Patient Navigator

St. Luke’s University Health Network•Allentown, PA

About The Position

St. Luke's is proud of the skills, experience and compassion of its employees. The employees of St. Luke's are our most valuable asset! Individually and together, our employees are dedicated to satisfying the mission of our organization which is an unwavering commitment to excellence as we care for the sick and injured; educate physicians, nurses and other health care providers; and improve access to care in the communities we serve, regardless of a patient's ability to pay for health care. The primary purpose of the Patient Navigator is to successfully guide incoming patients through the Cancer Center Network. The Patient Navigator assumes responsibility and accountability in the Oncology Service Line for the management of all incoming patient appointments via the HOPELINE. The Patient Navigator is responsible for providing support, directing and connecting to all resources and communication between multi-disciplinary teams throughout the Cancer Center. The Patient Navigator works to eliminate the anxiety of patients by helping to navigate the Oncology Network and ensuring an appropriate and timely appointment is made. The Patient Navigator follows up with all new patients to ensure that patient was satisfied with physician, care and all treatment aspects that are associated with that patient’s experience in the Cancer Center Network.

Requirements

High School Diploma with Medical Office Experience.
Must be proficient in Microsoft Outlook, Word, and Excel.

Nice To Haves

Registration systems a plus.
1-3 years in Healthcare preferred.
Experience in Oncology a plus.

Responsibilities

Serves as the primary contact for patient after initial consult within Oncology Service Line.
Coordinates the care between oncology specialties and ensures all aspects of patient’s requests and needs are met at all times, while providing the utmost in customer service skills.
Ensures all intake data for appointment requests are collected, completed and communicated according to the established standard operating procedures and in compliance with all requirements of each individual registration system, and each individual office policy.
Gathers medical records, slides and films needed for appointment. Confirmed receipt and review of all received records.
Interviews patient, patient’s representative, or referral source to obtain the necessary personal and financial data to determine additional needs throughout the patient journey.
Serves as patient advocate from initial contact to end of treatment, being available to patients and families throughout their care as an open, knowledgeable and empathetic contact for all care needs.
Assess the medical, social, and psychosocial and other care needs of the patient and report to the appropriate Nurse Navigator.
Identify any health disparities and remove and /or assist with barriers to care e.g., transportation or interpreter needed, or appointment with financial counselor.
Provide follow-up phone call to patient to ensure that all needs were met after initial consulr
Track and document patient follow-up phone calls and experience. Ensure that reporting is in place to demonstrate program outcomes and support performance improvement activities.
Support and maintain positive working relationship with all OSL physician practices and outpatient treatment areas.
Maintains confidentiality of all materials handled within the Network/ Entity as well as the proper release of information.
Complies with Network and departmental policies regarding issues of employee, patient and environmental safety and follows appropriate reporting requirements.
Demonstrates/models the Network’s Service Excellence Standards of Performance in interactions with all customers (internal and external).
Demonstrates Performance Improvement in the following areas as appropriate: Clinical Care/Outcomes, Customer/Service Improvement, Operational System/Process, and Safety.
Demonstrates financial responsibility and accountability through the effective and efficient use of resources in daily procedures, processes and practices.
Complies with Network and departmental policies regarding attendance and dress code.
Demonstrates competency in the assessment, range of treatment, knowledge of growth and development and communication appropriate to the age of the patient treated.
Other related duties as assigned.