Patient Services Coordinator I-World Trade Center Mental Health Program

Summary: The World Trade Center Mental Health Patient Services Coordinator plays a crucial role in the delivery of mental healthcare services. Serves as liaison for patient care activities within WTC Health Program and ensures quality patient care during patient visits. Helps educate patients on their care treatment plans and their accessibility including telehealth and helps coordinate services with internal and external WTC Mental Health Providers.

Job location: WTC MH Clinic at 345 East 102nd Street, suite 215, NY, NY, 10029 or 1468 Madison Avenue, 3rd floor, NY, NY 10029.

Primary Duties: 

1. Works cohesively with internal and external WTC MH Providers to facilitate patients’ care plan by facilitating appointments and coordinating information and continuing care requirements.
2. Collaborates with other clinical staff to resolve issues impacting patients’ care progression.
3. Provides front-end coverage as needed; records telephone encounters for routing to appropriate Providers.
4. Monitors 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).
5. Works as liaison with MH Providers, patients and clinical staff to connect patients with relevant internal/external resources.
6. Provides recommendation for process/service improvement to promote patients satisfaction and address issues.
7. 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. 
8. Documents patient concerns, and action 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.
9. Identifies systems related problems and works collaboratively with mental health providers, administrators and staff to resolve them. Conducts monthly accountability reports.
10. May assist in the preparation of annual and quarterly executive reports for senior leadership and present data to leadership teams.
11. Performs other duties as necessary and as directed by WTC Mental Health Program Medical Director, WTC Mental Health Program Manager or management team.

 

• Some college; Bachelors degree preferred
• Previous Experience: 1-3 years of healthcare/customer service/patient navigation or relevant experience in. Population specific experience in mental health very important. Excellent verbal and written communication skills to communicate effectively with patients, staff, visitors and vendors. Ability to speak Spanish preferred.

Strength through Unity and Inclusion

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At Mount Sinai, our leaders are committed to fostering a workplace where all employees feel valued, respected, and empowered to grow. We strive to create an environment where collaboration, fairness, and continuous learning drive positive change, improving the well-being of our staff, patients, and organization. Our leaders are expected to challenge outdated practices, promote a culture of respect, and work toward meaningful improvements that enhance patient care and workplace experiences. We are dedicated to building a supportive and welcoming environment where everyone has the opportunity to thrive and advance professionally. Explore this opportunity and be part of the next chapter in our history.

About the Mount Sinai Health System:

Mount Sinai Health System is one of the largest academic medical systems in the New York metro area, with more than 48,000 employees working across eight hospitals, more than 400 outpatient practices, more than 300 labs, a school of nursing, and a leading school of medicine and graduate education. Mount Sinai advances health for all people, everywhere, by taking on the most complex health care challenges of our time — discovering and applying new scientific learning and know