Patient Navigator - Pediatrics

Summary

The Patient Navigator serves as a liaison between patients, their families and healthcare professionals. They work closely, as a team, with the provider(s) to meet the needs of the patients and follows approved guidelines, protocols, and standing orders.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Respond professionally to a high volume of inbound calls/inbox tasks in a timely and efficient manner, following standard operating procedures.
• Works in collaboration of the Pharmacists on the process of reviewing and acting upon refill requests, utilizing the Grace Health approved protocols and raising any concerns with the Pharmacist.
• Schedule appointments following protocol or providers orders.
• Document all communication with patients and family in EMR.
• Inform patients or designated family member of lab/diagnostic results.
• Accurately establish and maintain patient medication profiles for review by the pharmacist.
• Consistently produce quality of work that is above average and meet service level expectations.
• Provide superior customer service to our patients and staff by treating them with respect and dignity while following Grace Health protocols and guidelines.
• Maintain HIPAA requirements.
• Proficient in current technology to provide tasks: entering and updating patient demographics, processing refills and discontinues, and documenting as needed.
• Practice active listening when speaking to patients to ensure the needs of the customer are met prior to completing the call.
• Escalate to Pharmacist/Lead any issues, concerns, or observations that may impact the patient.
• Collaborates with other departments such as diagnostics, referrals, scheduling, community outreach, Grace Health pharmacies, and outside pharmacies.
• Facilitates care with transportation services, home health agencies, physician offices, equipment companies, and nursing homes.
• Aid in completing DME, Guardianship, FLMA, and other forms for patients (or family when applicable).
• Complete preauthorization and patient assistance program requests.
• Document verbal order/advice from providers (sending documentation to providers to sign off).
• Maintain current license/certification(s), if applicable.
• Other duties as assigned.

SKILLS

• Ability to effectively communicate both verbally and in writing.
• Attention to detail is key to ensure accuracy of information relayed and processed.
• Self-motivated and able to exercise independent judgement.
• Ability to manage multiple priorities.
• Adaptable to learning new systems and continual changes in practice environment.
• Team player with a customer-oriented approach and desire to assist people.
• Problem-solving skills and ability to follow through on tasks assigned.

PHYSICAL DEMANDS

• The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodation may be made to enable individuals with disabilities to perform these functions.
• While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk, sit, and use hands to finger, handle, or feel objects, tools, or controls.
• The employee occasionally is required to reach with hands and arms, stoop, kneel, crouch, or crawl, and taste or smell.
• The employee must occasionally lift and /or move up to 50 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT

• Grace Health is a faith-based, federally qualified community health center (FQHC) in southeastern Kentucky. We provide primary health services to underserved, underinsured, and uninsured individuals. Our mission is “to show the love and share the truth of Jesus Christ to southeastern Kentucky through access to compassionate, high-quality, primary health care for the whole person.”
• The work environment characteristics described here represent those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.
• The noise level in the work environment is usually moderate.

Equal Employment Opportunity

• Grace Health provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.