Patient Navigator

J  o  b    D  e  s  c  r  i  p  t  i  o  n

          Joy                         Care                      Competence                    Respect

Position Summary

The Patient Navigator serves as a primary point of contact for patients to support and guide through various aspects of specialty services throughout the health system. Directs and facilitates the efficient and continuous flow of the patient's experience by scheduling provider appointments through treatment, radiation, labs, and testing within hospital departments. Collaborates with clinical care team members and hospital departments to improve patient access to care, reduce days to consult, and minimize delays during the patient encounter, enhancing patient satisfaction.

High School Diploma or GED is required.

Associates degree in health care or business is preferred.

2 years experience in customer service and general clerical/office procedures is required.

1 year healthcare experience is required.

N/A

Communicates clearly and effectively through telephone, personal and/or written communication.

Demonstrates excellent judgment and decision-making skills.

Demonstrates competence in computer systems and applications required for the role.

Excellent customer services skills with patient, patient families, providers, and colleagues.

Possess tact, concern for others, objectivity, and the willingness and ability to adapt to and implement change.

Possesses flexibility to work in a fast paced, dynamic environment

Knowledge of medical terminology. Effectively understand workflows of both clinical and hospital operations or functions

Manage and/or coordinate all clinic and hospital procedures/treatments/visits for patient throughout treatment duration within the specialty area. Optimizes patient satisfaction, provider time, and treatment/exam room utilization by anticipating patient flow and proactively communicating with patient, clinic staff and hospital departments, adjusting as necessary.

Schedules patient appointments for provider visits, treatments, labs, and tests. Provides education to patients about upcoming visits, procedures, and preparation requirements.

Acts as a liaison between the patient and the clinical & hospital team(s) by promoting respectful and effective communication.

Updates and maintains accurate medical records and documentation of patient encounters.

Provides indirect patient care by reviewing inbound referral information, completing workflows to chart review and prioritize scheduling.

Effectively operates various communication systems in a courteous and friendly manner. Triage all incoming queries with the appropriate clinic workflow and documents patient encounter within in EMR.

Retrieves, scans, reviews medical information received from various communication channels to update medical record.

May register patients upon arrival; collecting all required insurance information for clinic, medical records, billing, and payer needs.

Possess the information, skill, and understanding of the work to be performed.  Actively participates in continuing education opportunities and maintains certifications, licensure as appropriate.

Abides by all safety requirements including demonstrating proper hand hygiene and wearing of Personal Protective Equipment (PPE), if applicable. 

Complies with all standards, policies and procedures including dress code, attendance and punctuality.  Attends required in-services and meetings and completes all mandatory competencies by deadline. Commits to keeping all patient, student or colleague information confidential and maintains ongoing communication and collaboration with team members. 

The purpose of this job description is to provide a summary of the major responsibilities performed by colleagues in this position. Colleagues may be requested to perform tasks other than those specifically presented in this job description.  Variances in job duties performed may exist between facilities, and colleagues may perform other related duties as assigned to meet the needs of the organization.

PHYSICAL, MENTAL AND ENVIRONMENTAL REQUIREMENTS

Physical, Mental and Environmental Requirements Category:

Administrative

Standing

X

Walking

X

Sitting

X

Lifting

X

20 lbs.

Carrying

X

20 lbs.

Pushing

X

20 lbs.

Pulling

X

20 lbs.

Climbing

X

Balancing

X

Stooping

X

Kneeling

X

Crouching

X

Crawling

X

Reaching

X

Use of Hands/Dexterity

X

Talking

X

Hearing

X

Eye/Hand/Foot Coordination

X

Extreme Cold

X

Extreme Heat

X

Humid

X

Wet

X

Noise

X

Hazards

X

Temperature Change

X

Atmospheric Conditions

X

Vibration

X

Other