Patient Navigator

Mercy Medical Center; Cedar Rapids (IA); On-site; USD 25,000 - 33,000; Full time

Job summary

Mercy Medical Center in Cedar Rapids, IA is seeking a Patient Navigator to coordinate referrals and appointments, acting as a liaison between patients, clinics, and providers to ensure timely care.

The role emphasizes excellent customer service, clear communication, and navigating health insurance processes, with responsibilities spanning scheduling, prior authorizations, transportation, and follow-up outreach.

Qualifications

• Two years of customer service experience in a concierge, one-on-one environment.
• Experience educating the public on complex topics in easy to understand terms.
• Preference for experience with health insurance and medical terminology/abbreviations.
• Experience scheduling medical services in provider locations or hospital settings.
• Knowledge of HMO/Managed Care insurances preferred.
• Financial counseling service experience with patients and families preferred.

Responsibilities

• Coordinates appointments to ensure timely delivery of office visits.
• Works task list or referral work queue in the electronic health record.
• Maintains communication with patients and health care providers.
• Obtains prior authorizations as needed for patients.
• Provides education and referral options to patients, emphasizing Mercy services.
• Places follow-up customer service calls to patients following referrals.
• Arranges transportation if needed.
• Follows Mercy safety guidelines and reports unsafe conditions.

Skills

Customer service

Communication

Computer skills

Organization

Time management

Attention to detail

Education

High School Diploma or equivalent

Tools

Electronic Health Record (EHR)

Job description

Work ShiftDayScheduled Weekly Hours40SummaryThis position supports Mercy's philosophy of patient centered care by providing excellent customer service and enabling the facilitation of positive patient outcomes by scheduling referral appointments. This position will serve as a representative for the clinic and hospital to each patient they serve. Patient Navigators help coordinate patient healthcare and connect patients with system providers.Job DescriptionJob DutiesCoordinates appointments with providers to ensure timely delivery of office visits, diagnostic and treatment services.Works task list or referral work queue in electronic health record.Maintains communication with the patients and the health care providers.Serves as personal healthcare liaison to Mercy primary care patients, coordinates all services within and outside the Mercy service network.Obtains prior authorizations as needed for patients.Provides education and referral options to patient, placing an emphasis on services offered at Mercy Medical Center.Serves as the clinic representative to Mercy patients by providing patients with accurate and timely information.Prioritizes the daily scheduling according to date, time, urgency and referral type (radiology, cardiology, orthopedics, etc).Communicates the date, time, location and any preparation instructions for the scheduled appointment to the patient primarily in person with phone as secondary option.Faxes appropriate patient order(s) to the facility prior to the referral appointment.Places follow-up customer service calls to patients following their specialty referral.Arranges transportation if needed.Encourages patients to comply with treatment visits.Follows Mercy's safety guidelines, carries out job-specific safety duties and responsibilities, and promptly reports any unsafe conditions, situations, incidents and injuries.Knowledge, Skills and AbilitiesExcellent communication and customer service skills, computer skills, organization, time management, attention to detail and the ability to remain poised and efficient in a fast-paced environment.Professional ExperienceTwo years of customer service experience in a concierge, one-on-one customer interactive environment.Two years’ experience educating the public/customers on complex topics in easy to understand terms.Previous experience with health insurance, and medical terminology/abbreviations preferred.Experience with scheduling of medical services either in a provider location or hospital setting preferred.Knowledge of HMO/Managed Care insurances preferred.Financial counseling service of patients and families preferred.EducationHigh School Diploma or equivalent strongly preferred. Relevant experience to be considered in lieu of degree.Licensure, Certification, RegistrationN/APhysical RequirementsSedentary: Exert up to 10 lbs. of force occasionally and/or a minute amount frequentlyPay Rate TypeHourlyMercy is an independent, community-based organization supporting the Cedar Rapids area for over 120 years.Mercy is an equal-opportunity employer. We value diversity, equity, and inclusion and therefore evaluate qualified applicants without regard to race, color, ethnicity, ancestry, sex, sexual orientation, gender identity, marital status, civil union status, parental status, religion, national origin, age, disability, veteran status, and other legally protected characteristics.