Patient Navigator

Title:  Patient Navigator  

Department: Quality

Status: Non-Exempt

Position Classification/Category: Administration

Level: N/A

Location: Upper Room

Hourly Pay Range:

Reports To: QI Director  

Direct Reports: N/A

Summary of Position

The Patient Navigator will assist the QI Director in the planning and implementation of a systemic navigation program for patient services, patient retention and quality outcomes improvement at CRCHC. The position serves to primary integrate a fragmented healthcare system for the individual patient. The core function of patient navigation is the elimination of barriers to timely care across all segments of the healthcare continuum. This position exists to support patient retention and to assist with service recovery. In addition, the Patient Navigator will be responsible for assisting senior Leadership with quality, risk, and performance improvement activities at CRCHC to include special projects as assigned.

Minimum Qualifications

Ability to read, write and comprehend instructions in the English language.  Communicate effectively. Interact in a respectful and professional manner with internal and external customers.  Ability to gather and synthesize information.  Able to travel to other CRCHC sites. 

·         Experience: 1 to 2 years of related work or customer service experience preferred

·         Additional skills required: Proficient in Microsoft Office products.  Excellent verbal and written communication skills.  Strong analytical skills and attention to detail. 

• Additional skills preferred: Experience with electronic health records. Knowledge of medical office protocols/procedures.  Knowledge of medical terminology

Education: Bachelor’s degree.

Certification(s)/Licensure: N/A

Physical Requirements:

The physical demands described here represent those that must be met by an employee to successfully perform the essential functions of this job.

·         Repetitive movement of hands and fingers – typing and/or writing.

·         Occasional standing, walking, stooping, kneeling or crouching.

·         Reach with hands and arms.

·         Talk and hear.

Key Responsibilities

1. Acts as a liaison between the patient, their family and internal and/or external service providers. Implements individualized patient navigation plan for patients seeking treatment by facilitation of appointment scheduling, assisting with referral process, providing patient education and linking patients with appropriate support services.


2. Identifies patient's understanding of medical care/outcome and provides appropriate education and resources to address needs.


3. Assists the patient in navigating the navigate the system to include scheduling next appointment, ensuring annual wellness visits, proper completion of forms, correct demographic information, new patient navigation, patient recovery practices, internal referrals to Dental and other supportive services to include MAP, Care Coordination, Behavioral Health, Health Coaching.


4. Empowers patients to self-navigate the healthcare system through education, in addition to marketing initiatives in conjunction with the Marketing Coordinator.


5. Support the Care Coordination Department through outreach for regular preventative screenings and education.


6. Assists people to create their own/unique solutions by acting as a resource of health care information, community support group. Advocates teamwork and multidisciplinary care concept to patients and staff.


7. Promotes the navigation program to the CRCHC community and staff.


8. Identifies and maintains a database of appropriate resources for client support.


9. Recognizes barriers to healthcare and connects patients to the resources they may need.


10. Monitor and document compliance regarding activities and resources needed to fulfill grant(s) and contract(s) in addition to other state and federal requirements and expectations, in conjunction with the CFO and Administrative Director.

11.    Gather, analyze, and monitor patient feedback (comments, complaints, and grievances) on a periodic basis.

12.    Generate periodic reports from EHR to support clinical quality reporting and share the results of reports with impacted staff, leadership, and the Board while providing guidance for continual quality improvement.  

13.    Provides additional administrative support to all quality improvement department projects and initiatives.

14.    Assist and provide guidance to staff with quality improvement projects pertaining to patient retention, satisfaction, or recovery.

15.    Provide support as needed during implementation of clinical and operational projects related to quality improvement.

16.    Performs other duties as assigned.