Navigation Center Coordinator

TriHealth • Blue Ash, OH

1d • Onsite

About The Position

Under supervision, this multi-functional position supports staff, management,
and clinical personnel by executing specific, essential clerical and
coordination duties. As initial contact to HOC for incoming referral inquiries,
is responsible for referral processing and scheduling, along with ensuring
documentation accuracy and integrity within the electronic records system
(Epic). Consistently displays empathy and professionalism while adhering to
associated processes and tasks. Requires excellent communication skills with the
ability to manage patient/family emotions and confrontational customers, as well
as provides comfort with difficult topics. At times, deals with crisis
situations; must be able to manage effectively. Positively communicates with
both HOC staff and referral contacts and follows appropriate channels for
problem identification and resolution.

Requirements

• High School Diploma or GED Degree or GED (Required)
• 1 - 2 years experience Customer Service (Required)
• Computer proficiency in MS Office
• EPIC typing proficiency
• Medical terminology
• Excellent verbal and written communication
• Customer service
• Negotiations skills
• Independent thinker

Responsibilities

• Coordinates and schedules consultation/admission visits for clinical staff in EPIC. Continuous management of Consult/Admission scheduling work queue for pending referrals in EPIC. Assists in coordinating discharges, readmits, and division transfers to IPCC's. Reconciles the IPCC's bed availability and coordinates transport time for acute/respite patients.
• Demonstrates courtesy, respect toward patients, professionals and team members
• Develops and maintains professional, positive relationships and communicates effectively with internal and external customers. Exhibits professional phone and open office etiquette, excellent written and verbal communication, and customer service skills. Acknowledges the work of the department as a shared responsibility and participates fully.
• Monitors office processes; checks documents and communication for accuracy.
• Receives and processes referrals, completing data entry of referrals from all internal and external referral sources, triage of complex referrals, follow-up on pending referrals in appropriate work queues, recordkeeping, DocuSign, correspondence, scanning pertinent documents, and patient contact.
• Receives and routes incoming calls to appropriate recipient(s), effective problem resolution and excellent internal and external customer service skills. Effectively manages calls that deal with crisis situations.
• Thoroughly collects, documents and accurately enters data on new referrals into EPIC, including verification of eligibility and benefits with reimbursement sources, utilizing appropriate work queues for communication. Also includes referral processing and updating documentation to reflect current status, coordinating CNP notification and generating requests to physicians via DocHalo, email or phone.

Benefits

• We offer competitive shift differentials, opportunities for professional growth, and a comprehensive benefits package that may include medical, dental, vision, paid time off, retirement savings plans, and tuition reimbursement.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED