Treatment Navigator - Part Time (63430)

UNION COMMUNITY CARE•Lancaster, PA

27d

About The Position

Union Community Care seeks a Treatment Navigator to provide excellent customer service and support patient registration, scheduling, and understanding of treatment options and costs. The role helps patients understand treatment plans and insurance benefits, including prior authorizations, discusses fees, assists with financial arrangements, and coordinates appointments. Treatment Navigators help remove barriers to completing care by working with patients and the Dental Care Team. The position also includes patient check-in, maintaining accurate records in the EHR, verifying insurance eligibility and benefits, collecting payments, offering the Sliding Fee Discount, processing documents, reconciling daily cash, and following up with patients and insurance companies. Employees participate in mandatory all-staff meetings, team meetings, and trainings. The posting also describes additional Coach and Lead duties. Coaches perform Treatment Navigator duties, assist with workflows and errors, educate colleagues on insurance guidelines, train Treatment Navigators, and provide coverage at sites. Leads perform Treatment Navigator Lead duties, work with billing and dental leadership to improve revenue and efficiency, and supervise Treatment Navigators.

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 mathematics skills.
Ability to describe procedures in simple language.
English proficiency.

Nice To Haves

Bilingual.

Responsibilities

Welcome patients and visitors and help establish a positive care experience at all sites.
Answer patient calls professionally and provide telephone customer service.
Check in patients and ensure consents are current and account, demographic, and EHR information is accurate.
Verify and maintain patient demographic information, 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 the registration closing procedure.
Import and scan paperwork, 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.
Coordinate with patients and the care team to complete treatment within the authorized period and reschedule appointments when needed.
Ensure authorizations are in place before appointments and communicate when changes are needed.
Complete and communicate Good Faith Estimates and ensure payment before treatment.
Assist patients with financial arrangements and payment plans that follow Union Community Care guidelines.
Help patients understand treatment plans and coordinate with the Dental Care Team to address barriers to completing care.
Review dental benefits with patients as needed.
Research questions from team members, patients, and insurance companies and follow up with answers.
Run eligibility and benefits checks for patients with upcoming appointments, two days in advance.
Contact patients and insurance companies to obtain updated information.
Perform other work-related duties as assigned.
Participate in mandatory all-staff meetings, team meetings, and trainings.
For Coach duties: research workflows, assist with errors, maintain knowledge of insurance guidelines, educate and train Treatment Navigators, and cover site call-offs and PTO.
For Lead duties: work with the Director of Billing and Director of Dental to address potential revenue loss and improve department efficiency, and supervise Treatment Navigators.