Patient Navigators

About the role

Triangle MSO, a joint venture of UNC Fertility and IVI North America, is looking for several patient navigators for their Raleigh, North Carolina clinic. This is a full-time role working Monday-Friday from 7:30am-4pm. The Patient Navigator provides administrative support to patients undergoing fertility treatment. This role focuses on ensuring a positive patient experience, managing communications, and coordinating appointments and procedures in collaboration with the medical team.

Essential functions and accountabilities

• Serves as a patient's initial point of contact with the clinic after new patient visit is scheduled
• Welcome patient and assist to ensure portal enrollment, patient intake and new patient paperwork is complete prior to date of first visit
• Investigate patient's preferred communication style, level of detail, learning preferences and engagement needs, documenting insights to support personalized care delivery
• Assist with obtaining previous medical records, as necessary, and ensure patient chart is prepped for new patient consults and follow-up appointments
• Schedule diagnostic testing and procedures
• Educate patients about basic testing processes and timelines. Send appropriate patient education contact and materials
• Collaborate with care team to ensure timely communication of test results and next steps
• Establish a compassionate environment by providing emotional and psychological support to patients; comfort patients by anticipating anxieties, answering questions and addressing concerns
• Share supportive resources with patients such as information about mental health services, support groups or recommend reading materials/websites
• Schedule consultations, appointments, and procedures according to RMA workflows, policies, and clinical practice guidelines
• Maintain accurate and timely patient records in Artemis
• Assist with obtaining previous medical records or outside results, if needed
• Work closely with providers, clinical staff, front desk, the office of patient experience and financial counselors to streamline patient care and improve the overall care experience
• Notify care team of any potential patient requests, concerns or issues prior to date of first visit
• Support patients with education, preparation instructions, and consents for procedures
• Ensure adherence to HIPAA and other patient confidentiality regulations
• Follow clinic workflows, protocols and practice guidelines for documentation and patient care

Academic training

• Associate's degree and/or CMA certification - required
• LPNs preferred
• Previous experience in a healthcare setting required, fertility experience a plus

Position requirements and experience

• Proficient computer skills (Microsoft Office)
• Keyboard skills of 25 words per minute required
• Electronic Medical Records (EMR) experience
• Prior experience in women's healthcare - preferred
• Knowledge of medical terminology
• Excellent oral and written communication, interpersonal and customer service skills
• Strong attention to detail and demonstrated ability to follow-through
• Ability to work autonomously and in a team environment
• Demonstrate a genuine commitment to patient well-being and the ability to communicate with empathy and a patient-centered approach

Benefits

• Medical, Dental, Vision Insurance Options
• Retirement 401K Plan
• Paid Time Off & Paid Holidays
• Company Paid: Life Insurance & Long-Term Disability & AD&D
• Flexible Spending Accounts
• Employee Assistance Program
• Tuition Reimbursement

Pay

IVI-RMA offers a comprehensive benefits package to all employees who work a minimum of 30 hours per week.