Patient Navigator - Behavioral Health Telephone

Hope Family Health • Westmoreland, TN

10d • Hybrid

About The Position

The Patient Navigator – Telephone is a vital member of the behavioral health care team at HOPE Family Health. This position provides patient-centered support through proactive communication, triaging incoming calls, relaying clinical information, and documenting interactions in the electronic health record (EHR). The Patient Navigator – Telephone helps ensure timely, effective care coordination and serves as a trusted liaison between patients and the behavioral health team.

Requirements

• High School Diploma or equivalent
• Medical Assistant or Licensed Practical Nurse certification
• Current Basic Life Support (BLS) certification
• Proficient in basic computer use, including EHR documentation
• Strong problem-solving skills and ability to exercise sound judgment
• Ability to communicate effectively and professionally with patients, staff, and external stakeholders

Nice To Haves

• Two years of experience in a healthcare or behavioral health setting
• Bilingual in English and Spanish

Responsibilities

• Triages incoming calls to assess urgency and determine appropriate next steps using sound clinical judgment.
• Communicates with patients regarding care needs, testing results, and other provider-directed information in a clear and compassionate manner.
• Documents all patient interactions in the EHR accurately and in real time.
• Provides basic patient education and counseling, including preparation for lab tests or behavioral health services.
• Serves as an interpreter when qualified, facilitating communication between patients and providers.
• Advocates for patient rights and acts as a liaison to ensure compassionate, culturally appropriate care.
• Protects patient confidentiality and complies with all HIPAA regulations.
• Participates in required staff training, including but not limited to HIPAA, OSHA, and departmental updates.
• Performs other duties as assigned by the Behavioral Health Services Manager to support departmental operations and organizational needs.

What This Job Offers

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