Navigation Center Representative

About the Role

Under the general supervision of the Navigation Center Supervisor, the Navigation Center Representative provides exceptional customer service to patients of Community Health Centers of the Central Coast (CHCCC). The position involves responding to a high volume of inbound calls for scheduling appointments, confirmations, cancellations, and rescheduling, as well as performing insurance and financial class verification. The role also includes processing patient inquiries via phone, email, and Electronic Health Record (EHR) tasking.

Responsibilities

• Provides an exceptional level of customer service to all patients and staff using AIDET Standards.
• Answers the telephone in a courteous, professional manner, following pre-designed scripts when handling patient calls.
• Handles a high volume of inquiries from patients and internal/external customers, managing frequent changes, delays, or unexpected events.
• Processes and directs incoming calls to the appropriate person or department when the Navigation Center cannot assist the caller.
• Schedules, cancels, reschedules, and adheres to scheduling guidelines and frequency limitations.
• Provides directions to CHCCC locations upon request.
• Provides information to patients regarding clinical processes, including referral processes, prescription refills, transportation services, financial programs, and other services.
• Verifies patient insurance in accordance with CHCCC guidelines and informs patients about information needed to apply for financial programs or health insurance options.
• Performs data entry, pre-registers, updates patient information, demographics, and insurance information.
• Ensures patient messages are properly documented in the patient’s EHR.
• Communicates with providers and other health center staff via the electronic health record system.
• Contacts providers/professional staff and places calls at the direction of professional staff (e.g., doctor on call).
• Assists in completing appointment confirmation calls.
• Monitors the queue to ensure calls are answered in a timely manner.
• Executes department goals, such as meeting the required number of calls per day.
• Completes Process Control Board (PCB) hourly and updates Managed Daily Improvement (MDI) Board and Huddle metrics as needed.
• Assists in training, mentoring, and orientation of new and existing staff, including other health center staff.
• Conducts patient outreach as needed or assigned and educates patients on CHCCC services.
• Promotes CHCCC’s Continuous Quality Improvement Program.
• Demonstrates adherence to and observes all safety policies and procedures, including infection control rules and regulations.
• Demonstrates the knowledge and skills necessary to provide care appropriate to the age of patients served (infants, pediatrics, adolescents, adults, or geriatrics).
• Demonstrates knowledge of domestic violence, child, and dependent abuse protocols.
• Demonstrates cultural sensitivity and competence with patients.
• Maintains and adheres to HIPAA, employee confidentiality, and privileged communications (patient, employee, and corporation).

Requirements

• High school diploma or GED equivalent required.
• Minimum one year of customer service experience, preferably in a healthcare setting, or completion of a Medical Assistant training program from an accredited school.
• Excellent verbal and written communication skills.
• Knowledge of medical terminology is desirable.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of patients or employees of the organization.
• Bilingual (ability to read, speak, and write in English and another language) is desirable.
• Intermediate computer literacy to comply with department needs (e.g., electronic medical record documentation).
• Experience with word processing, spreadsheets, email, and keyboarding required.
• Proficiency in Microsoft Office programs required.
• Typing speed of at least 35 words per minute preferred.
• Certificate in Medical Assisting from an accredited school is preferred.
• Possession of a current, valid, and unrestricted California Driver’s License (Class C) required.
• Current CPR (BLS-C) card preferred.
• Required to pass a criminal history background check upon hire.
• Annual health examination; annual Tuberculosis skin test clearance or chest x-ray; proof of immunity to MMR, Varicella, and Hepatitis B; proof of Tdap vaccine; during flu season, must provide proof of influenza vaccine or a signed declination form (if declined, a flu mask is mandatory).

Skills

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rate, ratios, and percent, and to draw and interpret bar graphs.
• Ability to apply sound judgment in understanding and carrying out instructions in written or oral form.
• Ability to make appropriate job decisions following standard office policies and past precedents.

Pay

$22.00 - $23.15 per hour

Physical Demands

• Regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.
• Frequently required to sit, stand, and walk.
• Must regularly lift and/or move up to 10 pounds.
• Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment

• Ability to work in a fast-paced environment with a high volume of inbound calls.
• Must be willing to have a flexible work schedule that may include evenings/weekends and travel as needed.