Patient Navigator

About the role

This job answers incoming calls and makes outgoing calls to schedule patients in technology systems, ensuring a match of physician-specific scheduling guidelines with patient appointment preferences system-wide. Collects and maintains accurate, basic patient information relating to registration and insurance in compliance with HIPAA guidelines. Answers general inquiries or provider questions and directs non-scheduling calls to the appropriate department.

Responsibilities

• Completes all appointment scheduling, cancellation, and confirmation requests within scheduling guidelines to provide the first available appointment in conjunction with patient preferences for time, date, and location and documents interactions in the customer relationship management system.
• Accurately completes basic registration, demographic and insurance information, avoiding duplicate accounts, to ensure timely and accurate payment for services while scheduling appointments.
• Schedules patient appointments system-wide for providers, including specialty and ancillary services, providing proper prep instructions for ancillary and diagnostic procedures and tests using physician specific and department guidelines.
• Appropriately addresses patients' emergency/urgent needs utilizing and adhering to the company's Telephone Receptionist Emergency/Suicide Protocol.
• Processes messages from sources including voice, live chats, patient portals, and texts related to patient and physician requests such as appointments, referrals, prescriptions, and complaints ensuring that all information contained in the message is accurate.
• Assists with training initiatives for new hires and completes daily work assignments to contribute to contact center metrics and performance expectations, including providing one-call resolution.
• Adapts behavior to the specific patient population, including but not limited to: respect for privacy, method of introduction to the patient, adapting explanation of services or procedures to be performed, requesting permissions and communication style.
• Performs other related duties as assigned.

Requirements

• High school diploma or equivalent (Required)
• One year of experience in healthcare, customer service, or related field (Required)
• Associate degree in related field (Preferred)
• Experience in EPIC or other electronic medical record (Preferred)
• Must have transportation to travel to designated organizational facility, as needed

Skills

• Effective verbal and written communication skills and the ability to present information clearly and professionally to diverse range of people using appropriate tone and inflection
• Must be proficient with advanced Windows-style applications, various software packages specific to role and keyboard
• Interpersonal skills to establish and maintain friendly and cooperative work relationships
• Ability to adapt to regional or system changes
• Ability to prioritize, organize, and coordinate multiple work assignments in a fast-paced environment
• Excellent customer relation skills and ability to maintain a professional demeanor
• Ability to utilize multi-functional systems
• Demonstrate proficiency in Epic during introductory period
• Ability to work collaboratively with other departments and functional areas
• Able to multi-task
• Able to demonstrate critical thinking skills
• Knowledge of medical terminology

Physical and Environmental Demands

• Sedentary Work - Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects
• Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time
• Normal routine involves no exposure to blood, body fluid or tissue and as part of their employment, incumbents are not called upon to perform or assist in emergency care or first aid
• The incumbent has no occupational risk for exposure to communicable diseases
• Because the incumbent works within a healthcare setting, there may be occupational risk for exposure to hazardous medications or hazardous waste within the environment through receipt, transport, storage, preparation, dispensing, administration, cleaning and/or disposal of contaminated waste

This response is AI-generated, for reference only.