Patient Support Navigator

Job Description

Job Description

Are you interested in helping an underserved community?

Do you feel passionate about equitable healthcare?

Are you seeking benefits like medical, vision, and dental insurance, as well as a 403b program with a match, effective your first day of employment?

Please see below:

PATIENT SUPPORT NAVIGATOR:

SUMMARY:

The patient support navigator is an essential position to help support and inform any LCHC patients presenting at the welcome center with education on FMLA/PFML forms, assistance completing the form if physical copy present, acting as a liaison between the patient and provider regarding FMLA/PFML forms, and other patient support needs such as coordinating transportation services for OB/GYN team patients. The patient support navigator will also conduct patient outreach, administration of paperwork, and help aid the OB/GYN providers with Doula reports. This position reports to the OB/GYN team Operations Manager.

BASIC QUALIFICATIONS:

• High School Graduate or Equivalent.
  • History of good attendance and positive work attitude.
  • Bi-lingual in English and Spanish preferred.
  • Knowledge of FMLA/PFML paperwork and processes preferred.
  • Training and/or certification as a community health worker preferred, or willingness to obtain Community Health Worker certification within one year of hire.
  • Strong verbal communications skills.
  • History of good attendance and positive work attitude.

DESIRED QUALIFICATIONS:

• Previous experience working in a medical office, clinic or hospital with demonstrated attention to detail is required
• Training and/or certification as a community health worker highly preferred, or willingness to obtain Community Health Worker certification within six months of hire
• Knowledge of medical terminology preferred
• Certification as a certified medical administrative assistant preferred

CORE RESPONSIBILITIES:

• Respect and maintain patient confidentiality in all aspects of care including use of electronic information.
• Treat all patients in a welcoming and professional manner.
• Demonstrate professionalism by appropriate attire, attendance, attitude, and behavior within the clinical setting.
• Contribute to the team effort by supporting all team members and maintaining an open and positive attitude.
• Welcome new employees and students to the team by assisting with their orientation to the team and mentoring them, as requested.
• Comply with all health center policies and procedures.

CUSTOMER SERVICE:

• Demonstrates an understanding of customer service principles by successfully completing on-line Customer Service training.
• Utilizes the principles of customer service when interacting with patients/clients, team members, and staff from other departments.
• Appropriately handles or seeks support when customer service breakdowns occur.

CULTURAL COMPETENCE:

• Demonstrates knowledge of culture by successfully completing the on-line training on Cultural Competence.
• Utilizes an appreciation of and respect for diversity when interacting with patients/clients, team members, and staff from other departments.
• Responds appropriately or seeks support when confronted with cultural biases or conflicts.

PHYSICAL AND MENTAL REQUIREMENTS OF THE POSITION:

• Work is performed in an office environment and requires the ability to move around in the office, enter and retrieve data from an electronic system, and operate office equipment.
• Ability to reason logically and make sound decisions, to consider alternative and diverse perspectives, to communicate effectively both orally and in writing, to remain poised under all circumstances, and to interact effectively with people in a positive manner that engenders confidence and trust.
• Ability to work effectively and efficiently in high stress and conflict situations.
• Ability to simultaneously address multiple complex problems.
• Ability to work and sustain attention with distractions and/or interruptions.
• Ability to interact appropriately with a variety of individuals including customers/clients.
• Ability to deal with people under adverse circumstances.
• Ability to work as an integral part of a team.
• Ability to maintain regular attendance and be punctual.
• Ability to understand, remember and follow verbal and written instructions.
• Ability to complete assigned tasks without direct supervision.
• Ability to exercise independent judgment and make decisions.
• Ability to perform under stress and/or in emergencies.

SPECIAL REQUIREMENTS:

• The essential duties of this position may present risk of exposure to airborne infection, body fluids, and blood borne pathogens.
• Annual BBP Training is required.
• Up to date immunization and annual TB screening is required.
• COVID19 Vaccine or approved exemption is required
• Hepatitis B vaccine and annual flu immunization are strongly recommended.
• Results of a Background Check Inquiry must be acceptable under health center standards.

SPECIFIC DUTIES AND RESPONSIBILITIES:

1. Serve as a liaison between care teams, patients and other departments/agencies to ensure continuity of patients’ care
2. Process, track, and coordinate the completion of FMLA/PFML forms and OB/Gyn related letters (including organizing documents/forms for scanning/faxing)
3. Communicate with providers, nurses, parents/patients, agencies regarding form completion
4. Utilize EPM, EHR and NSMC (Salem) system to access/input information
5. Run Doula reports at the direction of the Operations Manager
6. Assist patients with referrals for culturally competent programs (such as the Doula program)
7. Coordinate transportation for GYN patients.
8. Comply with LCHC policies and procedures

SUPERVISION RECEIVED:

OB Operations Manager

SUPERVISION EXERCISED:

None