Front Desk Patient Advocate

Greenwich House Inc • New York, NY

3d • $58,000 - $62,000 • Onsite

About The Position

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.

Requirements

• 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.

Nice To Haves

• 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.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED