Position Summary:
The Patient Navigator is a healthcare professional who guides health center patients through the complexities of the healthcare system by providing general case management services around social and emotional determinates of health. The Patient Navigator is responsible for ensuring that the needs of the patient are met as best as possible within the designated scope of practice.
The Patient Navigator serves as the main point of contact for patients. The Patient Navigator builds strong relationships with patients and their families to help patients stay engaged in medical care and adhere to their medications. To that end, Patient Navigators spend their time communicating with patients and their families.
Patient Navigators are committed to removing barriers to care by identifying critical resources for patients, helping them navigate through health care services and systems, and promoting patient health. They work closely with the Care Team, which includes doctors, nurse practitioners, physician assistants, RN Care Manager, nurses, behavioral health consultants and other clinical and non-clinical staff to support positive patient health outcomes.
Patient Navigators are critical to helping patients overcome obstacles that may hinder their personal health goals. Therefore, Patient Navigator needs to be motivated to get to know the patients and understand their goals; educate patients on options for improving their health; seek root-cause solutions that hinder improved health outcomes; and understand and communicate what the patient’s care plan process will look like.
To do well in this role, it is critical that the Patient Navigator is able to answer patient’s questions as they arise. The Patient Navigator will be a compassionate, positive individual who is capable of inspiring confidence in the patients served.
Responsibilities:
Patient / Care Team Communication:
Direct patient care to patients both in person and via phone and electronic means
Establish close relationships with and serves as primary point of contact for patients
Provide health education and promote self-management to patients
Communicate with Care Team members to facilitate patient care
Appointment Confirmation
Billing / payment questions
Maintain strict confidentiality in accordance with health center policies including private health information
Interact with patients prior to and after primary care physician appointments to review and update care plan with the RN Care Manager
Interest in educating and coaching patients
Strong understanding of cultural competencies within the target population
Meet with Care Team (including, but not limited to, RN care manager, primary care provider and behavioral health consultant) to discuss patient care issues and needs and facilitate patient health care
Ability to build relationships with different types of people, including patients, organization members, and health care providers
Good communication and interpersonal skills and ability to speak concisely to patients and Care Team members
Passionate, trustworthy, and empathetic when working with patients
Care Navigation / Coordination / Management
Commitment to the mission of care coordination
Organized with the ability to prioritize and problem solve
Confidential patient material and appointment tracking
Introduction to GSCC services
Perform new patient intake services
Eligibility assistance for insurance coverage
Health risk assessments – social determinants of health, etc.
Identify resources for patients to overcome barriers to care, such as transportation, housing, and childcare arrangements
Community resource coordination / referrals
Remain aware of current community services offered by service providers, such as mental health, housing, and employment assistance
Maintain accurate and timely documentation of all patient encounters and complete reporting requirements according to organization standards
Track patient information, schedules, files, and forms in a confidential manner including private health information
Track patient attendance and follow-up at medical appointments as well as any referrals and patient navigation sessions and initiate outreach and missed appointment procedures
Patient education
Observe, report, and assess patient self-administration of medication
Medication restocks calls
Referral and preauthorization management
Translation coordination
Flexible and adaptable in response to changing patient and health care providers’ needs and requests
Exposure to issues of trauma, behavioral health, complex chronic disease, death and dying
Desired Qualifications:
Medical Assistant experience
Ability to communicate and work effectively with people of varying backgrounds, health care professionals and support staff at all levels.
High level of problem solving and critical thinking skills.
Must have respect and regard for the dignity of all patients and their families / caregivers.
Excellent computer skills required for internal communications.
Ability to work independently as well as part of a team.
Education/Experience:
Bachelor’s degree or higher in a social work, psychology, behavioral health, healthcare, or related field
At least three (3) years’ experience in social work, community health, integrated care, or community mental health
Certificates and Licenses:
Commission for Case Manager certification a plus but not required
Full COVID-19 vaccination required