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 Talkiatry’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

Talkiatry 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, Talkiatry is the largest dedicated psychiatry practice in the U.S., with 750+ psychiatrists, 250+ therapists, and more than two 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 Talkiatry 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.

• 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 Service Now

• Ensure that providers are scheduled for best use of time

• Schedule appointments as needed in eClinical Works

• 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 Service Now to:

• Inform patients of insurance benefits

• Respond to patient inquiries

• Add copies of insurance cards/IDs to patient documents

• Troubleshoot minor technological issues or elevate them to our helpdesk

• Strong written and verbal communication skills

• Excellent customer service skills

• Ability to multitask while maintaining accuracy

• Enjoy working in team-based environment

• 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

• Top-notch team: we're a diverse, experienced group motivated…