PATIENT ACCESS NAVIGATOR

Primary responsibilities

• Answering incoming calls, live on-line chats and emails;
• Responding to customer needs and inquiries in a professional manner and exhibiting excellent customer service;
• Data entry;
• Verifying insurance benefits with accuracy;
• Resolving customer needs efficiently;
• Scheduling patient appointments;
• Adhering to departmental policies and procedures;
• Projecting a positive image of Covenant Health and its affiliates.

Promotes a positive first image

• Communicating clearly with customers, patients, fellow employees, care team members, and community agencies to facilitate customer care;
• Facilitating customer care by ensuring patients do not encounter any barriers when accessing our services;
• Remaining aware of current services offered throughout the health system;
• Providing advocacy, patient education, and support in accessing community and health system programs and services;
• Responding to customers contacting Covenant Health via MedChat (Helen) in a timely and professional manner;
• Following up on MedChat inbox messages using the secure link to answer patient inquiries in a timely manner;
• Responding to emails and online forms submitted in a timely and courteous manner;
• Developing and maintaining a strong relationship with internal and external staff responsible for connecting patients with services and appointments;
• Scheduling all appointments for new and established patients for Peninsula Outpatient Clinics;
• Maintaining the Covenant Health physician referral directory database and providing physician referrals to patients looking for a doctor to manage their healthcare needs;
• Processing 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;
• Gathering accurate caller/patient demographics and financial/insurance information to process payments or verify insurance benefits;
• Searching proper identifiers to prevent duplicates;
• Working 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;
• Recognizing, documenting, and alerting Call Center Team Lead and Call Center Manager on pertinent procedural changes or trends in customer calls;
• Maintaining well-organized documentation pertaining but not limited to class registrations and Covenant Health marketing campaigns;
• Warmly transferring calls to appropriate staff based on customer needs and works to offer information to respond to the needs of the customer;
• Following up on customer inquiries not immediately resolved;
• Elevating patient complaints in a timely manner to the appropriate leadership team;
• Following established departmental guidelines and procedures;
• 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.

Completes mandatory education requirements annually, works toward achieving goals, objectives, and participates in quality improvement initiatives as requested.

Follows policies, procedures, and safety standards.

Completes required education assignments annually.