Patient Navigator

About the role

The Outpatient Clinical Liaison acts as a coordinator between internal and external referral sources, and the SABHH acute inpatient service program. The Clinical Liaison is responsible for establishing relationships with business development, case managers, physicians, payors, and other referral sources. This position will coordinate appropriate patient placement (PHP/OIP) through clinical screenings and assessments in collaboration with both hospital Case Managers and the Outpatient Services. The Outpatient Clinical Liaison works closely with the hospital inpatient Admissions Department, Case Managers, and the Admissions/Discharge RNs to ensure a responsive and smooth‑flowing referral and admission process.

Responsibilities

• Provides appropriate telephone etiquette by delivering prompt and courteous service for each call received.
• Schedules patient appointments according to the established provider template, ensuring patient information is current and updated.
• Schedules and relays information within outpatient provider and therapist teams.
• Informs patients of required documentation for registration, account updates, or release of patient information.
• Ensures ongoing tracking and documentation of referrals to promote patient safety.
• Works with the behavioral health (BH) team to increase access and engagement with specialty mental health, substance use, and medical treatment.
• Increases follow‑up rates following hospital discharges.
• Reviews daily discharges and coordinates with discharge teams to schedule outpatient BH appointments as needed.
• Manages the In‑House BH Referral List—reviewing it on Mondays and collaborating with outpatient clinicians and the Outpatient Director to triage and contact patients for appointments.
• Assists with a recall list for patients who missed scheduled BH appointments or screened positive for a BH issue.
• Seeks and supports changes in call‑flow processes and communication services.
• Suggests improvements and participates in organized efforts to enhance service excellence.
• Maintains current knowledge of case management/social services, discharge planning, and hospital programs and services.
• Develops and maintains therapeutic relationships with clients, modeling positive, proactive, and respectful communication.
• Communicates effectively with patients, parents, guardians, and staff regarding outpatient care planning and expectations.
• Helps parents navigate the system to address medical, behavioral health, and social needs, assisting families with non‑medical forms as needed.
• Maintains accurate and timely records of all patient contact activity and client data.
• Tracks referrals and meetings in an Outlook calendar.
• Assists the BH team in rescheduling no‑show appointments weekly to improve patient engagement and reduce no‑show rates.
• Performs other duties as requested.

Requirements

Education and/or Licensure: Minimum High School Diploma or GED. Associates or Bachelor’s degree in social services or a related field preferred.

Experience: One year of experience in a mental health care setting; direct practice in inpatient or outpatient mental health treatment and experience in crisis intervention and customer service preferred.

Additional Requirements: Bilingual English/Spanish preferred but not required.

Knowledge, Skills, and Abilities

• Knowledge of patient rights and laws (e.g., EMTALA) related to mental health and psychiatric nursing regulations.
• Ability to exercise a high degree of diplomacy, tact, and cultural sensitivity; excellent customer service and interpersonal communication skills.
• Basic knowledge of treatment procedures and interventions for acute psychotic and non‑violent crises, as well as medical and psychiatric emergency procedures.
• Effective communication with diverse individuals; ability to remain calm in sensitive situations.
• Judgment in answering questions and releasing information in accordance with HIPAA and Personal Health Information Act requirements.
• Ability to handle confidential information with great sensitivity.
• Well‑developed verbal and written communication skills in English; ability to build and maintain cooperative relationships.
• Strong problem‑solving, prioritizing, and time‑management skills.
• Knowledge of state and federal programs and regulations governing hospital discharge planning and community resources.
• Ability to work on multiple tasks simultaneously to ensure timely completion.
• Exceptional follow‑through on tasks and assignments.

Physical Requirements

• Ability to stoop, kneel, crouch, crawl, reach, stand, walk, push, pull, lift, grasp, and perceive object attributes (size, shape, temperature, texture) with fingertips.
• Ability to express and exchange ideas verbally, often quickly and loudly, when conveying detailed instructions.
• Hearing ability to perceive sounds with no more than 40 dB loss at 1 kHz and 2 kHz, with or without correction.
• Perform repetitive motions with wrists, hands, and fingers.
• Occasional ability to exert up to 100 lb of force and lift, carry, push, pull, or move objects.
• Visual acuity sufficient for administrative and clerical tasks, with or without correction.
• Ability to work and concentrate amid noise, conversation, foot traffic, and frequent interruptions.
• Generally works indoors; not substantially exposed to adverse environmental conditions.

Schedule

Usually works forty (40) hours per week, including weekends.

Benefits

• 401(k) retirement plan
• Medical, dental, and vision insurance
• Short‑Term & Long‑Term Disability insurance
• Health Insurance Vision Insurance Dental Insurance (combined listing)
• Healthcare Spending Account
• Dependent Care Spending Account
• PTO plan with holiday premium pay
• Life insurance (supplemental life, term, and universal plans available)
• Short and long‑term disability with additional buy‑in opportunities