Patient Navigator

Family Health Care Centers of Greater Los Angeles; Los Angeles (CA); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Medical Benefits

403 B

Dental Benefit

Holiday observances

Sick Leave

Vision Benefit

Birthday Holiday

Life Insurance

Paid Vacation

AFLAC Benefits

Employee Assistance Program

Job summary

Family Health Care Centers of Greater Los Angeles is seeking a Patient Navigator to enhance care coordination within the QI framework. You will work with the C.M.O. and healthcare teams to identify patient needs and guide them through the health system.

Responsibilities include patient education, scheduling optimization, and ensuring diabetic patients receive EyePACS retina photography; requires bilingual communication and strong organizational skills.

Qualifications

• High school diploma or GED required.
• FQHC experience preferred.
• Must speak Spanish.
• Excellent written and verbal communication.
• Analytical and detail-oriented with strong organizational skills.
• Ability to work with diverse communities and staff.

Responsibilities

• Greet clients and visitors.
• Provide health education and instructions to patients and families.
• Pull GAP Reports, i2i Tracks, and NextGen reports to identify overdue preventive care.
• Contact patients to follow up per Q.I./Q.A. and HEDIS goals.
• Assist patients in understanding health system access and limitations.
• Maintain HIPAA confidentiality and proper use of EHR/PMS.
• Attend quarterly staff trainings and meetings.
• Coordinate with providers to improve patient flow and care coordination.
• Assist in intake and provide information on services offered on site.
• Coordinate EyePACS retina photography scheduling and reminders for diabetic patients.

Skills

Excellent analytical skills

Excellent writing and verbal skills

Spanish language ability

Strong interpersonal skills

Problem-solving

Initiative

Prioritization under pressure

Education

High school diploma

Tools

NextGen EHR

Microsoft Word

Excel

Job description

Mission

"To enhance the quality of life for men, women and children in the greater Los Angeles area through the provision of high quality, accessible and affordable healthcare services."

Position Title

Patient Navigator

Department

Q.I.

Reports To

QI Coordinator

Position Overview

The Patient Navigator will work closely with FHCCGLA’s C.M.O. and healthcare teams to improve coordination of patient care. The Patient Navigator will assist FHCCGLA patients by identifying their needs as per FHCCGLA’s Quality Improvement (Q.I./Q.A.) and HEDIS goals.

Duties & Responsibilities

• Greet all clients, visitors, and other contacts from the general public.
• Conducts brief conversations with patient and family member(s) as applicable to provide instructions or health education information (e.g., fecal occult instructions, etc.) as needed.
• Patient navigator will pull GAP Reports, i2i Tracks System, and NextGen Reports to determine which patients are due for various preventive care health maintenance measures and follow‑up.
• Makes contact attempts to patients as directed following FHCCGLA’s Q.I./Q.A. & HEDIS goals and objectives.
• Assists clients from diverse cultural backgrounds in understanding the health system in terms of access or limits to services.
• Maintains communication with FHCCGLA providers both verbally or by setting up communication flags through the E.H.R.
• Undertakes continuous self‑improvement, attending applicable training, seminars, in‑services, and educational classes to maintain skills competency and current knowledge for standard of care and effective practices.
• Responsible for following all agency safety and health standards, regulations, procedures, policies, and practices.
• Identifies, initiates, and implements measures to deliver high quality care to patients and improve services.
• Responds efficiently and timely to all patient and provider staff needs and inquiries.
• Ensures excellent customer service to all FHCCGLA patients.
• Works with the operations managers to manage patient scheduling and flow to address bottlenecks, scheduling issues, etc.
• Handles patient grievances according to FHCCGLA’s Policy & Procedure.
• Assists in developing, updates & reviews of FHCCGLA Policies & Procedures (P&P’s) as needed (with input from all other key personnel).
• Ensures HIPAA compliance by maintaining strict confidentiality of all patient data and E.H.R./Practice Management System (PMS) according to regulations and FHCCGLA’s P&P’s.
• Attends the following meetings/trainings
• Mandatory Quarterly Staff Meeting/Trainings- Quarterly (Jan., Apr., Jul. & Oct.)
• Corporate Risk Management Meeting- Quarterly (Jan., Apr., Jul. & Oct.), as needed (advanced notice will be provided when feasible)
• Clinical & Operations (C&O) Meeting- As needed (advanced notice will be provided when feasible)
• Meetings with FHCCGLA’s Executive Leadership, as needed (advanced notice will be provided when feasible)
• Other pertinent meetings- As scheduled
• Remains informed of
• Current legal and regulatory changes related to scope of practice.
• Specific programs/payors, insurances accepted, and services being offered at FHCCGLA.
• All applicable Policies & Procedures.
• Shall serve as a liaison between clients and medical staff.
• Facilitates the flow of information regarding updates and changes from front and back office staff as necessary.
• Assist clients with completion of forms.
• Provides information on services offered on site.
• Shall assist as an EyePACS Photographer.
• Responsible to ensure that all FHCCGLA diabetic patients are being scheduled for an EyePACS retinal photography appointment (create Memo’s, send emails, etc. as reminders to FHCCGLA providers/staff to schedule their patients for an appointment).
• Shall take “capture” and upload digital images of diabetic patient’s retina through the use of the U.C. Berkley provided photography equipment.
• Shall follow‑up with all no‑shows.
• Shall use the “store and forward” electronic consult technology digital images that are taken and forward to the EyePACS website.
• Shall forward electronically all digital images taken of all diabetic patients retina to a trained U.C. Berkley provider for interpretation.
• Shall ensure to meet U.C. Berkley’s requirement of 30 retinal photographs per month. If unable to meet the required # will notify supervisor and develop a plan by mid‑month in efforts to reach goal.
• Educate clients regarding available benefits (health coverage programs) and will refer directly to FHCCGLA outreach & enrollment specialists for eligibility screening and/or application assistance.
• Represents the clinic in all matters dealing with the delivery of health care services and works closely with the Chief Medical Officer.
• Works closely with the outreach team in greeting/receiving new clients and assisting with the intake process.
• Required to attend meetings as scheduled (e.g., Q.I./Q.A., Quarterly Staff Meeting/Training, Medical Advisory Committee Meeting, etc.).
• All other tasks as assigned.

