Patient Navigator

SUMMARY: To provide direct high-quality customer service to clinic patients and visitors and maintain a professional and friendly atmosphere. To coordinate AxessPointe Community Health Center Inc. (API) health center appointments provide reception services for patients maintain patient charts and represent the health center in all patient interactions. API manages patient care using a team-based approach in our interactions with patients and working to achieve stated objectives and outcomes.

SUPERVISOR: Health Center Administrator

DUTIES AND RESPONSIBILITIES:

• Provide exemplary customer service too all patients on the phone and in the health centers.
• Answer incoming calls and schedule appointments (both in-office and telehealth).
• Complete patient registration insurance verification and process/scan/fax all necessary paperwork.
• Collect and process co-payments at time of service understand payment arrangement policy and assign accordingly. Complete daily reconciliation of funds collected.
• Complete virtual Telephone Encounters in current operating system and assign to appropriate staff.
• Check patients in & out in a timely manner and consult with clinical support and/or provider staff regarding walk-in patients.
• Assist patients navigate insurance plans process claims and work to create payment plans when necessary.
• Complete insurance eligibility process.
• Patient/Customer Focus: Makes patients and their needs a primary focus of ones actions; shows interest in and understanding of the needs and expectations of internal and external customers; gains patient trust and respect; meets or exceeds patients expectations. Core values of Patient-Focused Care: Timely answering of calls; respect: compassion empathy caring non-judgmental focusing on one patient at a time establish trust and ensure patient satisfaction. Compassionate Care: Treating patients as if they are our family/friends: Platinum Rule (Treat others the way they want to be treated) being kind and courteous showing empathy and not passing judgment showing patients respect understand patients limitations demonstrating professionalism even under stressful situations
• Compliance with current HIPAA policy to assure patient privacy
• Technical/Professional Knowledge and Skills: Possesses acquires and maintains the technical/ professional expertise required to do the job effectively. Demonstrates knowledge through problem solving applying professional judgment and competent performance.
• Support and participate in process improvement efforts.
• Adapts well to changes in assignments and priorities adapts behavior or work methods in response to new information changing conditions or unexpected obstacles. Uses creativity and imagination to develop new insights into situations and applies new solutions to problems. Core Value of Creative Care: open to change optimistic focus on learning and sharing.
• Travel to ALL AxessPointe locations WHEN needed.
• Perform any additional duties assigned by the supervisor

MINIMUM QUALIFICATIONS:

• Minimum of a High School diploma or equivalent is required.
• 1-3 years experience working with underserved/vulnerable populations and working with community resource programs is preferred.
• Essential Technical/Motor Skills: Able to operate computer fax machine printers scanners webcam and other office machines and equipment.
• Ability to successfully complete all required and applicable federal and/or state consumer assistance training.
• Interpersonal Skills: Work independently and as a team member and at times with difficult clients
• Essential Mental Abilities: Ability to meet and interact in positive way with people. Ability to organize and multi-task. Communicate effectively and in a culturally appropriate manner.
• Adhere to the guidelines & principals of API and any of its satellite locations.
• Must have excellent oral and written communication skills and advanced computer skills.
• Must maintain a valid drivers license dependable transportation and be able to travel between health center sites and throughout the health centers service area.
• Must be flexible to work evening and Saturday hours as needed

LICENSES OR CERTIFICATIONS REQUIRED:

• Licensure: None required.

COMPLIANCE:

This position requires compliance with APIs written standards including its Compliance Program and Standards of Conduct and policies and procedures. Such compliance will be an element considered as part of the regular performance evaluation.

Failure to comply with APIs Written Standards which may include the failure to report any conduct or event that potentially violates legal or compliance requirements or APIs Written Standards or for managers and supervisors fails to detect non-compliant conduct where reasonable efforts would have resulted in detection will be met by the enforcement of disciplinary action up to and including possible termination in accordance with APIs Compliance Program Policy and Procedure: Addressing Instances of Non-Compliance through Appropriate Disciplinary Actions.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job the employee is regularly required to sit and use hands to finger handle or feel; to talk; or hear. The employee is frequently required to reach with hands and arms. The employee must occasionally stand walk climb or balance stoop kneel crouch or crawl. The employee must be able to frequently lift up to 25 pounds. The employee may occasionally be required to lift 25 to 50 pounds; however this is not essential; duties may be shifted to accommodate lifting restrictions.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job the employee is frequently required to use close vision (clear vision at 20 inches or less). The employee will occasionally be working near moving mechanical parts be exposed to outdoor weather conditions and exposed to a risk of electrical shock while running the copier printer other standard equipment and answering the telephone. The noise level in the work environment is low to moderate. Stress level can be high at times.

Note: This job description is not intended to be an exhaustive list of all duties responsibilities or qualifications associated with the job.