Treatment Navigator

UNION COMMUNITY CARE•Lancaster, PA

12d

About The Position

The Treatment Navigator delivers customer service and supports patient access by completing patient registration, scheduling appointments, explaining treatment plans and related costs, and helping patients understand insurance benefits, including prior authorizations. The role reviews fees, assists with financial arrangements, and coordinates appointments to support completion of treatment plans. Treatment Navigators help ensure required authorizations and documents are in place, communicate with patients and care teams, and follow up on questions from patients, team members, and insurance companies. The position is based at the Administration location in Lancaster, Pennsylvania. It also requires participation in mandatory all-staff meetings, team meetings, and trainings. The posting describes additional Coach and Lead duties as separate role variants, including training or supervision responsibilities.

Requirements

High school diploma or GED.
Excellent communication skills.
Familiarity with computer systems.
Excellent customer service and telephone skills.
Organizational skills.
Creative problem-solving skills.
Strong understanding of scheduling.
Ability to work well with others as a team player.
Compliance with HIPAA regulations.
Basic math skills.
Ability to describe procedures in simple language.
English proficiency.

Nice To Haves

Bilingual ability.

Responsibilities

Welcome patients and visitors at all sites and help establish a positive care experience.
Answer patient calls professionally and provide assistance with access to care.
Check patients in; ensure consents are current and demographic and account information is accurate in the EHR.
Verify patient demographics, insurance eligibility, and benefits, and collect copayments and balances.
Offer and apply the Sliding Fee Discount program as appropriate.
Prepare daily batch reports and reconcile the cash drawer using registration closing procedures.
Import and scan paperwork and forms, label and route documents in Athena, and remove duplicate documents and cover sheets.
Schedule treatment appointments, reschedule missed appointments, and contact patients who have not completed treatment or payments.
Coordinate appointments with preauthorizations, BLEs, and treatment plans.
Complete preauthorizations and BLEs to the best of their ability and scan related documents into the EHR.
Communicate with patients and the team to help complete treatment within the authorized period and reschedule appointments when needed.
Ensure authorizations are in place before appointments and communicate when appointment changes are needed.
Provide Good Faith Estimates to patients and ensure payment before treatment.
Assist patients with financial arrangements and create payment plans according to Union Community Care guidelines.
Coordinate with the Dental Care Team and patients to address barriers to completing treatment plans.
Review dental benefits with patients as needed.
Research and follow up on questions from team members, patients, and insurance companies.
Run eligibility and benefits checks for patients with upcoming appointments, two days in advance.
Contact patients or insurance companies to obtain updated information.
Perform other work-related duties as assigned.
Participate in mandatory all-staff meetings, team meetings, and trainings.