Patient Access Coordinator

Finger Lakes Community Health•Geneva, NY

10h

About The Position

Finger Lakes Community Health (FLCH) was founded in 1989 with an original mission of serving the region's agricultural workers by linking individuals to area resources and providing essential health services. In 2009 the organization expanded to become a Federally Qualified Health Center (FQHC), serving patients of all incomes, ethnicities and walks of life. Over the last decade, FLCH has grown to provide medical, dental, and behavioral health services to over 28,000 patients at eight health centers. With over 200 employees we strive to provide high-quality and innovative health care services to the Finger Lakes Region. The Patient Access Coordinator oversees patient navigators, interpreters, and transportation staff to ensure patients receive timely, supportive, and culturally appropriate assistance when accessing healthcare services. This role manages daily operations, staff scheduling, workflow efficiency, and the quality of patient support services while addressing barriers to care and facilitating smooth access to medical, dental, and behavioral health appointments.

Requirements

3+ years of experience in healthcare or patient support roles, with lead or supervisory experience preferred.
Experience in patient navigation, interpretation services, customer service, or a related field required.
Bilingual proficiency required.
Strong interpersonal, leadership, and critical-thinking skills.
Must be able to hear and communicate with clients and staff on the telephone and those who are served “in person.”
Must be able to lift up to 10 pounds.
Must have vision that is adequate to read memo’s computer screen, registration forms, and other documents.
Must possess manual dexterity, to perform writing and keyboarding tasks.
May have prolonged periods of sitting and working at a computer.
OSHA Level I

Nice To Haves

Interpretation certification preferred based on organizational requirements.

Responsibilities

Team Leadership & Supervision
Supervise patient navigators, interpreters, and transportation staff.
Provide daily guidance, workload distribution, and real-time problem-solving.
Support staff onboarding, training, and competency evaluations.
Monitor staff performance and support ongoing coaching and development.
Ensure appropriate staffing across all sites based on clinic and patient needs.
Navigation Services Oversight
Ensure staff provide accurate information, patient education, and assistance with program and service access.
Address complex or escalated patient concerns and coordinate solutions.
Oversee appointment coordination, referrals, and follow-up workflows.
Ensure timely, consistent documentation in the electronic health record.
Interpretation Program Coordination
Supervise interpreters and ensure compliance with language access policies.
Manage scheduling, workflow assignments, and service availability.
Maintain interpreter competency expectations and quality standards.
Transportation Program Oversight
Oversee the scheduling and coordination of patient transportation services.
Ensure safe, compliant transport workflows and communication practices.
Partner with internal teams or external vendors to support transportation needs.
Workflow & Quality Management
Maintain consistent navigation workflows, patient education processes, and documentation standards.
Monitor departmental performance metrics and support quality improvement initiatives.
Identify workflow gaps and assist in developing and implementing improved processes.
Ensure staff adherence to organizational policies, procedures, and service standards.
Collaboration & Communication
Partner with clinical teams, call center staff, and outreach programs to improve patient access.
Participate in meetings related to care coordination and operational improvement.
Serve as a resource for staff regarding access barriers and navigation best practices.
Other Duties
Perform other related duties as assigned.