Summary
Under the functional supervision and direction of the Referrals Manager, this position assists in navigating patients through the Specialty Groups, including but not limited to: Pain Management, Podiatry, Women’s Health, Behavioral Health, and Case Management. The successful candidate will also assist in navigating patients through the patient centered medical home, providing support to eliminate barriers to care in all aspects of the health care system. In addition, the Patient Navigator assists Care Coordinators and the assigned care team and helps to identify barriers that may be preventing patients from receiving timely and high-quality healthcare treatment and working to find solutions to those barriers.
Essential Functions
- Performs all job functions in a professional and courteous manner. This includes answering all general phone calls timely. Provide excellent customer service to internal and external clients/patients by being responsive to all inquiries in a timely manner.
- Performs job duties collaboratively with health center management and exercises good judgement.
- Fosters and promotes a culture of service excellence and accountability.
- Consistently adheres to a high standard of professional ethics; conducts self in an ethical manner and is a role model to others.
- Complies with organizational policies and procedures
- Call scheduled patients two days and 1 day prior to their visit as a reminder and logs in EMR as telephone encounter.
- Reviews patient files in advance to identify any missing information not captured, identify outdated registration paperwork.
- May follow-up on appointments after provider has seen the patient as a customer service contact.
- Documents in EPIC all notes and updates regarding any patient contact.
- Assist care team to create, prepare, and send letters to corresponding patient for any no-shows, document file for any missing records and work with referral coordinators to obtain past due referral updates.
- Assist care team in pre- screening patients prior to their scheduled appointment. If new registration or re-certification is needed connects them to a Case Manager or Benefit Specialist.
- Follow up with no shows and schedule appointment as soon as possible or when requested from provider. Know the policies and procedures regarding no show patients.
- Coordinate with care team to schedule timely ER Follow-up appointments and Pre-Op appointments when necessary.
- Provide resources as linkage to community services such as housing, transportation, shelter, meals, etc.
- Work with outreach if transportation is needed, Transportation is only to be used for medical and specialty appointments.
- Tracking authorized patient visits, requesting additional visits if needed from the health plan.
- Creating referral orders for nurses to sign.
- Maintaining provider productivity by monitoring provider schedules daily.
- Document within the referral authorization number, cpt codes, notes, and assign referral to the appropriate patient appointment.
- Monitor the fax system for any authorizations incoming from the health plan or other POS for specialties.
- Navigate the internal/incoming work-queue and closing out referrals associated with patient appointments within the clinic.
- Work with clinic staff and other community partner agencies to become knowledgeable about available services that may be helpful to patients.
- Promotes and believes in BACHC mission statement “Helping People Heal”.
- Believes and aligns with BACHC core Values of Compassion, Respect, Integrity, Accountability and Teamwork.
- Treats everyone equally regardless of racial, ethnic, religious, social, and economic status or background.
- Attend all staff and required in-service trainings.
- Perform all other duties as assigned.
Physical Demands
This is mostly in an office setting; however, this position may require sitting for long periods of time. Walking, bending and reaching may be required as well.
Position Type and Expected Hours of Work
This is a full-time position. Days and hours of work are Monday through Friday with hours of 7:30am to 6:30pm. However, these hours may be change as the clinic standard hours may change.
Travel
Travel is sometimes required locally, and out of the area for training occasionally.
Education and Experience
1. High School Diploma or equivalent required
2. Previous clerical experience
3. Medical terminology / background
4. Basic Computer Skills (Microsoft Office, Internet Applications)
5. Clear and effective Communication skills
6. Able to display adaptability, empathy, patience, and has a positive attitude
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice to fit the needs of this position and BACHC.
BACHC is an EEO and an At Will Employer
Job Type: Full-time
Pay: $18.50 - $38.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Education:
- High school or equivalent (Required)
Experience:
- Referrals: 1 year (Preferred)
- Medical scheduling: 1 year (Preferred)
- OB GYN scheduling: 1 year (Preferred)
Work Location: In person
