PATIENT ACCESS NAVIGATOR

Responsibilities

• Handles all inquiries through inbound/outbound calls, online chats and emails professionally, accurately, and efficiently.
• Serves as a primary point of contact for customers and provides navigation through the Covenant Health System by ensuring patients do not encounter any barriers when accessing our services.
• Remains aware of current services offered throughout the health system.
• Provides advocacy, patient education, and support in accessing community and health system programs and services.
• Responds to customers contacting Covenant Health via MedChat (Helen) in a timely and professional manner.
• Follows up on MedChat inbox messages using the secure link to answer patient inquiries in a timely manner.
• Responds to emails and online forms submitted in a timely and courteous manner.
• Develops and maintains a strong relationship with internal and external staff responsible for connecting patients with services and appointments.
• Schedules all appointments for new and established patients for Peninsula Outpatient Clinics.
• Maintains the Covenant Health physician referral directory database and provides physician referrals to patients looking for a doctor to manage their healthcare needs.
• Processes Physician Information Forms (PIF) for the health system in a timely manner, ensuring all physician information is accurate and updated in all the Covenant applications which allows for accurate and timely billing and adherence to HIPAA and PHI policies.
• Gathers accurate caller/patient demographics and financial/insurance information to process payments or verify insurance benefits.
• Searches proper identifiers to prevent duplicates.
• Works closely with the business office to ensure notes on Peninsula accounts are updated and entered into the proper computer systems for accurate billing and reimbursement.
• Recognizes, documents, and alerts Call Center Team Lead and Call Center Manager on pertinent procedural changes or trends in customer calls.
• Effectively maintains well-organized documentation pertaining but not limited to class registrations and Covenant Health marketing campaigns.
• Warmly transfers calls to appropriate staff based on customer needs and works to offer information to respond to the needs of the customer.
• Follows up on customer inquiries not immediately resolved.
• Elevates patient complaints in a timely manner to the appropriate leadership team.
• Follows established departmental guidelines and procedures.
• Attends staff meetings and participates in discussions regarding departmental or hospital updates.
• Recommends process improvements and makes suggestions on how to efficiently improve work flow.
• Maintains strict confidentiality in accordance with HIPAA and PHI policies.
• Shreds personal identifiable health information or stores information in a locked cabinet.
• Performs other duties of office personnel on a relief basis or other cross training duties.
• Demonstrates ability to keep up with regulatory and insurance requirements, ensuring that changes are incorporated into daily job functions.
• Displays competence in the use of all IT systems related to insurance verification, patient registration, and scheduling.

Qualifications

• Minimum Education: None specified; will accept any combination of formal education and/or prior work experience sufficient to demonstrate possession of the knowledge, skill and ability needed to perform the essential tasks of the job, typically such as would be equivalent to a high school diploma or GED.
• Preference may be given to individuals possessing a HS diploma or GED.
• Minimum Experience: Must be proficient in relevant computer applications. Must demonstrate excellent customer service skills, verbal communication and listening skills. Previous call center or customer service experience is preferred.