Patient Care Navigator I

Position Summary

The Patient Care Navigator (PCN) serves as the front-line specialist responsible for patient intake and registration, demographic collection, payment collection, insurance and SFDP eligibility and verification, and navigation support for patients accessing medical, dental, and behavioral health services at Mary’s Center. This role serves as administrative support for clinical services and helps coordinate participant care across interdepartmental teams.

Essential Duties And Responsibilities

• Greet and welcome patients, visitors, and others to Mary’s Center
• Provide Information regarding all Mary’s Center service lines and how to access them
• Provide outstanding customer service to our patients and the public
• Follow HIPAA confidentiality guidelines
• Serve as the front-line team member assisting participants within Medical, Dental, and Behavioral Health services.
• Serve as a liaison for participants between Mary’s Center clinical and non-clinical services as needed.
• Navigate and understand all workflows within EHR system related to participant scheduling, registration, check-in, payment collection, SFDP, insurance eligibility and verification, and other front office duties.
• Check in and register participants in-person and virtually.
• Complete comprehensive registration for new and returning participants.
• Verify and update participant demographics, contact information, emergency contacts, family relationships, PCP information, and FPL data.
• Collect and verify insurance information, including Medicaid, Medicare, and commercial plans.
• Enroll participants in Mary’s Center’s Sliding Fee Discount Program.
• Inform and assist participants with local and statewide entitlement programs.
• Absorb and assist in scheduling follow-up/recall appointments ensuring continuity of care.
• Confirm participant appointments by phone, text, patient portal, or email.
• Absorb and assist in scheduling and rescheduling provider panels.
• Maintain checks on reception areas, updating appointment status by end of the day, alerting clinical staff of unusually long participant waiting times, or obtaining assistance in any unusual situations including participant conflicts.
• Cookordinate interpretation services for participants with language access or ASL needs.
• Perform other clerical support functions; scanning, telephone encounters, documentation of appointments or referrals, and completing medical records release forms.
• Perform administrative chart reviews such as HIPAA, Consent to Treatment, ASQ.
• Calculate and collect patient copays, deductibles, sliding fee scale discounts, and balances.
• Scan and upload required documents (ID, insurance cards, income verification).
• Connect participants to community resources, including transportation, pharmacy services, and other supportive resources.
• Exhibit and promote a standard of excellence in the performance of all duties and interactions with participants, co-workers, and outside contacts.
• Participate in required internal and external resource and workflow training.
• Perform other duties assigned by a supervisor.

Qualifications

• Minimum of High School Diploma or GED equivalent.
• Ability to communicate effectively in English is required. Ability to communicate effectively in at least one language commonly spoken by participants served by the program (e.g., Spanish or Amharic) is strongly preferred or required based on role assignment and program needs.
• Regularly required to sit; frequently required to reach with hands and arms, walk, stoop, kneel, crouch, talk or hear; must be able to lift objects up to twenty-five (25) pounds.