Front Desk Patient Advocate
hace 1 día
New York
Job Description Why work at Greenwich House? At Greenwich House, we believe in empowering communities through transformative programs, we offer more than a job – we offer a mission. When you work with us, you become part of a passionate, collaborative team committed to making a difference in people’s lives. Every initiative, class, and outreach effort we deliver is fueled by a shared commitment to equity and compassion. Founded in 1902 as a settlement house aimed at supporting New York City's growing immigrant population, Greenwich House has since evolved into a dynamic nonprofit organization dedicated to fostering wellness, creativity, and connection across the city. Today, Greenwich House offers a diverse range of programs in health, human services, education, and the arts, serving thousands of New Yorkers each year. Learn more at . The Opportunity The Front Desk Patient Advocate serves as a key liaison between clients, clinical staff, and administrative operations within an OMH-licensed Article 31/599 mental health clinic. This role ensures that every client receives a welcoming, trauma-informed, and person-centered experience while also supporting the clinic’s access, equity, and compliance goals. The Patient Advocate manages front desk reception, assists with patient navigation, resolves barriers to care, and safeguards patient confidentiality in accordance with HIPAA and OMIG Part 521 requirements. This position requires excellent communication skills, empathy, strong problem-solving abilities, and the capacity to remain calm and professional in a fast-paced mental health setting. Responsibilities Patient Advocacy & Support • Serve as a primary point of contact for clients seeking assistance with navigating services, understanding clinic processes, or resolving concerns., • Provide trauma-informed, culturally sensitive support to clients and families, ensuring they feel heard, respected, and empowered., • Assist clients in accessing resources such as financial assistance programs, community supports, transportation options, and technology for telehealth., • Work with internal teams to address patient concerns, complaints, or access barriers while maintaining strict confidentiality., • Ensure clients receive timely follow-up on questions related to services, benefits, referrals, or care coordination. Front Desk & Reception Responsibilities • Greet all clients, visitors, and staff with warmth and professionalism, maintaining a welcoming clinic environment., • Support check-in and check-out processes, including verifying insurance, updating demographic information, collecting co-pays/sliding-scale fees, and confirming appointment details., • Manage waiting room flow, maintain order and safety, and communicate delays or changes to clients., • Answer phones, route calls, and respond to inquiries while safeguarding patient privacy., • Help clients understand appointment expectations, clinic policies, and provider availability. Care Navigation & Collaboration • Assist clients with completing required forms, understanding treatment processes, and preparing for appointments., • Communicate effectively with clinicians, schedulers, billing staff, and program leadership to ensure seamless care coordination., • Identify clients who may need additional support (e.g., new intakes, individuals with complex needs, individuals expressing frustration or confusion) and take proactive steps to assist them., • Track client feedback patterns and collaborate with leadership on service improvement strategies. Compliance, Documentation & Data Integrity • Maintain full compliance with HIPAA Privacy & Security Rules, ensuring all PHI is protected in verbal, written, and digital formats., • Follow OMIG Part 521 compliance program requirements, including accurate documentation, proper communication protocols, and prevention of fraud/waste/abuse., • Document patient interactions, concerns, and resolutions within the EHR or designated logs as required by clinic policy., • Communicate immediately any observed compliance issues, safety concerns, or incidents. Administrative & Operational Support • Support day-to-day front desk functions including mail handling, scanning, faxing, and form processing., • Assist with appointment confirmations, reminders, and basic scheduling support as directed., • Participate in staff meetings, trainings, quality improvement initiatives, and compliance audits., • Uphold the clinic’s mission, values, and commitment to person-centered mental health care., • Handling of record requests, correspondence, and billing support., • Active patient support, works closely with scheduler. What You’ll Bring Required • High school diploma or equivalent; associate’s degree preferred., • Experience in customer service, human services, healthcare, or behavioral health., • Strong interpersonal skills with the ability to respond sensitively to individuals experiencing emotional distress., • Ability to maintain confidentiality and adhere to HIPAA standards., • Strong organizational skills and comfort with EHR systems and standard office software. Preferred • Experience in an OMH Article 31/599 or Medicaid-funded behavioral health program., • Familiarity with Medicaid, managed care plans, and community resource systems., • Training in trauma-informed care, de-escalation, or motivational interviewing., • Bilingual proficiency (e.g., Spanish) strongly preferred. Key Competencies • Empathy, patience, and active listening, • Strong communication and conflict-resolution skills, • Ability to multitask in a dynamic, high-traffic environment, • Detail-oriented and dependable, • Commitment to equity, inclusion, and client-centered care Employment Details Department: Center for Resiliency and Wellness Location: 623 Broadway, New York NY, 10012 (Onsite) Schedule: 35 hours/week, Monday - Friday, 9:00 AM - 5:00 PM or 11:00AM - 7:00PM FLSA Classification: Non-Exempt Employment Type: Full-Time Reports To: Clinical Services Director Union Representation: Non-Union Salary Range The expected base salary rate for this position is $58,000 - $62,000 annually, with an additional $2000 bonus opportunity, if fluent in Spanish. This range reflects the anticipated compensation at the time of this posting and may be adjusted based on experience, education, and organizational needs. Benefits Greenwich House is committed to supporting the well-being of our employees as a key part of delivering a strong overall workplace experience. Full time employees are eligible for various benefits, including medical/dental/vision insurance, 403(b) plan, generous paid time off, and other benefits in accordance with applicable plan documents. Employees also enjoy exclusive perks and discounts for Greenwich House programs and services, including classes, lessons, and events. Benefits for Union represented employees will be in accordance with the applicable collective bargaining agreement. Equal Employment Opportunity & Accessibility Greenwich House is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, veteran status, disability, or any other characteristic protected by applicable law. We are committed to providing reasonable accommodations to qualified individuals with disabilities to ensure they can successfully perform the essential functions of their roles. If you require assistance or an accommodation during the application or interview process, please contact us.