Bariatric Patient Navigator

About the role

Coordinates various administrative and clinical functions requiring in-depth knowledge of the Bariatric Surgery departmental program and services. This role coordinates the day-to-day operations of the multidisciplinary team with integration within the hospital and BIDMC system. Reports to the Practice Manager and Director of Operations of the Center for Specialty Care and Bariatric Surgery Program at BID-Milton and receives direction related to administrative responsibilities in support of HMFP Physicians.

Responsibilities

• Participates within the inpatient rounding process as first point of contact for the Program as patients begin their post-operative journey.
• Assists multidisciplinary program with preparation for Metabolic and Bariatric Accreditation Program, including maintaining surgical manifests, chart preparation, and maintenance of program logs (e.g., support group sessions, meeting minutes).
• Prepares, organizes, and maintains patient records for clinical practice activities and maintains patient records for the physician.
• Organizes and maintains files of correspondence, records, etc., and follows up on pending matters.
• Schedules surgical procedures, maximally utilizing block times, and requests any special equipment required for procedures.
• Schedules preoperative appointments, including pre-operative testing and anesthesia consultation, and schedules postoperative appointments.
• Notifies patients via letter and telephone of time, place, date, and procedures for preoperative testing and surgical procedures.
• Pre-certifies surgeries and tests and verifies insurance information.
• Supports practice by registering patients at check-in.
• Answers, screens, and processes a high volume of incoming practice calls in a professional manner, utilizing and adhering to guidelines for triaging calls; asks appropriate questions and uses independent judgment within scope of knowledge and authority to determine the type of appointment needed and the urgency and resolution of calls.
• Records and forwards accurate and appropriate messages to staff and providers; triages calls for urgent information or services; responds to requests for routine information or assistance within scope of knowledge and authority; resolves and responds to provider email requests in an efficient and professional manner.
• Types correspondence, reports, transcribes letters and patient notes as needed for physicians and/or facilitates notes and letters in CCC system; composes routine correspondence.
• Manages correspondence, reports, fax, copying, billing, referrals, attorney letters, disability forms, requisitions, and other documentation for physicians.
• Organizes and maintains administrative files of correspondence, records, etc., and follows up on pending matters.
• Exhibits excellent customer service and telephone etiquette in all interactions, including utilizing strong and active listening skills and strong oral and written communication skills; de-escalates difficult calls; effectively follows all telephone protocols.
• Communicates regularly with patients, employees, and other hospital personnel; interacts with others to gather and disseminate information.
• Compiles patient material as needed by requesting from physician offices and other medical institutions.
• Interacts with others to gather or disseminate information, maintaining confidentiality as appropriate.
• Independently researches and follows through on a wide variety of information requests, paying close attention to detail.
• Completes sick certificates/disability or other forms requested by patients.
• Provides assistance to the center as needed, including providing back-up for center patient care coordinators.
• Performs other requested duties and projects as required and within scope of skill and competency.
• Performs all duties in accordance with safety and other laws, rules, and regulations as set forth by appropriate regulatory and government agencies and in accordance with established department and hospital policies and procedures.
• May be required to perform similar or related duties reflective of the level of experience as may be necessary on an emergency, temporary, or limited basis or as designated by the physician, Director, Practice Manager, or their designee.
• The nature of the tasks/responsibilities required of employees in this position will likely expose them to blood and body fluids; employees will be oriented to and required to understand and follow universal precautions for infection control.

Qualifications

• Minimum education: Associate degree or an equivalent combination of training and experience with a high school diploma/GED; knowledge of medical terminology.
• Minimum experience: Three years of experience in a healthcare environment preferred; experience working with patient records, billing, and scheduling/registration in a clinical setting is needed.
• Word processing skills and familiarity with Microsoft Office applications and Outlook are necessary.

Skills

• Ability to input data into the computer and analyze data as requested.
• Demonstrates skill in service excellence, including active listening, problem solving, and the ability to remain calm in any emotional or stressful situation.
• Demonstrates attention to detail, strong organizational skills with the ability to prioritize multiple tasks and to work independently.
• Able to communicate providing verbal feedback in a professional manner; must be able to follow directions.
• Must be adaptable and flexible in dealing with a variety of people; personal maturity is an important attribute.

Pay

$20.00 – $27.00 per hour. Actual compensation is determined based on several factors, including seniority, education, training, relevant experience, relevant certifications, geography of work location, job responsibilities, or other applicable factors permissible by law. Compensation may exceed the base hourly rate depending on shift differentials, call pay, premium pay, overtime pay, and other additional pay practices, as applicable to the position and in accordance with the law.