Patient Navigator

AndHealth•Columbus, OH

53d

About The Position

The Patient Navigator guides patients through their journey at AndHealth, helping them receive the care they need and supporting strong health outcomes. The role works with physicians, nurses, health coaches, and the patient services team to improve the patient experience and provide feedback on how to deliver a “wow” experience. The Patient Navigator develops a thorough understanding of internal policies, tools, workflows, and the patient journey. The role supports scheduling, referrals, care documentation, prescription fulfillment, program materials, baseline metrics, team calendars, operational-capacity reporting, training, and the resolution of vendor and product issues. It also identifies patient-feedback trends and opportunities for process improvement, and assists Clinical Leadership with payments for contractors, vendors, and business-related expenses. This position is suited to someone who takes initiative, communicates well, pays close attention to detail, adapts to change, collaborates across organizations, and is comfortable learning new technology and systems. AndHealth describes its workplace as a fun, ambitious start-up environment that values creativity, innovation, learning, and collaboration.

Requirements

Experience working in a clinical setting, ideally outpatient.
Passion for bringing AndHealth programs to those who need them most.
A keen sense of ownership and ability to take initiative to improve each patient’s experience.
A builder’s mentality and willingness to create processes where needed, with follow-through on those processes.
Ability to thrive amid change and quickly adapt to evolving processes to continuously improve the patient and care team experience.
Excellent written and oral communication skills.
Strong attention to detail and ability to successfully handle multiple tasks at once.
A servant-leadership approach in interactions with others.
Energetic, positive, and kind, with a willingness to help make working at AndHealth fun.
Comfort with technology and learning new systems.
Ability to collaborate with people from multiple organizations.

Nice To Haves

Bachelor’s degree preferred.
Experience with prior authorizations preferred.

Responsibilities

Build a deep understanding of relevant internal policies, tools, and workflows.
Maintain timely records of patient communications regarding scheduling, referrals, and care in the EHR, AndHealth App, and Partner EHR.
Schedule coaching calls, physician appointments, and lab visits.
Own the ordering and delivery of program materials, including supplements and other curated materials.
Ensure accurate and timely collection of baseline metrics used to measure outcomes.
Ensure appropriate medications can be filled at patients’ preferred pharmacies or suitable alternatives.
Manage the Health Coaches’ message inbox.
Develop initial insights into opportunities for improvement.
Identify trends in patient feedback and design specific improvement projects.
Become an expert in and deeply understand the patient journey.
Assist with prescription fulfillment, including prior authorization processes and patient assistance programs.
Maintain the clinical care team calendar, including patient and non-patient-related time.
Assist in reporting the care team’s operational capacity using practice management tools through the EMR and AndHealth App.
Provide training to health coaches and physicians on new services introduced to AndHealth programs.
Help resolve vendor- and product-related issues and document processes that reflect resolution.
Assist Clinical Leadership with processing payments for contractors, vendors, and business-related expenses.
Perform other responsibilities as needed based on business needs.