Patient Experience Navigator

About the Role

MedQuest Imaging, a trusted partner of Novant Health, is seeking a dynamic Patient Experience Navigator to join our team at the Breast Imaging Center. We are a premier manager of outpatient diagnostic imaging facilities dedicated to team member growth and development.

Responsibilities

• Schedule all procedures and handle registration activities, including gathering and processing patient demographic and insurance information.
• Secure complete and authenticated signed orders for scheduled procedures.
• Capture and enter high-quality patient demographic and financial information via telephone interviews, hard copy documentation, or direct patient contact, adapting the process to the patient’s age.
• Comply with departmental policies for attendance, punctuality, procedures, and safety, as well as organizational policies and procedures.
• Maintain satisfactory attendance at educational and departmental meetings, including mandatory education sessions, and pursue continuing professional education opportunities.
• Coordinate with insurance verification and pre-certification teams to ensure appropriate referral information is obtained prior to or during scheduled appointments.
• Assist patients with billing issues, insurance coverage questions, and procedure changes for unsponsored patients.
• Maintain up-to-date knowledge of insurance carriers requiring prior authorization for procedures.
• Coordinate schedules with other physician appointments, outside referrals, and/or therapy, and work with center staff to manage STAT add-on exams.
• Maintain scheduling knowledge and requirements for procedures, seeking relevant training or cross-training from supervisors.
• Organize and manage time effectively to optimize productivity and meet departmental scheduling and quality goals.
• Demonstrate a positive image, composure in difficult situations, and use best judgment to resolve patient problems or escalate issues to supervisors.
• Answer phone calls from outside clinicians and take requests from referring physicians for scheduling procedures.
• Perform all other duties as assigned.

Requirements

• High School Diploma or GED.
• 1 year of experience in a related field.
• Ability to understand basic medical terminology.
• Excellent interpersonal and communication skills, with experience in customer relations in a professional environment.
• Ability to organize and prioritize work in a stressful environment.
• Ability to work effectively as a team member and be self-directed.
• Good problem-solving skills.
• Exemplary keyboarding skills and experience with patient registration systems and personal computers.
• Basic knowledge of hospital-performed procedures.

Schedule

Full-time, Monday through Friday.

About MedQuest Imaging

Founded in 1996, MedQuest is one of the most experienced outpatient imaging providers in the United States. The company operates a mixed network of independent and hospital-affiliated radiology centers performing diagnostic tests such as mammography, MRI, CT, ultrasound, and X-ray. MedQuest uses proprietary systems and processes to optimize center operations, control costs, and deliver an unmatched patient experience. A career with MedQuest includes limited or no weekend work, competitive salaries and benefits, and hybrid/remote opportunities based on role.