Patient Navigator

General Summary

The Patient Navigator is responsible for working directly with patients and their families to discuss any questions, complaints, comments, or suggestions. Advocates for patients in resolution of concerns. Empowers patients through knowledge and emotional support to independently navigate through the patient care pathway.

Essential Job Function/Competencies

• Documents patient care services by charting in the patient’s electronic medical record. Updates information when changes have occurred, or new information is available.
• Guides patients and families through their healthcare experience, answers questions, provides education, helps them to understand their diagnosis and treatment options.
• Resolves patient problems and needs by utilizing team strategies.
• Tracks and documents metrics and outcomes.
• Identifies support groups appropriate for patients and families and coordinates scheduling of appointments.
• Provides age and culturally appropriate information and resources during the diagnostic evaluation.
• Removes obstacles to treatment by scheduling appointments, coordinating referrals, arranging transportation, translation, and other needed services.
• Helps patients navigate insurance claims and works to create payment plans when necessary.
• Ensures that patients are fully informed about their legal rights.
• Performs other position related duties as assigned.

Knowledge | Skills | Abilities

• Knowledge of medical terminology and coding.
• Display exceptional customer service skills.
• Basic computer knowledge that includes Microsoft Office Suite. Knowledge in healthcare systems operations such as EMR.
• Must communicate clearly and effectively in both a written and verbal format.
• Knowledge of patient confidentiality, state laws, HIPAA regulations, and medical records procedures.
• Ability to work independently and communicate appropriately with leader and teammates.
• Understands and is sensitive to patient and family experiences.
• Complies with HIPAA regulations for patient confidentiality.

Education Requirements

• A high school diploma or equivalent required.
• A bachelor's degree in a related field preferred.

Experience Requirements

• At least one year of experience in a medical office setting.
• A minimum of two years experience in customer service relations.

Required Travel

N/A

Physical Demands

• Carrying Weight: 1-25 lbs. - Frequent (34% to 66%), 26-50 lbs. - Occasionally (2% to 33%).
• Pushing/Pulling: 1-25 lbs. - Seldom (up to 2%), 100+ lbs. - Seldom (up to 2%).
• Lifting - Height, Weight: Floor to Chest, 1-25 lbs. - Occasional (2% to 33%), Floor to Chest, 26-50 lbs. - Seldom (up to 2%), Floor to Waist, 1-25 lbs. - Occasional (2% to 33%), Floor to Waist, 26-50 lbs. - Seldom (up to 2%).