insurance benefits, attach insurance cards/IDs to records, respond to inquiries, and troubleshoot or escalate minor tech issues

Requirements - Strong written and verbal communication skills - Excellent customer service skills and ability to multitask while maintaining accuracy - Experience providing phone, email, and chat-based customer service - Experience answering phones and multitasking in a fast-paced environment - Experience scheduling appointments - Proficiency with Microsoft Office (M365); familiarity with Microsoft Teams is a plus

Nice to have - Medical reception experience and experience using an Electronic Health Record (EHR)

Benefits and work setup Medical, dental, and vision insurance effective day one, 401(k) with match, generous PTO plus paid holidays, paid parental leave, and learning opportunities. Collaborative, startup-style environment focused on mental health care.