Clinical Operations Coordinator - Remote

Job Description

Job Description:\n\nGet to Know Rivia Mind At Rivia Mind, we believe great mental health care begins with a human connection. Where We Are: We are a psychiatrist-owned mental health practice rooted in New York City, serving individuals across New York, New Jersey, Connecticut, Florida, and Massachusetts through both virtual and hybrid appointments. How We Support: With a 360&degree; view of each individual, we provide compassionate, science-based care that honors the full complexity of a person's biology, psychology, and life circumstances. We go beyond symptom management with an interdisciplinary care model grounded in collaboration, personalization, and delivered with warmth, respect, and clinical integrity. We bring a high-touch, human-centered approach to every aspect of care, from clinical treatment to operational coordination. Click Here to learn more about our services. Thrive Together: 🌟 Our shared North Star unites us to provide the best patient experience. At Rivia Mind, we cultivate a collegial culture rooted in:A foundation of shared values and reciprocal supportA mindset of curiosity, learning, and growthA spirit of warmth, openness, and authentic connection Together, we turn challenges into opportunities, and every team member helps shape the future of care at Rivia Mind. Job Summary The Clinical Operations Coordinator plays a key role in supporting the day-to-day functionality and long-term success of Rivia Mind's clinical team. This position bridges clinical care and operational excellence by managing provider workflows, coordinating calendars, supporting clinician onboarding and offboarding, resolving system issues, and ensuring accurate data reporting. As a consistent point of contact for assigned clinicians, the Coordinator fosters strong team relationships, facilitates routine & ad-hoc check-ins, and offers ongoing support throughout the year. This role also requires a high level of comfort in providing performance and compliance-related feedback to clinicians, including navigating feedback conversations in a tactful and supportive way. Candidates should bring confidence in holding providers accountable for practicing policies while maintaining a collaborative and compassionate approach. This role is ideal for someone who is detail-oriented, systems-savvy, and passionate about helping providers focus on what they do best—delivering high-quality care. Success in this role requires tactful and warm communication skills, ease with working across platforms and departments, and a proactive mindset for identifying opportunities to improve workflows and enhance the clinician and patient experience. Application Window: Open until September 30th, 2025 Anticipated Start Date: October 2025 # of Openings: 1 Job Responsibilities & Qualifications Responsibilities45% – Clinical Operations & Workflow ManagementCoordinate, support, and continuously optimize clinical workflows, provider schedules, onboarding/deboarding processes, and platform troubleshooting to ensure a seamless care delivery experience.Review clinical dashboards for continual improvement and quality assurance.Assessment and distribution of weekly clinical dashboards.Coordinate clinicians' calendars, ensuring alignment with patient appointments, supervision sessions, and other required or optional meetings.Monitor clinician schedules to ensure clinician productivity and appropriate time and calendar management practices. Identify opportunities for improvement with calendar management and share feedback and recommendations with clinicians and clinical leaders.Support the facilitation of patient transfers as necessary, ensuring a smooth process for both clinicians and patients.Troubleshoot EHR systems and business platforms to resolve technical issues efficiently.Provide clinicians with enrollment assistance, access troubleshooting, and account information management for our EHR.Provide onboarding support by training and assisting incoming clinicians.Close out patient charts with appropriate documentation and notification.Periodically review the Website Directory of providers and escalate to the Clinical Operations Supervisor if a discrepancy or an update is needed.Consistently evaluate workflows and Standard Operating Procedures (SOPs) to ensure alignment with organizational priorities, enhance operational efficiency, and maintain high-quality standards.20% – Care Team Collaboration & Clinician SupportAct as a consistent point of contact for assigned care teams, facilitate bi-annual clinician check-ins, and provide year-round guidance, resource-sharing, and operational support. Liase with patients on behalf of providers.Ensure providers receive an efficient, thorough, and positive onboarding and deboarding process with thoughtful collaboration of key departments and contributors (People Operations, Marketing, Supervisor of clinician, etc.)Serve as a consistent point of contact for clinicians on your