Ancillary Services Patient Navigator

Full-Time

About the role

The Ancillary Services Patient Navigator coordinates and books clinical appointments across multiple specialties. This role serves as the primary point of contact for patients and referring physicians. The scheduler manages calendars for Radiology, Respiratory Therapy, Outpatient Dietary services, and Diabetic Education. The main goal is to optimize department schedules while ensuring an accurate, efficient patient intake process.

Responsibilities

• Schedule complex medical imaging, respiratory therapies, nutritional counseling, and diabetic education sessions.
• Capture accurate patient demographics, insurance details, and clinical order forms.
• Review incoming physician orders for completeness, appropriate indications, and required signatures.
• Verify insurance eligibility and secure necessary prior authorizations before the scheduled service date.
• Provide patients with mandatory preparation guidelines, arrival times, and location directions.
• Communicate frequently with clinical staff regarding schedule changes, urgent add-ons, or cancellations.
• Assists patients in the coordination and completion of appointments at BCMH and decrease barriers to timely treatment.
• Confirms patient demographics and insurance coverage; acquires prior authorization.
• Contacts patient to schedule appointments.
• Confirms patient appointments one business day prior to procedure.
• Educates patient on required exam preparations and pre-appointment paperwork.
• Handles calls with the goal of growing business, customer satisfaction, customer retention, and providing ease of access to BCMH services.
• Communicates with patient care team as necessary to ensure efficient, appropriate care for patients.
• Maintains knowledge of insurance authorization requirements.
• Demonstrates knowledge of BCMH Corporate Compliance plan, Code of Conduct and reporting process of any compliance concerns.
• Completes educational requirements.
• Complies with HIPAA requirements for security and confidentiality.
• Observes all infection control and safety policies and procedures.
• Performs other duties as assigned.

Requirements

• High school diploma or equivalent required. Associate degree preferred.
• Minimum of one year in healthcare scheduling, patient access, or medical billing is preferred.
• Strong foundational knowledge of clinical terms, specifically relating to radiology, respiratory procedures, and diabetes management is preferred.
• Proficiency with hospital EHR systems (Cerner, CPSI, Oracle) and Microsoft Office preferred.
• Exceptional verbal and written communication skills with a focus on empathetic patient interaction.
• Willingness to learn and take advice from others, working within a team dynamic, to develop the skills necessary to provide quality service.
• Must be comfortable working independently.
• Must have the ability to communicate and interact effectively and tactfully with patients, visitors, physicians, and employees. Excellent telephone etiquette is necessary.
• Must demonstrate a daily commitment to the Standards of Behavior and Core Values of BCMH.

Physical and Environmental Requirements

Physical Activities

• Grasping, Keying, Lifting, Reaching, Standing, Stooping, Repetitive Movement
• An individual in this position will be required to carry or lift weights in the range of:
  • Up to 25 pounds frequently
  • Up to 50 pounds occasionally

Sensory and Communicative Activities

• Feeling, Speaking, Hearing, Seeing

Environmental Exposure

• Inside environmental conditions