Social Care Navigator

Responsibilities

• Provide empathetic and culturally competent screening for social determinants of health to community members telephonically, virtually, and/or in-person.
• Greet and assist individuals, visitors, and co-workers across various disciplines and service environments in a prompt, courteous, and helpful manner.
• Process screens and referral intake daily, including calls with potential program participants, documentation, and insurance/eligibility verification.
• Answer telephones, screen calls, take messages, and provide information on behalf of individuals receiving services.
• Optimize satisfaction and navigation services when scheduling appointments in person or by telephone.
• Conduct in-home assessments or telephonic assessments with community members.
• Ensure patient comfort by promptly addressing any questions and/or concerns.
• Protect individuals' rights by maintaining confidentiality of personal and financial information, complying with state, federal, and practice guidelines.
• Investigate and resolve account issues in a timely manner.
• Aid individuals in distress by promptly and effectively responding to emergencies, linking to, collaborating with, or referring for services.
• Utilize a variety of EMR systems and IT platforms for the collection, compilation, and entry of information to ensure complete, accurate, and up-to-date records.
• Responsible for documentation, medical and insurance referral records, protocols, and tracking, including maintenance of records, resolving individual referral issues, and securing prior authorizations for collaboration and treatment.
• Assist in responding to requests for Release of Information, including locating and distributing needed documents in a timely manner and consistent with HIPAA guidelines.
• Ensure the timely and accurate entry and/or filing of paperwork and electronic transfers of information received from outside sources into patient records.
• At the time of each visit, verify all patient information, including demographic and insurance information, patient contact, payer contact, registration interfaces, and automated processes.
• Work with the Program Manager or designee to investigate and correct errors, research missing or incorrect account information, identify issues/trends with payers, and appropriately update account activity to facilitate receipt of all reimbursement due.
• Refer patients to appropriate personnel for billing issues, navigation, and care coordination as needed.
• Perform clerical duties including typing, filing, and recordkeeping for services linked to Social Care Outcomes and program management.
• Perform medical records maintenance and transcription duties as needed or assigned.
• Ensure work areas are maintained in a neat and orderly manner.
• Report ideas and suggestions regarding processes, procedures, and protocols to management to facilitate smooth and efficient operation.
• Perform all other duties as needed or assigned.
• Provide off-site services as required by program and schedule.
• Flex daily scheduled work hours per job task requirements to meet with individuals for job-related task completion within the standard workweek.
• Close the referral loop, including ensuring that received referrals are attached to the patient record when complete.
• If referrals or screenings are overdue, contact the patient or referring provider and/or referral source to check the status.
• Request records or additional information as needed to complete referrals.