Patient Navigator

Heart-of-Ohio-Family-Health-Centers-1; Kentucky; On-site; USD 42,000 - 54,000; Full time

Job summary

Heart of Ohio Family Health Centers in Columbus, OH is seeking a Patient Navigator to engage Medicaid patients and improve access to care. The role focuses on outreach calls to patients who miss visits and to coordinate timely medical services.

The navigator will use customer service skills to retain patients, help with insurance applications, and connect patients to community health workers, working within a diverse team.

Qualifications

• One-year experience in medical field or customer service role strongly preferred.
• Education as community health worker, medical assistant, public health, social services, or similar background preferred.
• Multilingual candidates encouraged to apply (Spanish/Somali/Nepali/Haitian Creole).

Responsibilities

• Complete outreach calls to patients who miss medical visits to schedule care.
• Schedule patient visits and coordinate wellness or routine medical care.
• May call patients due to medication pickup or internal referrals and schedule accordingly.
• May text patients via UnityPHM platform to reach difficult clients.
• Assist patients with insurance applications and connect to a CHW when social barriers exist.
• Collaborate with staff across departments to reduce barriers for patients.

Skills

Customer service

Multilingual

Team collaboration

Education

Experience in medical field or healthcare/customer service

Job description

Summary: The Patient Navigator will work to engage patients in taking care of their health with an emphasis on Medicaid patients. The Patient Navigator will call patients who miss medical visits or are otherwise not receiving needed medical services. The Patient Navigator should display customer service skills to assist with retaining patents in our practice.Reports to: Quality ManagerManages: NoDress Requirement: Business Casual or ScrubsWork Schedule:Monday through Friday during standard business hoursTimes are subject to change due to business necessityNon-ExemptKey Responsibilities:Complete outreach calls to patients who miss their medical visits to get them scheduled for care. Schedule patient visitsComplete outreach calls to patients due for medical care such as wellness visits, routine medical care based on the patient’s chronic medical conditions, and more. Depending on organization priorities, may be asked to call patients who are due to pick up medications from our retail pharmacy or contact patients who had an internal referral ordered but not scheduled. Schedule patient visitsMay use UnityPHM platform to text patients who are difficult to reachWhen patients express a poor experience as the reason for not continuing to receive medical care, the Patient Navigator will use customer service skills to attempt to retain the patient in our practice and share patient concerns with the compliance department.When patients express social difficulties like transportation issues or running out of insurance, the Patient Navigator will assist in educating the patient, connecting them to insurance application, or connecting the patient to a CHWWork collaboratively and effectively within a teamEstablish positive, supportive relationships with patientsMotivate patients to be actively engaged in their healthEffectively work with people (staff, clients, doctors, agencies, etc) from diverse backgrounds in reducing cultural and socio-economic barriers between clients and institutionsThis job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.Equipment Operated:TelephoneComputerPrinterFax machineCopierScannerOther office equipment as assignedFacility Environment:Heart of Ohio Family Health operates in multiple locations, in Columbus, OH. All facilities have a medical office environment with front-desk reception area, separate patient examination rooms, nursing stations, pharmacy stock room, business offices, hallways and private toilet facilities. All facilities are ADA compliant.The office area is:kept at a normal working temperaturesanitized dailymaintains standard office environment furniture with adjustable chairsPhysical Demands and Requirements: these may be modified to accurately perform the essential functions of the position:Mobility = ability to easily move without assistanceBending = occasional bending from the waist and kneesReaching = occasional reaching no higher than normal arm stretchLifting/Carry = ability to lift and carry a normal stack of documents or laptopPushing/Pulling = ability to push or pull a normal office environmentDexterity = ability to handle and/or grasp, use a keyboard, calculator, and other office equipment accurately and quicklyHearing = ability to accurately hear and react to the normal tone of a person’s voiceVisual = ability to safely and accurately see and react to factors and objects in a normal settingSpeaking = ability to pronounce words clearly to be understood by another individualRequirements:Education or Experience: One-year experience in medical field or customer service role strongly preferred AND/OR education as community health worker, medical assistant, public health, social services, or similar background preferredBackground check and fingerprintingMultilingual candidates (especially those speaking languages most prevalent in Heart of Ohio Family Health facilities: Spanish/Somali/Nepali/Haitian Creole) are encouraged to apply.