Patient Services Coordinator I-Psychiatry World Trade Center Mental Health Program

Responsibilities

• Works cohesively with internal and external WTC MH Providers to facilitate patients’ care plan by facilitating appointments and coordinating information and continuing care requirements.
• Collaborates with other clinical staff to resolve issues impacting patients’ care progression.
• Provides front-end coverage as needed; records telephone encounters for routing to appropriate Providers.
• Maintains and updates schedules and available databases with visit status, visit status reminders, follow-up appointments, authorizations for medical review, coordination of specialty appointments, and resolving billing errors (when applicable).
• Works as liaison with MH Providers, patients, and clinical staff to connect patients with relevant internal/external resources.
• Provides recommendations for process/service improvement to promote patient satisfaction and address issues.
• Reviews, investigates, routes, and follows up on patient questionnaires in order to assist clinical staff and administration in monitoring patients’ responses.
• Saves the questionnaires on an internal drive, uploads the questionnaires to an electronic medical records system, and enters the data from the questionnaires to an internal database.
• Conducts data entry Quality Assurance.
• Documents patient concerns, and actions taken, to include patient demographic data, synopsis of incident, actions taken to resolve, and outcome.
• May refer cases to Quality Assurance at manager’s direction.
• Identifies systems-related problems and works collaboratively with mental health providers, administrators, and staff to resolve them.
• Conducts monthly accountability reports.
• May assist in the preparation of annual and quarterly executive reports for senior leadership and present data to leadership teams.
• Performs other duties as necessary and as directed by WTC Mental Health Program Medical Director, WTC Mental Health Program Manager, or management team.

Qualifications

• Some college; Bachelors degree preferred
• 3 years healthcare/customer service or relevant experience
• Population-specific experience in mental health is very important
• Excellent verbal and written communication skills to communicate effectively with patients, staff, visitors, and vendors
• Ability to speak Spanish is preferred