designated care team, offering guidance, updates, and support throughout the year.Conduct formal check-ins twice annually with each clinician to review updates, provide resources, and collaboratively address clinical or patient care needs.These check-ins include discussion of adherence to clinical expectations, documentation compliance, and performance trends—requiring a balance of professionalism, empathy, and direct communication.Be prepared to deliver feedback related to performance and compliance, while preserving trust and rapport with clinicians.Lead and contribute to meaningful conversations during check-ins, advocating for patient needs and sharing actionable updates to support clinician success.Remain available for ongoing support outside of scheduled meetings, ensuring clinicians feel empowered to reach out any time throughout the year for assistance, clarification, or feedback.Collaboratively manage the care email inbox alongside team members to ensure timely, professional responses, clear and effective communication, and the successful resolution of provider and patient inquiries—supporting a positive experience for all stakeholders.Act as a resource for clinicians by providing guidance on clinical platforms, policy adherence, and workflow management.Be on standby to join weekly supervision meetings, providing assistance and support to the group as needed. 10% – Reporting, Data Management & Reengagement InitiativesLeverage internal dashboards and reporting tools to monitor productivity, documentation compliance, and patient reengagement opportunities.Utilize key functions within the company's CRM, including dashboards, transition lists, report creation, individual dashboard management, re-engagement reports, and report discrepancies up to the Clinical Operations Supervisor.Generate and review clinician-related reports such as missing notes, deleted notes, unlocked notes, and patients without follow-up appointments to conduct proper notification.Identify opportunities to re-engage patients who have paused or discontinued care by leveraging internal reports and tools from the company's CRM, including dashboards and re-engagement lists.Collaborate with clinicians and care team members to develop and implement outreach strategies that encourage patients to return to care in a timely and supportive manner.Ensure communication is empathetic, inclusive, and aligned with best practices to promote a positive patient experience and reinforce continuity of care.​​Be comfortable addressing patient experience issues directly with providers when engagement or care delivery concerns are raised.Engage with patients directly on behalf of clinicians for care support and collaboration. 10% – Compliance, Communication & Cross-Functional CollaborationEnsure adherence to clinical SOPs and policies, address operational concerns, support interdepartmental collaboration, and contribute to a positive and inclusive team culture.Develop and maintain collaborative professional relationships between operations and clinical departments.Communicate effectively, professionally, and promptly with clinicians regarding operational needs and expectations.Proactively monitor clinician behavior for alignment with Rivia's clinical guidelines, surfacing any concerns around compliance or patient care quality to clinical leadership in a timely and constructive manner.Maintain a general awareness of clinical trends or behaviors that may affect patient care or compliance, performance concerns, and escalate patterns of concern appropriately to clinical leadership and People Operations. Review and resolve patient complaints in a professional and timely manner, ensuring high-quality patient care.Approach performance and compliance feedback conversations with a coaching mindset—focusing on development, accountability, and collaborative problem-solving.Ensure clinician's adherence to clinical policies and procedures while proactively addressing compliance-related concerns.Provide structured, actionable feedback to clinicians when discrepancies or gaps in documentation or performance are observed, while fostering a respectful and supportive tone.Verify that provider documentation aligns with quality standards and supports accurate coding and billing practices, escalating discrepancies as needed.Ensure attendance and engagement by contributing to all departmental meetings.Promote a friendly work culture that encourages a fun, collaborative, and co-learning environment that benefits individuals' well-being, self-improvement and potential.Perform other related role and team function duties as assigned by department and group leaders. 