Patient Navigator

The schedule for this position is on-site, M-F 8 hour days. May need to occasionally travel to additional OSS locations.

JOB SUMMARY:

Provides exceptional customer service to OSS Health patients by delivering comprehensive coordination of care for patients and their families/caregivers, to eliminate barriers to timely care, facilitate movement through the healthcare system, coordinate interactions with providers, increase patient and provider satisfaction, maintain point of contact with employers and serve as the first point of contact for patients and employers.

QUALIFICATIONS AND EDUCATION:

Education:

·         A high school diploma or its equivalent required.

Qualifications: 

·         A minimum of one year of experience in a customer service role preferred.

·         One year of Orthopedic or hospital experience preferred.

·         Must possess exceptional customer service skills, strong interpersonal skills and critical thinking skills.

·         Must have professional verbal and written communication skills to correspond effectively with all staff, physicians, patients and family members.

·         Must be able to work both independently and as a member of a team. 

·         Must be well organized with a customer oriented approach.

·         Must have the strong ability to prioritize responsibilities.

·         Must be competent in the use of automated appointment scheduling and registration systems, data base software.

·         Basic knowledge of managed care preferred.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

·         Answers incoming phone calls efficiently and professionally, providing exceptional customer service to each caller.

·         Collects patient information and pre-authorizes patients prior to scheduling appointments.

·         Acts as liaison between patient/families and OSS staff to ensure care received exceeds expectations.

·         Acts as central point of contact for all navigated patients; includes interaction with medical, nursing, ancillary services

·         Provides education to patients, families and significant others; acts as information resource to health care professional, patients and the public in regards to OSS Health procedures.

·         Acts as the patient’s concierge from initial contact and continuing through completion of services, ensuring excellent patient experience.

·         Collects and reports data from patient and employers on barriers, health care and experience in general.

·         Assists patients with referrals to outside resources and care coordination as needed.

·         Follows established departmental policies, procedures and objectives.

·         Collaborates with medical providers, patient care staff and clinic management in the planning and implementation of patient and staff education of direct to employer program.

·         Performs miscellaneous job-related duties as assigned

·         Contact for Colleges/Schools that are contracted through the Sports Medicine department for scheduling and patient paperwork.

·         Company Direct Program Lead for all Major Accounts

·         Acts as Administrator for Coral Health Services, Surgery Plus, Lantern Health, Valenz Health, Hostcare.

·         Ensures all Physicians are credentialed with major referral accounts.

SUPERVISORY RESPONSIBILITIES:

LANGUAGE SKILLS:

Ability to communicate effectively with staff, peers, physicians and the public. Ability to speak and understand English fluently.

PHYSICAL DEMANDS: 

Light physical effort; some standing, walking, bending, reaching, stooping; manual dexterity to operate keyboard and other equipment.

 The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

WORK ENVIRONMENT: 

Climate controlled environment with occasional periods of being outside. 

The above statements reflect the general duties considered necessary to describe the principle functions of the job as identified, and shall not be considered as a detailed description of all work requirements that may be inherent in the position.