Patient Services Coordinator

WHO WE ARE:

Community Healthcare Network (CHN) is a not-for-profit organization providing more than 65,000 New Yorkers with primary and behavioral healthcare, dental, nutrition, wellness, and needed support services.

Our network is made up of 14 federally qualified health centers throughout Brooklyn, the Bronx, Queens, and Manhattan, along with a fleet of mobile vans that bring health services to underserved people in need throughout New York City. We provide judgment-free, high-quality healthcare, without regard to race, religion, orientation, gender identity, immigration status or ability to pay. We turn no one away.

WHAT WE OFFER:

Growth and development: Access to various healthcare professionals and benefits to deepen understanding and interest in the various disciplines involved in community health programming.

Supportive Team culture: Be a part of an interdisciplinary environment where your ideas and work are valued and encouraged.

Comprehensive benefits: Including health, dental and vision insurance, retirement plans, employee assistance programming and more.

POSITION SUMMARY

The Patient Services Coordinator (PSC) is pivotal in optimizing administrative operations, improving workflow efficiency, and strengthening financial performance to support seamless patient care. This position ensures accurate insurance verification, data aggregation, scheduling, and revenue cycle processes while driving staff training and quality improvement initiatives. With a strong emphasis on operational and financial excellence, project management, data analysis, and continuous process enhancement, the PSC contributes significantly to healthcare efficiency and effectiveness.

In addition to administrative responsibilities, the PSC is dedicated to maintaining a high standard of customer service and enhancing the patient experience. This position demands professionalism, empathy, and strong interpersonal skills to effectively engage with patients, address concerns, and streamline processes that foster a welcoming and supportive healthcare environment. By leading initiatives to improve patient satisfaction and service delivery, the PSC not only supports staff in delivering exceptional patient-centered care but also significantly enhances the overall patient experience.

Most PSC report to the Center Manager at their designated location except the PSC focused on dental services (this person will report to the AVP of Clinical Operations and Finance). The role collaborates closely with billing, operations, and clinical teams to advance CHN's ongoing efforts to improve patient access, financial sustainability, and care coordination.

DUTIES AND RESPONSIBILITES:

1. Training and Staff Development

• Develop, implement, and maintain training materials and job aids for front-end staff, ensuring standardization across sites.
• Conduct initial and ongoing training on appointment scheduling, billing processes, insurance verification, and revenue cycle workflows.
• Retrain staff as needed to address scheduling errors, insurance inconsistencies, and workflow inefficiencies.
• Participate in quality improvement efforts aimed at enhancing staff performance metrics and service delivery.

1. Project Management and Workflow Optimization

• Lead special projects to improve scheduling efficiency, patient flow, and provider template utilization.
• Develop data-driven solutions to enhance billing accuracy, insurance verification processes, and revenue collection rates.
• Partner with operational leadership to implement workflow optimization strategies for improving front-desk and patient intake processes.
• Ensure provider schedules are properly filled, reducing appointment gaps and no-show rates.

1. Data Analysis and Revenue Cycle Support

• Aggregate and analyze uninsured patient data to support Medicaid enrollment, self-pay trends, and assistance programs such as sliding fee scale and payment plan options.
• Conduct weekly uninsured patient report reviews, addressing gaps in coverage and assisting with eligibility verification.
• Support billing teams by identifying denied claims, revenue leakage, and accounts receivable trends.
• Collaborate with leadership on performance dashboards to track collection rates, patient visit trends, and payer reimbursements.

1. Quality Improvement and Compliance

• Participate in quality initiatives aimed at improving collection rates, reducing claim rejections, and ensuring compliance with regulations.
• Conduct quarterly sliding fee audits and ensure proper documentation of insurance eligibility and patient billing arrangements.
• Address billing discrepancies and workflow inefficiencies that impact provider productivity and the revenue cycle.
• Monitor appointment scheduling patterns to ensure alignment with patient demand and provider availability.

1. Insurance Verification, Collection for Video Visits, and Insurance Enrollment

• Conduct day-before and day-of insurance verification to ensure patient eligibility.
• Collaborate with front-end staff to resolve discrepancies in insurance details.
• Process and collect co-payments, deductibles, and sliding fee payments for video visits.
• Assist uninsured patients with enrollment in Medicaid, marketplace insurance plans, or other applicable programs.
• Facilitate Primary Care Provider (PCP) changes as requested by patients, ensuring accuracy and timely updates.

1. Patient Engagement and Issue Resolution

• Serve as a liaison for patients, resolving concerns related to insurance, billing, and appointment scheduling.
• Investigate patient complaints regarding financial eligibility, co-pays, and claims denials.
• Provide front-end support by ensuring a smooth check-in and check-out experience.

1. Other Duties as Assigned

• Support additional operational and administrative tasks as required to ensure effective service delivery.

EDUCATION & EXPERIENCE required:

• Associate's Degree with a minimum of five (5) years of healthcare experience or satisfactory equivalent of education and experience combined or
• High School Diploma or satisfactory equivalent with a minimum of seven (7) years of healthcare experience
• Prior experience in dental operations, billing, and patient scheduling is preferred.
• Prior clinical operations experience with Community Healthcare Network is preferred.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

1. Advanced understanding of insurance verification, revenue cycle management, and patient eligibility requirements.
2. Project management experience, with the ability to drive process improvement initiatives.
3. Strong data analysis skills, with proficiency in tracking billing trends, scheduling efficiency, and financial performance.
4. Excellent communication and training abilities, ensuring front-end staff adhere to best practices.
5. Ability to multi-task under pressure, while maintaining attention to detail.
6. Strong problem-solving and conflict resolution skills, addressing patient and staff concerns effectively.
7. Proficiency in EHR and practice management software, ensuring accurate documentation and reporting.