PATIENT NAVIGATOR

Summary: The Patient Navigator will work to engage patients in taking care of their health with an emphasis on Medicaid patients. The Patient Navigator will call patients who miss medical visits or are otherwise not receiving needed medical services. The Patient Navigator should display customer service skills to assist with retaining patents in our practice.

Reports to: Quality Manager

Manages: No

Dress Requirement: Business Casual or Scrubs

Work Schedule:

Monday through Friday during standard business hours

Times are subject to change due to business necessity

Non-Exempt

Requirements:

• Education or Experience: One-year experience in medical field or customer service role strongly preferred AND/OR education as community health worker, medical assistant, public health, social services, or similar background preferred
• Background check and fingerprinting
• Multilingual candidates (especially those speaking languages most prevalent in Heart of Ohio Family Health facilities: Spanish/Somali/Nepali/Haitian Creole) are encouraged to apply.

Key Responsibilities:

• Complete outreach calls to patients who miss their medical visits to get them scheduled for care.
• Schedule patient visits
• Complete outreach calls to patients due for medical care such as wellness visits, routine medical care based on the patient’s chronic medical conditions, and more. Depending on organization priorities, may be asked to call patients who are due to pick up medications from our retail pharmacy or contact patients who had an internal referral ordered but not scheduled. Schedule patient visits
• May use UnityPHM platform to text patients who are difficult to reach
• When patients express a poor experience as the reason for not continuing to receive medical care, the Patient Navigator will use customer service skills to attempt to retain the patient in our practice and share patient concerns with the compliance department.
• When patients express social difficulties like transportation issues or running out of insurance, the Patient Navigator will assist in educating the patient, connecting them to insurance application, or connecting the patient to a CHW
• Work collaboratively and effectively within a team
• Establish positive, supportive relationships with patients
• Motivate patients to be actively engaged in their health
• Effectively work with people (staff, clients, doctors, agencies, etc) from diverse backgrounds in reducing cultural and socio-economic barriers between clients and institutions
• This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

Equipment Operated:

Facility Environment:

Heart of Ohio Family Health operates in multiple locations, in Columbus, OH. All facilities have a medical office environment with front-desk reception area, separate patient examination rooms, nursing stations, pharmacy stock room, business offices, hallways and private toilet facilities. All facilities are ADA compliant.

The office area is:

• kept at a normal working temperature
• sanitized daily
• maintains standard office environment furniture with adjustable chairs

Physical Demands and Requirements: these may be modified to accurately perform the essential functions of the position:

• Mobility = ability to easily move without assistance
• Bending = occasional bending from the waist and knees
• Reaching = occasional reaching no higher than normal arm stretch
• Lifting/Carry = ability to lift and carry a normal stack of documents or laptop
• Pushing/Pulling = ability to push or pull a normal office environment
• Dexterity = ability to handle and/or grasp, use a keyboard, calculator, and other office equipment accurately and quickly
• Hearing = ability to accurately hear and react to the normal tone of a person’s voice
• Visual = ability to safely and accurately see and react to factors and objects in a normal setting
• Speaking = ability to pronounce words clearly to be understood by another individual