Care Navigator

IMA Medical Group•Kissimmee, FL

1h•Onsite

About The Position

We are excited to announce an opening for a Care Navigator. As a Care Navigator, you will be responsible for educating new members of IMA Medical Group programs and services that support complex conditions, such as, but not limited to, urgent and same-day appointments, 24/7 on-call providers, Diabetes Care Team program, in-house services, and labs. This role is at the clinic and serves as an extension of the Care Management team, and is responsible for providing patient education and navigation of programs and services during new member onboarding within the first 90 days of membership.

Requirements

High school diploma or General Education Degree (GED)
3-5 years of primary care clinic experience as a Medical Assistant
Proficient knowledge of medical terminology
Effective interpersonal skills
Excellent phone skills and exceptional customer service.
Bilingual in English and Spanish

Nice To Haves

Experience with eClinicalWorks, electronic health record
Prior knowledge of the phone contact system
Previous experience educating patients
Prior knowledge of SharePoint and the Microsoft Suite of products
Experience communicating in Microsoft Teams

Responsibilities

Responsible for managing a caseload of new members within their first 90 days of membership for all IMA Medical Group clinics.
Responsible for handling a high volume of both inbound and outbound calls.
Conduct an initial welcome call to new members within IMA Medical group and provide a brief introduction to the programs and services offered to help support their healthcare needs and prevent unnecessary hospital and emergency room visits.
Responsible for conducting follow-up calls after the member’s first new patient appointment to reconcile medications, review orders, review referrals and any needs the patient has. Assist patients with any needs they have and ensure they understand the “Just Come In” philosophy of IMA Medical Group.
Responsible for conducting additional calls to review the policies of IMA Medical Group including IMA Patient responsibilities and code of conduct, No Show and Late Arrival policies.
Educate and direct new patients to utilize the appropriate urgent care services provided by IMA Medical Group and reduce unnecessary emergency room and inpatient admissions.
Complete the hospital/ER follow-up visit appointment scheduling and transition of care for new patients who visit the hospital or Emergency Room.
Coordinate with the clinic Office Manager, Assistant Office Manager, or Care Manager to schedule provider appointments as needed.
Direct calls to the appropriate staff, department lead, or external community and health plan resources as needed to assist all new members with any concerns, issues, or support with healthcare-related inquiries.
Document all interactions in the patient’s electronic medical record and new patient spreadsheet.
Performs other related job duties as assigned by management.