Telemedicine Navigator

Music City Prep Clinic•Bartlett, TN

About The Position

The Telemedicine Navigator serves as a key point of contact for patients utilizing telehealth and homekit services. This role supports patients before, during, and after virtual visits by providing technical assistance, appointment coordination, and compassionate guidance to ensure timely access to care. The Navigator works closely with providers, clinical teams, and administrative staff to reduce barriers to care and improve patient engagement and retention.

Requirements

Ability to work effectively in a team environment (physicians, staff, volunteers, patients, public and external agencies)
Communicates effectively with use of empathy, integrity,and accuracy.
Must have the ability to take initiative and to exercise independent judgment, decision-making and problem solving expertise.
Proficient in the use of spreadsheets, databases, data-entry, and general office processing software, such as Microsoft Office, Google, etc..

Responsibilities

Maintains a high level of confidentiality and privacy according to the clinic’s policies and procedures and HIPAA compliance.
Follows up with telemedicine/homekit patients in accordance with the Adherence Procedures Document and counsels patients on the importance of remaining adherent.
Documents progress notes in the patient’s chart.
Confirms patients’ receipt, use, and return of home testing kits.
Monitor outstanding lab results for our telemedicine patients’ and encourage patients to complete their lab orders throughout this process
Answers patient questions without making medical determinations
Escalates issues that require a provider’s input and acts as liaison between patient and provider.
Follows up with patient cases assigned through the 340B adherence workflow
Assigns accurate explanations in patient navigation software based on the status of patients.
Works effectively in a team environment.
Completes other tasks as assigned by office management.
Monitor Google calendar and attend meetings as scheduled
Accurately reports hours worked in ADP app and keep your supervisor informed of any deviations of your normal work schedule.
Be available on Google Chat when clocked in for work
Take lunch breaks in accordance to TN state laws and Diversity Health policies
Remain logged into any and all platforms where pt corresponds with us, and accept calls that come in to the Adherence Dept. during working hours
Monitor Athena inbox/portal messages and respond timely
Serve as the primary patient contact for telemedicine services, navigating patients through visit preparation and post-visit care
Provide real-time assistance to patients experiencing technical or access issues before or during telehealth appointments
Accurately document patient interactions, outcomes, and follow-up actions in electronic medical record systems used by MCPC
Maintain data related to patients who were seen for each clinic for clinic tally purposes
Collaborate with the rx management, sometimes acting as a liaison between the patient and rx navigator/pharmacy to ensure timely delivery of medication