System Navigator

About the role

Coordinates care with patients during and after visits. Serves as the patient's point of contact for navigating the MedStar system and coordinating follow-up care by setting up appointments based on referrals and orders provided by physicians. Demonstrates extensive knowledge of physician scheduling protocols and competency to service all service lines, sub-specialties, or locations. Advocates on the caller/customer's behalf to ensure their needs are met and to promote the perfect patient experience. Demonstrates ability to establish and maintain effective relationships with patients and their families through active listening, empathy, courtesy, and professionalism. Regular, consistent attendance is an essential job function. Has the ability to assist with hospital discharge follow-up. Provides operational support to the leadership overseeing appointment scheduling, patient referral, and other service line functions within the Contact Center including the Care Navigation team.

Responsibilities

• Assists in coordinating patient care from an administrative perspective by scheduling hospital and Urgent Care follow-up visits, specialist visits, and procedures when applicable.
• Coordinates follow-up care and responds promptly to the clinical team (Urgent Care Providers, Hospitalist/Attending Physicians, Transitional Care Nurses, etc.) across Hospitals and other MedStar Health entities including phone calls, emails, MedConnect pools, TEAMS channel/chats, and all other forms of communication.
• Acts as a Patient Relations Representative. If social barriers arise during follow-up, connects patients with appropriate support (e.g., Community Health Advocate, Transitional Care Nurses, Financial Advocate).
• Demonstrates behavior consistent with MedStar Health's mission, vision, goals, objectives, and patient care philosophy.
• Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards, and safety standards. Complies with governmental and accreditation regulations.
• Monitors the new and pending Follow-up Navigator order tracker, the Timely Follow-Up tracker, Urgent Care Referral Pool, and ensures timely and accurate completion of follow-up actions status.
• Ensures that all relevant information is thoroughly documented in the patient's chart, Follow-Up Navigator, and Timely Follow-Up trackers.
• Participates in multidisciplinary quality and service improvement teams as appropriate. Participates in meetings, serves on committees, and represents the department and hospital/facility in community outreach efforts as appropriate.
• Supports Leadership with orientation and training for new and existing employees to expand their knowledge and accuracy of scheduling protocols and Care Navigation guidelines.
• Supports Leadership with communication and issue resolution with internal and external customers. Serves as the primary point of contact during leadership absence.
• Provides friendly and professional customer service to patients by answering calls, assisting with questions, and ensuring a positive experience. Works with team members to help resolve patient concerns and refers complex issues to the appropriate staff or supervisor.
• Researches patient appointment options while considering factors such as insurance coverage, transportation, language barriers, and financial need. Updates medical charts, tracks referral coordination efforts, and provides patients with follow-up appointments.
• Supports the needs of multiple patients at the same time. Works with providers and other clinical personnel to provide a seamless patient experience.
• Coordinates with all levels of the team (Director, Manager, Supervisors, Clinical team, Team Leader, and other staff members) to identify the need to modify/update existing support materials or develop new tools.
• Consistently demonstrates the ability to switch between departments, service lines, and sub-specialties. Displays the ability to assist each contact center leader, team, and service line as appropriate.
• Displays characteristics of inquiry, empathy, courtesy, and respect in all communication with stakeholders.

Qualifications

• High School Diploma or GED required
• 1–2 years of experience working in a medical office assisting in the coordination of patient care required (2 years preferred)

Skills

• Basic computer skills
• Familiarity with Microsoft Excel
• Excellent verbal and written communication and customer service skills
• Ability to maintain a work-pace appropriate to the workload within a flexible work schedule
• Ability to establish and maintain effective working relationships across the health system
• Ability to multitask and work with patients from a wide array of backgrounds
• Knowledge of medical terminology and anatomy

Pay

This position has a hiring range of USD $20.57 – USD $36.27 per hour.