Navigation Center Representative (Temp)

Family HealthCare Network•Visalia, CA

1d•$21 - $29

About The Position

Primary Accountability The Navigation Center Representative plays an important role with patient access and is responsible for providing scheduling and navigation assistance to FHCN patients. Description of Primary Responsibilities Provides scheduling and navigation assistance to FHCN patients. Schedules, reschedules, confirms, and cancels appointments per established protocols and in adherence to scheduling guidelines, health center procedures, and quality customer service standards. Verifies patient insurance and demographic information to appropriately complete pre-registration and health record updates. Responds to patient scheduling needs retrieved from the patient portal. As a PBX function, receives incoming calls and routes them to appropriate personnel network-wide. As a patient advocate, provides patient education on diversified program services, sends coherent clinical messages regarding patient needs to appropriate health center staff, and performs call follow-ups and outreach as needed, including ER and recall outreach. PBX responsible for uploading Triage Services reports to patient record. Responsible for supporting streamlined patient flow coordination. Scrubs schedules for appropriate visit types and helps to rectify scheduling conflicts to reduce patient wait-time and to maximize provider schedules. Develops and sustains proficiency with electronic medical record system. Maintains knowledge of program services to efficiently navigate patients. Demonstrates knowledge of provider specializations to minimize appointment errors and to help providers achieve their scheduling quotas. Monitors the Navigation Center queue to meet individual and collective performance metrics. Performance metrics relate to the efficient management of calls presented and calls handled, as well as high quality standards. Self-reported performance outcomes also required with some tasks. Performs other duties as assigned.

Requirements

Must possess a high school diploma or General Educational Development (GED) certificate.
Job duties require specific knowledge of office or administrative processes and practices, typically learned on the job, or which may include a series of training sessions that would comprise a few weeks if done consecutively.
Ability to prepare basic correspondence and simple reports in Microsoft Word.
Ability to use Microsoft Excel to create tables and simple displays or information.
Ability to create basic presentations in Microsoft PowerPoint.
Job duties require the employee to effectively communicate routine or non-technical information to co-workers and others.
Effectively communicates written information (including electronic correspondence) and verbal presentations.

Nice To Haves

A minimum of one year experience in health care or call center environment preferred.

Responsibilities

Provides scheduling and navigation assistance to FHCN patients.
Schedules, reschedules, confirms, and cancels appointments per established protocols and in adherence to scheduling guidelines, health center procedures, and quality customer service standards.
Verifies patient insurance and demographic information to appropriately complete pre-registration and health record updates.
Responds to patient scheduling needs retrieved from the patient portal.
As a PBX function, receives incoming calls and routes them to appropriate personnel network-wide.
As a patient advocate, provides patient education on diversified program services, sends coherent clinical messages regarding patient needs to appropriate health center staff, and performs call follow-ups and outreach as needed, including ER and recall outreach.
PBX responsible for uploading Triage Services reports to patient record.
Responsible for supporting streamlined patient flow coordination.
Scrubs schedules for appropriate visit types and helps to rectify scheduling conflicts to reduce patient wait-time and to maximize provider schedules.
Develops and sustains proficiency with electronic medical record system.
Maintains knowledge of program services to efficiently navigate patients.
Demonstrates knowledge of provider specializations to minimize appointment errors and to help providers achieve their scheduling quotas.
Monitors the Navigation Center queue to meet individual and collective performance metrics.
Performs other duties as assigned.