Job Description

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 102 nd Street, suite 215, NY, NY, 10029 or 1468 Madison Avenue, 3 rd 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

The Mount Sinai Health System is committed to fostering an environment where everyone can contribute to excellence. We share a common dedication to delivering outstanding patient care. When you join us, you become part of Mount Sinai’s unparalleled legacy of achievement, education, and innovation as we work together to transform healthcare. We encourage all team members to actively participate in creating a culture that ensures fair access to opportunities, promotes inclusive practices, and supports the success of every individual.

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 knowledge; developing safer, more effective treatments; educating the next generation of medical leaders and innovators; and supporting local communities by delivering high-quality care to all who need it. Through the integration of its hospitals, labs, and schools, Mount Sinai offers comprehensive health care solutions from birth through geriatrics, leveraging innovative approaches such as artificial intelligence and informatics while keeping patients’ medical and emotional needs at the center of all treatment. The Health System includes more than 9,000 primary and specialty care physicians; 13 joint-venture outpatient surgery centers throughout the five boroughs of New York City, Westchester, Long Island, and Florida; and more than 30 affiliated community health centers. We are consistently ranked by U.S. News & World Report's Best Hospitals, receiving high "Honor Roll" status, and are highly ranked: No. 1 in Geriatrics, top 5 in Cardiology/Heart Surgery, and top 20 in Diabetes/Endocrinology, Gastroenterology/GI Surgery, Neurology/Neurosurgery, Orthopedics, Pulmonology/Lung Surgery, Rehabilitation, and Urology. New York Eye and Ear Infirmary of Mount Sinai is ranked No. 12 in Ophthalmology. U.S. News & World Report’s “Best Children’s Hospitals” ranks Mount Sinai Kravis Children's Hospital among the country’s best in several pediatric specialties. The Icahn School of Medicine at Mount Sinai is ranked No. 11 nationwide in National Institutes of Health funding and in the 99th percentile in research dollars per investigator according to the Association of American Medical Colleges. Newsweek’s “The World’s Best Smart Hospitals” ranks The Mount Sinai Hospital as No. 1 in New York and in the top five globally, and Mount Sinai Morningside in the top 20 globally.

Equal Opportunity Employer

The Mount Sinai Health System is an equal opportunity employer, complying with all applicable federal civil rights laws. We do not discriminate, exclude, or treat individuals differently based on race, color, national origin, age, religion, disability, sex, sexual orientation, gender, veteran status, or any other characteristic protected by law. We are deeply committed to fostering an environment where all faculty, staff, students, trainees, patients, visitors, and the communities we serve feel respected and supported. Our goal is to create a healthcare and learning institution that actively works to remove barriers, address challenges, and promote fairness in all aspects of our organization.

Compensation

The Mount Sinai Health System (MSHS) provides salary ranges that comply with the New York City Law on Salary Transparency in Job Advertisements. The salary range for the role is $17 - $31.6056 Hourly. Actual salaries depend on a variety of factors, including experience, education, and operational need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.

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