Patient Relations Associate

Talkiatry • New York, NY

9d • $60,000 - $70,000 • Hybrid

About The Position

At Talkiatry, we believe every patient deserves compassionate, high-quality care. As a Patient Relations Associate, you'll play a pivotal role in ensuring our patients feel heard and supported throughout their clinical journey. You'll assist patients and family members with issues related to their clinical care and work collaboratively with all departments to promptly facilitate problem resolution. This is a unique opportunity to contribute meaningfully to patient satisfaction, clinician support, and operational excellence at a leading behavioral health company. This role is available fully remote to candidates located outside of the NYC Metro area, or hybrid for candidates who are located in the NYC Metro area. About Talkiatry: Talkiatry transforms psychiatry with accessible, human, and responsible care. We’re a national mental health practice co-founded by a patient and a triple-board-certified psychiatrist to solve the problems both groups face in accessing and providing the highest quality treatment. 60% of adults in the U.S. with a diagnosable mental illness go untreated every year because care is inaccessible, while 45% of clinicians are out of network with insurers because reimbursement rates are low, and paperwork is unduly burdensome. With innovative technology and a human-centered philosophy, we provide patients with the care they need—and allow psychiatrists to focus on why they got into medicine.

Requirements

• Bachelor’s degree or equivalent experience in healthcare administration, social work, psychology, or a related field.
• 2+ years of experience in patient relations, clinical operations, or healthcare service recovery.
• Strong critical thinking and problem-solving skills, with the ability to interpret complex information and make sound judgments.
• Exceptional communication and interpersonal skills—able to engage empathetically with patients while maintaining professionalism.
• Familiarity with HIPAA, healthcare compliance, and clinical operational workflows.
• Demonstrated ability to manage sensitive issues with discretion and tact.

Nice To Haves

• Experience working in behavioral health, psychiatry, or telehealth environments.
• Experience in complaint resolution, quality assurance, or patient advocacy roles.
• Proficiency in CRM or ticketing systems (ServiceNow preferred)
• Experience with Excel/Google Sheets for data tracking and reporting.

Responsibilities

• Review, assess, and triage patient complaints related to clinical care.
• Conduct detailed investigations by collecting documentation, speaking with clinicians, and referencing internal policies.
• Communicate directly with patients to gather additional context, provide updates, and share outcomes with empathy and professionalism.
• Identifies cases that are potential quality or risk issues and makes appropriate and timely referrals to the Medical Director and legal/regulatory teams.
• Apply knowledge of company policies to identify deviations and uphold service standards.
• Maintain accurate and confidential documentation of all cases and communications.
• Track complaint data to identify trends, recurring issues, and opportunities for process improvement.
• Collaborate with leadership to recommend changes that enhance patient experience and operational workflows.
• Support reporting initiatives and contribute to quality assurance efforts through detailed case tracking.

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees