What are the responsibilities and job description for the Connect Care Hub (CCH) Navigator position at Lowell General Hospital - Saints Campus?
In collaboration with the Connect Care Hub (“CCH”) Medical Director and the Sr. Manager of Practice Operations, the CCH Navigator plays an integral role in the delivery of care in the CCH, a program that is both an outpatient clinic for complex patients (such as heart failure and palliative care) and a referral hub interconnecting several clinical support programs (such as Mobile Integrated Health, pharmacy, and social determinants of health resources).
The CCH Navigator is responsible for the front desk operations of the program, with supervision from the CCH Medical Director and Manager. The position requires strong communication and organizational skills, attention to detail, and the ability to converse comfortably with patients and their caregivers, as well as clinical and administrative staff.
Duties & Responsibilities:
- In collaboration with the CCH Medical Director and the Sr. Manager of Practice Operations, responsible for daily oversight of front desk operations, acting as the first level “go-to person” for the administrative needs of the program.
- Triages and manages telephone calls, utilizing courteous customer service skills.
- Coordinates the scheduling of patient appointments using Athena, the hospital’s automated appointment and billing system.
- Performs reminder and follow-up phone calls to clinic patients who missed their appt.
- Performs all check-in functions and check-out functions.
- Communicates messages between providers and patients, and alerts providers of specific concerns for review at upcoming appointment.
- Orients patients and their families to the Connect Care Hub model of care and documents accordingly.
- Processes referrals for clinical programs associated with CCH, Such as Mobile Integrated Health (MIH).
- Obtains authorizations from insurers using multiple insurance websites, phone, and automated systems.
- Takes minutes at staff meetings to ensure the all tasks are followed up on
- Quickly and efficiently drafts and provides letters to courts, shelters, DCF, and other service providers to verify patient engagement in clinic/general patient advocacy
- Prepares necessary appointment materials, such as MassPAT records, Release of Information forms, intake documentation, etc.
- Ensures the physical environment is maintained. Ensures compliance with Joint Commission, OSHA, HIPAA, and Hospital guidelines.
Requirements:
- High School Diploma or equivalent required, Some college or Associates Degree Required
- 3-5 years of experience in a Medical office or hospital outpatient department experience
What We Offer:
- Competitive salaries & benefits
- 403(b) retirement plan with company match
- Tuition reimbursement
- Free on-campus parking
About Lowell General Hospital:
Lowell General Hospital is an independent, not-for-profit community hospital serving the Greater Lowell area and surrounding communities. With two primary campuses located in Lowell, Massachusetts, we are the second largest community hospital in Massachusetts. We have the latest state-of-the-art technology and a full range of medical and surgical services for patients, from newborns to seniors.
We are also a proud member of Circle Health and in collaboration with the medical community it is our promise to provide our patients with Complete connected care SM
Circle Health is an Equal Opportunity Employer.