Benefits

• Medical Benefits - FHCCGLA pays 100% of employee’s Kaiser; Anthem Blue Cross; Health Net; and United Health Care coverage (HMO Plan) subject to change during open enrollment.
• 403 B - Through Mutual of America, the company matches up to 5% of employee’s salary.
• Dental Benefit - MetLife Only (HMO/PPO Plan).
• 11 Holidays Observed.
• 2 Floating Holidays
• Vision Benefit - MetLife Plan.
• 1 Birthday Holiday
• Life Insurance - Accidental Death & Dismemberment; and Long‑term Disability.
• 7 Paid Sick Leave - 56 hours Full‑Time
• Paid Sick Leave - 40, Part‑Time and Per‑Diem
• Employee Assistance Program
• 2 weeks’ Vacation
• AFLAC Benefits

Minimum Qualifications

• High school diploma, minimum (or GED equivalent).
• FQHC experience, highly preferred.
• Excellent analytical skills.
• Motivation to take initiative to ensure all tasks performed are completed thoroughly and accurately.
• Excellent writing and verbal communication skills.
• Knowledge of administrative principles and procedures.
• Computer knowledge preferred (e.g., NextGen (E.H.R. & PMS), Microsoft Word and Excel).
• Ability to speak Spanish, required.
• Experience working with clients and staff from diverse socio‑economic, ethnic and cultural backgrounds, preferred.
• Strong interpersonal and problem‑solving skills, to include persuasiveness, assertiveness, initiative and sensitivity when dealing with patients as well as agency staff.
• Ability to take initiative in performing and completing tasks.
• Ability to prioritize workload and work under pressure of deadlines.
• Willingness to adapt to changes in clinic schedules, agency growth and expansion.
• Ability to function self‑sufficiently, requiring little supervision.
• Commitment to the mission & vision of Family Health Care Centers of Greater Los Angeles, Inc.
• Medical Assistant experience, preferred.
• Transportation required. Will need to travel to FHCCGLA clinic sites as necessary.
• Evenings and weekends may be required.
• Current California Driver License.

Additional Eligibility Qualifications

• Ability to work well with others in a professional and team‑oriented environment.
• Well‑developed interpersonal skills, friendly personality and able to motivate staff by promoting teamwork.
• Ability to relate to the public regardless of ethnic, religion and economic status.
• Excellent communication skills.
• Willingness to travel.
• Strong planning and organizational skills.
• Problem analysis and critical thinking skills.
• Excellent customer service skills.
• Knowledge of the following (but not limited to), preferred