Care Navigator

Empath Health•Saint Petersburg, FL

About The Position

Suncoast Hospice, part of Empath Health, is seeking a Care Navigator (Customer Service Specialist) to coordinate service inquiries and provide prompt access to the Empath Health Network of Care. The role maintains excellent customer service by responding with care, compassion, empathy, and attentiveness to the needs of people reaching out internally and externally. The Care Navigator helps patients and families access Empath Health programs through telephone, website, fax, and walk-in inquiries. They provide customized information and education, triage requests to appropriate programs, coordinate appointments, and ensure referral information is complete and accurately entered into the patient’s electronic medical record. The role also provides contact information for hospices outside Empath Health’s service areas when appropriate and maintains confidentiality while listening calmly and compassionately to concerns. The schedule is Monday through Friday, 10:00 a.m. to 6:30 p.m. The employee may be expected to assist, within reason, when Care Navigation coverage is needed outside a normal shift.

Requirements

High school diploma or GED, or one to three months of related experience and/or training, or an equivalent combination of education and experience.
Excellent verbal and written communication skills with patients, families, providers, direct coworkers, and peers.
Excellent multitasking and critical-thinking skills.
Knowledge of Microsoft Office products, including MS Outlook, Word, and Excel.
Excellent typing and computer input skills.
Knowledge of HIPAA compliance regulations.
Basic knowledge of non-hospice healthcare and community resources, medical terminology, and healthcare reimbursement.

Nice To Haves

Bilingual ability.
Knowledge of Home Care Home Base.

Responsibilities

Provide access to the Empath Health Care Continuum through telephone, website, fax, and walk-in inquiries.
Explain information about programs and services in a manner customized to each customer.
Facilitate appointments by using Care Navigation protocols to triage patients to the program that best meets their needs.
Work with patients, families, community providers, and team members to obtain complete and accurate referral information.
Enter referral information into the patient’s electronic medical record consistently, accurately, and in real time.
Provide contact information for hospices outside Empath Health service areas when appropriate.
Maintain patient and family confidentiality.
Use calm, empathetic, and compassionate listening to address fears and concerns.
Assist with Care Navigation coverage outside the normal shift when needed, within reason.