Patient Navigator-Support Assistant - Urology - Full-Time

Erlanger Health System•Chattanooga, TN

1d•Onsite

About The Position

The Urology Patient Navigator/Support Assistant performs a variety of services to support the patient experience and the practice operations. The incumbent will be the primary point of contact for helping patients navigate through multidisciplinary interaction, education, care coordination, resource allocation, and communication as identified by a continuous needs assessment. The expectations are that the liaison will demonstrate professional behavior as he/she interfaces with community partners and patients. In addition, he/she will be accountable for tracking identifiable navigational and quality metrics as well as implementation of interventions to attain and maintain set metrics. The Urology Patient Navigator/Support Assistant is responsible for providing administrative support and coordination of various assignments and projects in support of the Urology Physician Practices physicians and managers for both practice locations. This includes, but is not limited to, referral intake, enrollment, appointment scheduling, patient notifications, billing, data collection, quality improvement initiatives and resource utilization. Provides efficient navigation and movement of patients through the urology care pathways. Effectively organizes, prioritizes, facilitates and maximizes patient experience through timely patient outreach and follow up. Ensures all activities represent the Urology practices to others internal and external to the practices in a highly favorable manner, demonstrating a level of customer service that meets and exceeds expectations for quality, clarity and completeness. This position is involved in a team-based approach to care. Team members are trained to meet the highest level of function for their role as per the State of Tennessee/Georgia guidelines. Is trained and assigned (as per their role and responsibilities) to coordinate care for patients and is trained and assigned to support patients/families/caregivers in self-management, self-efficacy and behavior change. Is trained and assigned (as per their role and responsibilities) to manage the practices' patient population. Participates in the practice's quality improvement process and performance evaluation.

Requirements

High School Diploma or equivalent.
Minimum of three years' related experience in a healthcare environment, preferably within a physician practice.
Ability to function in a self-directed environment and complete job assignments in a timely manner.
Knowledge of organizational functions, policies, and regulations related to physician practice or ambulatory/outpatient clinic setting.
High level of customer service and interpersonal skills.
Effective oral and written communication skills.
Effective organizational and time-management skills.
Excellent computer skills, including Microsoft Office (Excel, Word, Power Point, Outlook, Access).

Nice To Haves

Associates Degree in a related field.
Demonstrating computer competence.
Knowledge of effective business practices.
Effective oral and written communication skills.

Responsibilities

Perform a variety of services to support the patient experience and practice operations.
Serve as the primary point of contact for helping patients navigate multidisciplinary interactions, education, care coordination, resource allocation, and communication.
Demonstrate professional behavior when interfacing with community partners and patients.
Track identifiable navigational and quality metrics and implement interventions to attain and maintain set metrics.
Provide administrative support and coordination of assignments and projects for Urology Physician Practices physicians and managers.
Manage referral intake, enrollment, appointment scheduling, patient notifications, billing, data collection, quality improvement initiatives, and resource utilization.
Ensure efficient navigation and movement of patients through urology care pathways.
Organize, prioritize, facilitate, and maximize patient experience through timely patient outreach and follow-up.
Represent the Urology practices favorably to internal and external stakeholders, demonstrating excellent customer service.
Coordinate care for patients.
Support patients/families/caregivers in self-management, self-efficacy, and behavior change.
Manage the practice's patient population.
Participate in the practice's quality improvement process and performance evaluation.
Manage administrative processes for the urology network of practices, including project coordination, scheduling, assisting physicians with clerical needs, billing support, and data collection/review.
Coordinate and assist in the execution of various projects and quality improvement processes.
Develop and maintain detailed patient profiles, appointments, and status reports.
Provide effective communication and follow-through internally and externally.
Manage and track information in a confidential, secure, and organized systematic approach.
Assist physicians and managers with planning, organizing, coordinating, and implementing administrative functions of patient care and special projects.
Help patients navigate barriers in administrative systems and patient support services.
Proactively facilitate patient healthcare, promote health and comfort, and build awareness of services offered.
Maintain communication with patients and the healthcare team.
Contact patients at risk for missing appointments.
Ensure all administrative documents are accurately filled out and processed.
Build effective working relationships with patients and internal/external customers.
Compose and generate correspondence using word processing software.
Communicate effectively with all types of people and personalities.