Patient Navigator

Cardiovascular Patient Navigator

This position is Monday through Friday 8am-5pm - Hybrid position, with one day a week in office. A

Essential Functions

• Handles and directs calls that relate to appointments, cardiac procedures and testing, pharmacy refills, surgery clearance, testing instructions, implanted heart devices, care coordination, MyChart access, lab orders, release of information, interpreter assistance, etc.

• Identifies urgent patient concerns and collaborates with RN Navigators and Clinic RNs for triage when appropriate. Directs urgent provider calls to the appropriate Intermountain resources efficiently.

• Schedules appointments for office visits, virtual visits, testing, and procedures at multiple clinics for Cardiology services. Schedules for cardiology subspecialties including Electrophysiology, Heart Failure, Vascular, and Device Studies.

• Complex scheduling of procedural and diagnostic testing appointments for multiple clinics and providers based on diagnosis and provider/clinic preferences; must be able to follow pre-determined protocols for scheduling and provide pretest instructions to the patient.

• Documents all conversations to the patient’s electronic medical record when appropriate as well as documenting call categories within ancillary systems. Performs registration duties to include gathering and requesting clinical information, demographics, along with financial and insurance information. Conducts outbound calls related to inbound referrals to our clinics as well as patient recall lists for follow-up appointments and testing.

• Generates cost estimates for services as it relates to office visits and in-office testing; directs patients to financial counseling resources when appropriate.

• Follows guidelines for special/urgent requests regarding schedule modification procedures and coordinates communications with clinical areas to accommodate the patient or provider’s requests.

• Actively participates in quality improvement initiatives. Meets performance standards and call metrics as outlined by the department leadership.

Skills

• Customer Service

• Teamwork

• Verbal and Written Communication

• Critical Thinking

• Working Independently

• Documentation

• Multi-Tasking

• Patient Satisfaction

Minimum Qualifications

• Outstanding interpersonal and verbal communication skills

• Demonstrated ability to work well with coworkers and patients

• Ability to collaborate with multiple teams

• Possess a level of computer literacy that ensures accuracy and timeliness

• Ability to write clearly and professionally through multiple electronic media

• HS or GED required

Preferred Qualifications

• Electronic medical record experience (EPIC)

• Previous call center experience

• Knowledgeable in navigating Microsoft systems (Outlook, Excel, Word, OneNote)

• CNA, MA, EMT, healthcare, or health plan experience

• Medical Terminology

• Bilingual (Spanish preferred)

Physical Requirements

• Ongoing need for employee to see and read information, labels, assess patient needs, operate monitors, identify equipment and supplies.

• Frequent interactions with patient care providers, patients, and visitors that require employee to verbally communicate as well as hear and understand spoken information, alarms, needs, and issues quickly and accurately, particularly during emergency situations.

• Manual dexterity of hands and fingers to manipulate complex and delicate equipment with precision and accuracy. This includes frequent computer use and typing for documenting patient care, accessing needed information, medication preparation, etc.

• Expected to lift and utilize full range of movement to transfer patients. Will also bend to retrieve, lift, and carry supplies and equipment. Typically includes items of varying weights, up to and including heavy items.

• Need to walk and assist with transporting/ambulating patients and obtaining and distributing supplies and equipment. This includes pushing/pulling gurneys and portable equipment, including heavy items. Often required to navigate crowded and busy rooms (full of equipment, power cords on the floor, etc.)

• May be expected to stand in a stationary position for an extended period of time.

• For roles requiring driving: Expected to drive a vehicle which requires sitting, seeing and reading signs, traffic signals, and other vehicles.