The Patient Navigator is the patient’s program liaison. Primarily telephonic, this role is responsible for ensuring that the patient experiences a smooth transition from an admission or outpatient procedure back to the home setting. Throughout the duration of services, the Patient Navigator will communicate with patients and caregivers to uncover and act on possible barriers to a healthy outcome, thereby safeguarding against unnecessary readmissions.
- Serve as the patient’s liaison throughout the life cycle of the program by addressing program specific quality measures and adhering to company guidelines/standard operating procedures.
- Make all patient welcome calls on date of notification of assignment and/or discharge. Make appropriate and timely patient appointments, confirmations, and appointment reminders. Mail letters as needed.
- Complete telephonic inpatient visits with patients utilizing current standard operating procedures.
- Notify all appropriate departments of data related patient case updates.
- Outreach to patients providers and input appointments.
- Place regular/consistent outreaches to the patient.
- Adhere to established guidelines for case closings.
- Provide support to patients either prior to admission for an elective procedure, post-discharge from the hospital, or post-procedure.
- Identify and connect patient to resources for addressing Social Determinants of Health (SDOH).
- Outreach to the appropriate party to report any benefit, authorization, claim or eligibility related issue.
- Prepare information for patient case status summaries, success stories, etc. and participate in daily huddles, weekly meetings, and other scheduled events, both internally, and with clients externally.
- Take initiative to proactively resolve and or support tough patient cases via communication to management and or clients during weekly meetings.
- Prepare, communicate, and follow through on patient flagpole/escalation communications to management.
- Conduct and collaborate on creating action plans for patient readmission.
- Review system related tasks and email instructions throughout the day for management of daily responsibilities in order to effectively and thoroughly manage all assigned patient cases to completion.
- Maintain patient outreach and daily activities for cases assigned to out of office Patient Navigators and peers as directed by leadership team.
- Document accurately all phone calls, interventions, appointments and other system related data points in PILOT system within 24 hours.
- Consistently meet position Key Performance Indicator metrics as defined by leadership
- Utilize all internal database alerts and daily/weekly reports to effectively and thoroughly manage all assigned patient cases to completion of company programs.
- Other duties as assigned by leadership may exist to meet business needs.
- High school diploma or GED required; Associate Degree or higher from an accredited college preferred
- Minimum 2 years of strong customer service and/or healthcare experience in a fast-paced environment
- Strong working knowledge of medical terminology and healthcare landscape preferred
- Excellent written and verbal communication skills
- Able to act independently with minimum supervision
- Excellent problem solving, critical thinking, and organizational skills
- Must be organized and able to prioritize, plan, and handle multiple tasks/demands simultaneously
- Ability to verbally articulate and communicate with patients, manager, team members, and customers
- Computer proficiency to include typing, data entry, internet research, and spelling accuracy
- Proficient with Microsoft Office applications including Word, Excel and PowerPoint
Work Conditions and Physical Requirements
- Ability to establish a home office workspace
- Ability to view screen and enter data into a laptop computer (or similar hardware) within a standard time period
- Ability to communicate with Clients and team members including use of cellular phone or comparable communication device.
- Ability to remain stationary for an extended time period (1 – 2 hours)
naviHealth is improving the healthcare experience for seniors to live more fulfilling lives. For nearly a decade, naviHealth has been a trusted partner for the nation’s top health plans, health systems, and at-risk physician groups navigating the shift from volume to value. Powered by a predictive technology and decision support platform that provides clinicians and care teams with evidence-based protocols, naviHealth’s high-touch, proven care model fully supports patients from pre-acute through to the home. With naviHealth, patients can enjoy more days at home, and healthcare providers and health plans can significantly reduce costs specific to unnecessary care and readmissions. For more information about naviHealth, visit navihealth.com.
Improving the healthcare experience for seniors to live a more fulfilling life
Rooted in respect
Guided by purpose
Devoted to service
Energized by impact
The above statements are intended to describe the general nature and level of work performed by colleagues assigned to this job. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications. naviHealth reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.
naviHealth is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or any other protected status under applicable laws and will not be discriminated against on the basis of disability.