15% – Role-Specific Projects & Specialized Responsibilities Own and manage specific process areas based on business needs and team strengths as assigned by Supervisor—such as documentation compliance, intake coordination, patient experience, or women's mental health tracking. As part of the Clinical Operations Team, each member may be assigned ownership of specific responsibilities, such as those outlined below. These assignments are subject to change and will be determined based on business needs, individual strengths, and workflow optimization. Team members will typically be the primary point of contact for their assigned areas, supporting consistency, accountability, and process excellence.Clinical Documentation & ComplianceConduct provider note audits and serve as a backup for note auditing tasks.Communicate audit results clearly and supportively, identifying areas for improvement and ensuring that clinicians meet documentation standards.Monitor missing initial notes and delete notes as needed.Track deboarding reports related to compliance and clinical offboarding.Identify patterns in compliance risks and partner with clinical operations leadership to mitigate them. Provider Deboarding & Patient TransitionsManage and update the Provider Deboarding - Patient Transfer list.Support smooth provider transitions by assisting with relevant transfer communications and documentation.Administrative Systems & Support ToolsServe as backup for ePrescribing and other tool tasks, including submissions and system use.Monitor and maintain the functionality of DocuSign or a similar platform for signature requests.Assist with faxes and serve as a backup for incoming and outgoing fax communications.Feedback, Reviews & Patient ExperienceTrack and log patient satisfaction survey responses and online reviews Record and highlight positive provider reviews for internal recognition.Maintain the complaint log and assist with consulting on patient experience issues.Scheduling & Intake CoordinationSupport schedule changes, including updating availability and coordinating with team members. Assist with intake question services and ensure consistent patient onboarding. Qualifications Required Education Level: High School Diploma or equivalent Education Details: Degree in healthcare, business, operations or compliance preferredTwo years of healthcare setting, business operations and clinical provider experienceDesire to assess processes and collaborate on effective solutionsOrganized and detail-orientedComfortable navigating change, shifting priorities, and adhering to evolving workflowsAbility to build partnerships and foster collaborative relationships across the organizationSelf-motivated and able to work autonomously Additional Qualifications, Skills & AttributesConflict resolutionCustomer serviceExperience with provider relations, healthcare operations, or clinical team support strongly preferredCompetent use of EMR tools such as IntakeQ is preferredCRM experience with Salesforce is a plusData Analysis & Dashboard Management is preferredTeam orientedProficient with utilizing a diverse range of technology platforms and systems (Google Suite required, company wide platforms/software like Monday.com and EHR/EMR platforms when applicable)Intermediate computer skills and technical aptitude required. Benefits Comprehensive Benefits to Support Your Well-being At Rivia Mind, we prioritize the well-being, growth, and success of our team members. Our robust benefits package is designed to provide support in every facet of your life—personal, professional, and financial. Learn more here. Health & Wellness:Medical Coverage - HDHP, PPO or PPO Buy-UpHealth Savings Account, Flexible Spending Account, and Dependent Care Account OptionsDental & Vision InsuranceWhole-Body Wellness Offerings if Enrolled in one of our three Aetna Medical Plans Time Off & Flexibility:Front-Loaded Paid Time Off (PTO)Observed Holidays & Annual Office ClosureMedical & Parental Leave (in accordance with State and Federal Laws)Bereavement Leave / Pet Bereavement Leave Financial Wellness:Competitive Pay401(k) Retirement Plan and employer matchEmployee Referral ProgramTransit and Parking Voluntary Benefit Professional Development:Professional Development Stipend after 1st Work AnniversaryPaid Professional Development Days after 1st Work AnniversaryLearning & Development Resources Additional Benefits:Short-Term & Long-Term DisabilityGroup Life/AD&D InsuranceEmployee Assistance Program (EAP)Voluntary BenefitsQuarterly Wellness Activities We're committed to helping you thrive in our Rivia Community. Join us and experience a workplace that values your health, happiness, and growth. Compensation & Employment Details Pay Range: $45,000 - $52,000 Pay Type: Salary Department: Clinical Operations & Compliance Supervisor: Supervisor, Clinical Operations Supervisees: None Employment Status: Full Time Exemption Status: Non-Exempt W-2 Work Environment: Remote Work Schedule: Monday - Friday, 9 am - 5 pm EST Compensation Determination: The pay range listed reflects the minimum and maximum base salary for this role, determined through an internal compensation assessment that considers similar labor markets to our practice across the United States. Actual compensation is influenced by compensable factors such as location, role responsibilities, r