Patient Navigator

SCOPE OF ROLE

Reporting to the Program Manager, Patient Navigation, the Patient Navigator is responsible for providing an exceptional experience for new and returning SH patients, as well as other vulnerable patient populations such as patients recently discharged from an inpatient setting. The Patient Navigator is responsible for ensuring patients have support in overcoming barriers that may prevent engagement, act as a primary point of contact, and provide thorough explanation, coordination and linkage to needed medical and behavioral health services. The Patient Navigator is expected to positively impact the patient attrition rate of these patient populations while on-going provider/clinician relationships are being developed.

HOW YOU’LL SUCCEED

• Effectively establish positive and supportive relationships with patients by phone by providing resources, addressing dissatisfaction, advocating and resolving barriers to care.
• Provide a comprehensive explanation of the breadth of services provided at Signature Health, including Primary Care, Behavioral Health, Dental and Pharmacy.
• Document all patient encounters in the EHR in a timely manner while thoroughly recording billable interventions utilized.
• Work collaboratively with patient’s care teams, once established, to ensure quality integrated care.
• Consistently meet expectations for productivity, including hours of billable services provided, number of patient outreach attempts, and a demonstrated positive impact on patient retention.
• Ensure excellent attendance with minimal unplanned time off/call-offs.
• Facilitate referrals as appropriate based on the patient's expressed needs and preferences, as well as is needed to overcome financial and transportation related barriers to care.
• Ensure all patient registration items, required data and documents are consistently and accurately captured and updated as needed in the EHR.
• Accurately schedule all of Signature Health's available services while ensuring provider/clinician schedules are effectively managed.
• Proficient in Epic, our EHR, and other platforms necessary to complete assigned tasks.
• Demonstrate dependability, patience, kind and professional communication, and willingness to assist colleagues.
• Protect patient confidentiality and right to privacy by adhering to HIPAA regulations at all times.

KNOWLEDGE & EXPERIENCE

• High School diploma required. Associates degree in a related field preferred.
• Two years of experience in a behavioral health environment or equivalent education required.
• Experience working within and EHR preferred. Epic experience a plus.
• QMHS, Peer support, advocacy or other direct patient service experience preferred.
• Verbal and written fluency in Spanish and English a plus.

WORKING CONDITIONS

• Work is normally performed in a typical interior/office/clinical work environment.
• While hours of operation are generally standard, flexibility to work evenings and extended hours may be required.
• Possible exposure to blood borne pathogens while performing job duties.
• Requires periods of sitting, standing, telephone, and computer work.
• Hearing: adequate to hear clients or patients in person, over the telephone or through telehealth technology.
• Speaking: adequate to speak to clients or patients in person, over the telephone or through telehealth technology.
• Visual acuity adequate to perform job duties, including reading information from printed sources and computer screens.
• Physical effort required: occasional lifting and carrying items weighing up to 15 pounds, unassisted.
• Physical demands: frequent bending, reaching, and repetitive hand movements, standing, walking, squatting and sitting, with some lifting, pushing and pulling exerted regularly throughout a regular workday.
• Sufficient dexterity to operate a PC and other office equipment.

Benefits

• Medical, Dental, Vision
• 401k match
• HealthJoy - a no cost medical and mental health online resource available Day 1, and much more
• Robust earned paid time off program (PTO)
• Federal Loan Forgiveness Program (available on eligible roles)
• Professional Development Support