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 

• Assist 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 accounts
• Assist 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 
• Collect Patient Satisfaction Surveys 
• Ensure waiting room, triage, exam rooms and MA work areas are stockpiled with appropriate health education and marketing materials
• Call and send welcome packets to new HMO patients assigned to our PCP
• Processing PIP applications for patients 

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 
• Must be bilingual in English and Spanish.

PATIENT NAVIGATOR PAY RATE: $21/hr

PATIENT NAVIGATOR KNOWLEDGE, SKILLS, ABILITIES 

• Excellent oral, written, and interpersonal communication skills. 
• Strong organization skills, initiative, and follow-through. 
• Ability to prioritize and complete multiple tasks in a timely manner. 
• As this is a newly created position, candidates need to be flexible and resourceful and to tolerate some ambiguity. 
• Familiarity with health care industry and basic medical terminology. 
• Ability to follow written and oral directions carefully and pay attention to detail. 
• Ability to find solutions when barriers are identified. 
• Strong documentation skills.  
• Ability to multi-task and prioritize when needed. 
• Ability to independently seek out resources and work collaboratively. 
• Ability to read, understand and follow oral and written instructions.  
• Experience and work ethics that supports working within a high functioning, team-oriented environment. 
• Demonstrates a willingness and ability to work under supervision. 
• Ability to develop and maintain good working relationships with staff. 
• Ability to use computer and learn new software programs. 
• Excellent interpersonal skills reflecting clarity and diplomacy and the ability to communicate accurately and effectively with all levels of staff and management. 
• Demonstrates ability to work in a regulatory climate that includes oversight of state and federal entities, payer contracts etc. 
• Possesses ability to communicate effectively, both verbally and in writing. 
• Possesses genuine respect for others and acceptance of their individual social and cultural traits. 
• Proficient knowledge of Microsoft Outlook. 
• Able to travel and attend professional meetings, conferences, trainings and clinic sites.  
• Demonstrate flexibility, enthusiasm, and willingness to cooperate while working with others in multi-disciplinary teams. 
• Performs other related duties as assigned. 

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.