Patient Navigator

Description

PATIENT NAVIGATOR JOB SUMMARY 

Patient Navigators work closely with patients, develop trust and support patients while they learn to self-navigate their health information online. Patient Navigator will be responsible for directing patients to resources and manage information.    

PATIENT NAVIGATOR ESSENTIAL DUTIES AND RESPONSIBILITIES 

Patient Portal – MU 1&2 

• Assist patients with electronic access to their health information online and on demand 
• Run daily reports using computer systems to track patients they have assisted  
• Assist patients with the initial log in process and provide overview of the portal features 
• Train patients on how to send messages to the clinics 
• Assist patients over the phone who may have issues navigating through the portal ? Deactivate portal account (patient turns 12 years old) 

New Patient Coordination 

• Make phone call according to a defined protocol to all new patient to address the following items: 

1. Welcome patient and confirm appointment  
2. Provide appropriate directions / parking instructions  
3. Insurance questions 
4. Instruct to bring appropriate paperwork to the first visit  

• Greet new patients and present new patient educational materials, introducing all services offered at CCHC   
• Schedule patients for a dental or optometry initial visit if patient has never had a dental or eye exam (depending on coverage or can pay for service out of pocket)  
• Assist patients to complete registration forms and enrollment in Family PACT or hand them over to Covered CA coordinator  
• Capture referral source – how did they hear about CCHC, why did they choose CCHC for their care? This data can be used to strengthen marketing/outreach efforts in the community and help direct efforts to develop partnerships with the private sector or nonprofits/community organizations   
• Call patients after their initial visit to inquire on their satisfaction and remind them of their next appointment. Log new patient complaints and look for trends and recommend solutions 

Existing Patient Coordination  

• Collect Patient Satisfaction Surveys 
• Ensure waiting room, triage, exam rooms and MA work areas are stockpiled with appropriate health education and marketing materials  

Outreach 

• Call and send welcome packets to new HMO patients assigned to our PCP 
• Processing PIP applications for patients 

Requirements

PATIENT NAVIGATOR EDUCATION AND EXPERIENCE 

• High school diploma or equivalent; Associate Degree preferred 
• Computer Literate with competency in Microsoft Office; Web Online skills • Prior experience with HIPAA regulations preferred. 
• 2 years experience in Customer Service required preferably in Medical Field 
• Bilingual strongly preferred.  
• Must be bilingual in English and Spanish! 

PATIENT INTERACTION EXPECTATIONS

• Greet patients before they greet you
• Listen, respond, and make eye contact with every patient
• Personalize interactions with each patient
• Explain to each patient the process of care
• Provide patients with updates throughout their visit

PATIENT NAVIGATOR PAY RATE: $21/hr

PATIENT NAVIGATOR BENEFITS:

• Medical, Dental and Vision – 100% paid by Employer
• Life Insurance and Accidental Dismemberment – 100% paid by Employer
• Paid Holidays
• Paid Time Off
• 401K
• 401K Matching
• Flexible Spending Account
• Fringe
• Supplemental Insurance to the first visit

PATIENT NAVIGATOR PHYSICAL DEMANDS Work is performed in the reception area involving frequent contact with people. Interaction with others is constant and interruptive. Requires lengthy periods of sitting; also bending, stretching, lifting and stooping. Required manual dexterity, vision correctable to 20/20 and hearing must be in the range of normal for telephone contact. Ability to work in a fast paced environment that may produce stressful conditions at times We are committed to providing equal employment opportunities to all applicants, including those with arrest or conviction records. In accordance with the ULAC Fair Chance Ordinance, we will not inquire about or consider criminal history until after a candidate has received a copy of their background check report. All applicants will be evaluated based on their qualifications and ability to perform the essential functions of the job. For more information, please refer to LA County Fair Chance Hiring.