Patient Navigator

The Fertility Partners US•Stamford, CT

22d•$60,000 - $63,000•Onsite

About The Position

The Patient Navigator coordinates the patient’s experience throughout the continuum of fertility care and acts as a patient ally. The role manages patients’ plans of care to support desired outcomes and works with clinical staff to track treatment cycles and ensure checklist requirements are met in accordance with professional clinical standards. Responsibilities include supporting cycle setup, consent and checklist completion, protocol review, patient communication, appointment coordination, surgery scheduling, and maintaining patient information and medical records. The role is based at Illume Fertility’s Norwalk facility, but the employee may be required to work at any facility and must provide their own transportation. Spanish-English bilingual proficiency is required.

Requirements

Proficiency in verbal and written communication in English and Spanish.
Ability to work effectively in a team environment.
Problem-solving skills in a complex environment.
Effective interpersonal relationship and customer service skills.
Good organizational and time-management skills.
Excellent computer and communication skills.
Ability to handle protected health information in accordance with HIPAA.
Ability to sit and/or stand for up to eight hours per day and perform intermittent walking, standing, and sitting.
Ability to work at any facility and provide own transportation.
Meet immunization requirements, including TB inoculation and flu vaccine, as well as other vaccinations if required.

Nice To Haves

College degree.
Previous experience working in customer or patient service.

Responsibilities

Act as a liaison between patients and clinical staff, assess patient needs, and obtain recommendations from physicians and other health team members.
Meet with new patients to explain the practice, team-based care, and available services.
Coordinate and schedule patient appointments according to treatment cycle and protocol.
Advocate for patients and communicate their questions, complaints, problems, and concerns to appropriate staff.
Explain policies and procedures to patients and refer them to appropriate people or services.
Coordinate with the nursing team to complete cycle checklists and enter laboratory orders for male and female checklists.
Send laboratory requisition forms to patients after nursing review.
Conduct and document patient retention calls at two, six, and twelve weeks, and provide luteal or embryo-transfer support calls.
Schedule bi-monthly meetings with physicians to discuss new patients and request patient lists from a supervisor.
Promote wellness programs, including yoga, support groups, seminars, and nutrition services.
Update patient information in RESource and Athena and obtain medical records from other providers.
Retrieve operative and pathology reports and CT or MRI results for physician review; scan results into Ebridge and pictures into RESource.
Draft physician notes for patients when requested, such as notes for time off work.
Handle protected health information in accordance with HIPAA and the minimum necessary standard.
Set up IUI cycles in RESource with nursing support; create individualized protocol sheets, share them after RN review and approval, ensure checklists are complete, email cycle consents, and enter orders for semen analysis and uterine evaluation.
Schedule surgeries at the applicable in-house or hospital location within 48 hours of receiving an operating-room request; communicate delays or patient-requested postponements to the physician and nursing staff.
Notify the surgery distribution list and the patient’s nurse of appointment and surgery dates; enter related stimulation rows and surgery details on the operating-room schedule; confirm surgery times with patients, including two days before surgery; and prepare pre-operative paperwork.
Call pharmacies as needed to check medication-order status, involve finance when authorization is required, and communicate updates to patients.
Check faxes daily, sort and scan them in Ebridge, and email results to nursing or physicians; leave incomplete results for nurse review.
Review provider schedules in advance for conflicts and communicate template issues or scheduling conflicts to appropriate staff.
Monitor practice visits, check physician schedules for requested visits, and adjust schedules as needed.
Provide administrative support to physicians, including starting an unconfirmed physician referral note after each new-patient visit.
Coordinate teach classes by printing medication protocols and emailing distribution lists to nursing, front desk, coordinators, and finance.
Handle fertility preservation cases as needed and maintain weekly inventory of patient paperwork and materials.
Assist with special events, participate in training and professional activities, serve as backup for the front desk when applicable, and provide additional practice support as needed.