Patient Services Management Coordinator - Selikoff Centers for Occupational Health (Suffern, NY Office)

The Patient Services Management Coordinator plays a crucial role in the delivery of healthcare services for patients in the Selikoff Centers for Occupational Health as well as within the WTC Health Program Clinical Center of Excellence at Mount Sinai. The incumbent Patient Services Management Coordinator serve as liaisons for patient care activities in the program and ensures coordination of care around the course of the patient visit as well as subsequent patient interactions between visits. The Patient Services Management Coordinator is responsible for multiple components of the World Trade Center centered on care coordination within the programs. Specifically, Patient Services Management Coordinators are responsible for providing administrative assistance to our providers, nurses, medical directors, medical review and case management team. While working in collaboration with our various teams within our department the Patient Services Management Coordinator takes a lead role in patient navigation, education and coordination of all aspects of the program, while connecting patients to other resources as needed and at the direction of the treating provider and/or nurse. The position also assists the patient with navigation of complex medical and pharmacy coverage as well as communication of coverage information to program patients, external providers and other team members within the program. As part of this complex navigation, the Patient Services Management Coordinator will need to troubleshoot program challenges and use problem solving skills to make recommendation on future workflow. This position requires strong problem solving skills, analytical skills, strong organizational abilities, excellent communication skills and the ability to multitask. The position requires coordination of workflow across multiple specialties providers and program leadership and therefore requires effective communication. The Patient Services Management Coordinator reports to the administrative managers within the Selikoff Centers for Occupational Health.

• Plays a lead role in the navigation of care and ensures that patients understand their overall program benefits as well as what they can expect the program to provide
• Sets goals with patient and care team to coordinator care, and documents goal in program dashboard and calendar tool. Follow ups to be tracked include: visit status reminders, scheduled follow up and specialty appointments, authorization submitted for review, coordination of specialty appointments, requesting medical records, resolving billing issues and other items as needed.
• Ensures that all orders placed by the providers (internal and external) are authorized after confirming the service falls under the patients covered services
• Services as the primary point of contact to education patients pharmacy benefits, and assist with obtaining prior authorizations when applicable
• Organizes patient correspondence and future program plans for the patient based on program interactions in the electronic medical record as well as in the program benefits systems. This involves ensuring that the a plan is made with next steps with respect to administrative coordination of the patient’s care,  Timely documentation and follow up on action items required. This includes the timely generation and transmission of authorization for care to specialty providers
• Offers extensive patient navigation between program visits and other encounters. This includes detailed discussion with the patient to review next steps and resources, facilitation of patient concerns review, questions or concerns related to coverage, ongoing education to both patient and provider regarding coverage, and coordination with health plan analysts, case managers and providers to facilitate coverage and excellent patient care throughout all aspects of the program
• Educates and communicates closely with the patients to ensure they have a full understanding of the benefits offered by the program. Patient education provided on all relevant program benefits such as the World Trade Center certification process, the WTC Victims Compensation Fund, Worker’s Compensation and Social Work benefits 
• Provides recommendations for process improvement and services improvement aimed at improving patient experience, and participates in ongoing pilot programs to improve patient engagement.
• Additional duties as assigned

• H.S. Diploma or equivalent.  Bachelor’s Degree preferred or equivalent combination of education and experience 
• Minimum 3 years’ experience in healthcare/customer service or relevant experience

 

 

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