Patient Navigator

Mercy Cedar Rapids•Baltimore, MD

About The Position

This position supports Mercy's philosophy of patient centered care by providing excellent customer service and enabling the facilitation of positive patient outcomes by scheduling referral appointments. This position will serve as a representative for the clinic and hospital to each patient they serve. Patient Navigators help coordinate patient healthcare and connect patients with system providers.

Requirements

Excellent communication and customer service skills, computer skills, organization, time management, attention to detail and the ability to remain poised and efficient in a fast-paced environment.
Two years of customer service experience in a concierge, one-on-one customer interactive environment.
Two years’ experience educating the public/customers on complex topics in easy to understand terms.
High School Diploma or equivalent strongly preferred.
Relevant experience to be considered in lieu of degree.

Nice To Haves

Previous experience with health insurance, and medical terminology/abbreviations preferred.
Experience with scheduling of medical services either in a provider location or hospital setting preferred.
Knowledge of HMO/Managed Care insurances preferred.
Financial counseling service of patients and families preferred.

Responsibilities

Coordinates appointments with providers to ensure timely delivery of office visits, diagnostic and treatment services.
Works task list or referral work queue in electronic health record.
Maintains communication with the patients and the health care providers.
Serves as personal healthcare liaison to Mercy primary care patients, coordinates all services within and outside the Mercy service network.
Obtains prior authorizations as needed for patients.
Provides education and referral options to patient, placing an emphasis on services offered at Mercy Medical Center.
Serves as the clinic representative to Mercy patients by providing patients with accurate and timely information.
Prioritizes the daily scheduling according to date, time, urgency and referral type (radiology, cardiology, orthopedics, etc).
Communicates the date, time, location and any preparation instructions for the scheduled appointment to the patient primarily in person with phone as secondary option.
Faxes appropriate patient order(s) to the facility prior to the referral appointment.
Places follow-up customer service calls to patients following their specialty referral.
Arranges transportation if needed.
Encourages patients to comply with treatment visits.
Follows Mercy's safety guidelines, carries out job-specific safety duties and responsibilities, and promptly reports any unsafe conditions, situations, incidents and injuries.