Patient Service Facilitator

Metropolitan Center for Mental Health (MCMH); New York (NY); On-site; USD 42,000 - 62,000; Full time

Job summary

The Metropolitan Center for Mental Health (MCMH) seeks a Patient Services Facilitator to join the Access and Intake team. This full-time role ensures intake appointments are received and processed promptly and acts as the first contact for new service requests with clear, professional communication.

You will support intake workflows, coordinate with Admissions and Billing, verify insurance, and assist diverse populations, delivering excellent client service and maintaining EMR documentation.

Qualifications

• High school diploma or equivalent required.
• Spanish fluency required.
• Proficiency in computer systems, EHR systems and documentation standards.
• Strong organizational and communication skills.
• Demonstrated customer service excellence.
• Client-facing experience with diverse populations (minimum two years).

Responsibilities

• Manage Intake appointments and psychosocial assessments using patient charts and provider schedules.
• Process referrals through email, fax, and voicemail, including tracking and follow-up.
• Create and maintain electronic patient charts, including documentation and scanning.
• Conduct initial risk assessments and coordinate with Intake for high-risk cases.
• Assist patients with intake paperwork, consent forms, and connection to clinicians.
• Verify insurance eligibility and maintain current insurance acceptance information.
• Provide information about MCMH services to potential patients and walk-ins.
• Support referral partners with status updates and coordination.
• Coordinate with Reception Staff for phone coverage and intake inquiries.
• Consult with Intake for urgent referrals and outside agency cases.
• Maintain accurate documentation in EMR and departmental tracking systems.

Skills

Spanish fluency

Organizational skills

Communication skills

Customer service

Client-facing experience

EHR systems

Documentation standards

Proficiency in computer systems

Education

High school diploma

Bachelor’s degree preferred

Tools

EMR systems

Referral management software

Job description

The Patient Services Facilitator (PSF) is a full-time position within the Access and Intake Department, whose primary function is to ensure that intake appointments are received and processed in a timely fashion. The position serves as the initial point of contact for all new requests for service and must represent the organization in a clear, comprehensive and professional manner. The PSF is responsible for various workflows within the Access and Intake Department with respect to the Intake worker’s schedules and referrals (self-referrals and referrals from outside agencies) and maintains close collaboration with the Company’s Admissions and Billing departments.

• High school diploma or equivalent required; Bachelor’s degree preferred.
• Spanish fluency required.
• Proficiency in computer systems, electronic health record (EHR) systems and documentation standards.
• Strong organizational and communication skills.
• Demonstrated customer service excellence.
• Client-facing Experience working with diverse populations in community settings (minimum two years).

Responsibilities

Intake Processing and Scheduling

• Manage Intake appointments and psychosocial assessments using patient charts and provider schedules
• Process referrals through email, fax, and voicemail, including tracking and follow-up
• Create and maintain electronic patient charts, including documentation and scanning of relevant materials

Patient Support and Screening

• Conduct initial risk assessments and coordinate with Intake Department for high-risk cases
• Assist patients with intake paperwork, consent forms, and connection to clinicians
• Verify insurance eligibility and maintain current insurance acceptance information

Customer Service

• Provide information about MCMH services to potential patients and walk-ins
• Support referral partners with status updates and coordination
• Coordinate with Reception Staff for phone coverage and intake inquiries

Administrative Coordination

• Consult with Intake Department for urgent referrals and outside agency cases
• Facilitate appropriate referrals to other agencies when needed
• Maintain accurate documentation in EMR and departmental tracking systems