Patient Navigator - Bascom Palmer Eye Institute - High-Risk Ophthalmology Registry

University of Miami•Miami, FL

About The Position

The Patient Navigator facilitates patients’ ability to obtain services by identifying barriers to care, coordinating treatment plans, and monitoring implementation and follow-up of services ordered by caregivers. This position supports the Bascom Palmer Eye Institute High-Risk Ophthalmology Registry by conducting patient outreach, helping patients reengage in care, coordinating appointments and diagnostic testing, addressing care barriers, and maintaining accurate records. The role also provides administrative support and maintains the confidentiality of patient information. The navigator reviews the High-Risk Ophthalmology Overdue Registry daily in UChart (Epic) and prioritizes outreach according to the approved protocol. Outreach may include calls, MyChart messages, texts, and letters to overdue patients or the parents or guardians of pediatric patients. The navigator schedules reengaged patients for rescue clinic triage or subspecialty care, coordinates ordered testing, follows up on missed or cancelled appointments, and routes reported symptoms and clinical questions to designated clinical staff the same day according to the escalation protocol. The position works with the nurse navigator to address barriers and gaps in care, including transportation, financial clearance, language, and caregiver availability, and connects patients and caregivers with relevant resources. Additional duties include documenting outreach and dispositions in UChart, explaining consent and HIPAA, obtaining signatures, requesting outside records, participating in registry and care coordination meetings, reporting suspected registry errors and unusual incidents, and performing clerical duties such as faxing, scanning, and copying. Other duties may be assigned as necessary.

Requirements

High school diploma or equivalent, or relevant experience, certification, or license.
At least 1 year of relevant experience.
Ability to learn new procedures, technologies, and protocols and adapt to changing priorities and work demands.
Ability to collaborate with others and contribute to a team environment.
Proficiency with office software, technology, and relevant computer applications.
Strong written and verbal communication skills for interacting with colleagues and stakeholders.
Certification and licensing requirements, if applicable, are specified by the department.

Responsibilities

Conduct patient evaluations to gather information for effective treatment planning.
Help patients access eligible insurance and social service programs.
Remind patients of upcoming appointments and serve as a liaison between patients and providers.
Identify and resolve actual or perceived barriers to care.
Educate and counsel patients on health and life-situation concerns.
Maintain current knowledge of community health, welfare, and other resources available to patients.
Handle patient communications and contact healthcare facilities to obtain medical records.
Address care gaps with the nurse navigator.
Prepare, track, process, review, and file medical records and pathology specimens, using tracking systems for accurate documentation.
Provide administrative support by answering phones, responding to inquiries, directing calls or taking messages, and copying, faxing, emailing, or mailing records while maintaining confidentiality.
Review the High-Risk Ophthalmology Overdue Registry daily in UChart (Epic) and prioritize outreach according to the BPEI-approved protocol.
Contact overdue patients or the parents or guardians of pediatric patients to explain the importance of follow-up and reengage them in care; supplement calls with MyChart messages, texts, and letters according to the outreach cadence.
Schedule reengaged patients for rescue clinic triage or subspecialty care and coordinate ordered diagnostic testing.
Follow up on no-shows and cancelled appointments, including surgical cases cancelled for non-clinical reasons, and reschedule as appropriate.
Work with the nurse navigator to address barriers and care gaps, including transportation, financial clearance, language, and caregiver availability, and provide relevant internal, local, or national resources.
Route patient-reported symptoms and clinical questions to designated BPEI clinical staff the same day according to the escalation protocol.
Maintain accurate UChart records of outreach attempts, barriers, and dispositions in accordance with hospital policy.
Explain consent and HIPAA to patients reporting care elsewhere, obtain signatures, and request outside records for provider review.
Participate in BPEI registry review meetings and Care Coordination navigator team meetings.
Report suspected registry errors to the program lead and UHIT Reporting, and report unusual incidents to supervisory personnel in a timely manner.
Assist with clerical duties such as faxing, scanning, and copying.
Maintain confidentiality of patient information and follow University and unit-level policies and procedures while safeguarding University assets.
Perform other duties as assigned.