Service Line Navigator -Augusta, GA

Wellstar Health System; Augusta (GA); Hybrid; USD 52,000 - 76,000; Full time

Job summary

Wellstar Health System in Augusta, GA seeks a Service Line Navigator in the Comprehensive Access Integrated Scheduling department. This hybrid role requires presence in designated practices part of the week, with remaining time at scheduling locations or remote as directed.

The SLN acts as liaison between scheduling, referring providers, patients, and clinicians; manages referrals, uses Epic, reconciles appointments, and supports STAT/urgent scheduling while collaborating with clinic leadership.

Qualifications

• High school diploma or GED required.
• Experience with scheduling in healthcare settings preferred.
• Strong communication and organizational skills required.
• Familiarity with Epic or similar EMR systems is a plus.

Responsibilities

• Review and balance schedules to optimize appointment slots.
• Submit scheduling changes and tickets in the Service Now system.
• Coordinate referrals and STAT/urgent scheduling with leadership.
• Maintain knowledge of scheduling protocols and clinic terminology.
• Provide professional customer service to patients, providers, and leadership.

Skills

Effective Communications

Attention to detail

Critical thinking

Typing

Education

GED General or High School Diploma

Accredited Medical Assisting or related Associates degree

Tools

Scheduling software

EMR systems

Job description

How would you like to work in a place where your contributions and ideas are valued? A place where you can serve with compassion, pursue excellence and honor every voice? At Wellstar, our mission is simple, yet powerful: to enhance the health and well-being of every person we serve. We are proud to have become a shining example of what's possible when the brightest professionals dedicate themselves to making a difference in the healthcare industry, and in people's lives.

Work Shift

Day (United States of America)

Job Summary

This position reports to the Executive Director, Director, or Manager of the Comprehensive Access Integrated Scheduling department. This is a hybrid role where the individual is required to be available to be in their designated practice(s) at least of the week, with the remaining in scheduling location(s) or remote at the discretion of the department leadership. The Service Line Navigator (SLN) will act as a direct liaison between the Integrated Scheduling department and the practice/clinic and works closely with clinic Administrators, Service Line Managers, Physicians, and Chiefs. The candidate must be able to work independently, without direct supervision and be able to make decisions based on department policies, protocols, and processes. The SLN specializes in referral management and has exceptional capacity for appointing patients by working internal or external provider referrals and managing requests for stat/urgent scheduling by service line leadership and/or physicians, residents, and clinicians. Gleans information from referrals from a variety of formats and entry points. Acts as liaison between scheduling, referring providers, patients, and clinicians. Escalates patients' referral and health concerns in accordance with established guidelines, provides connections to resources for patient access to care, and navigates complex situations while making sound effective decisions.

Core Responsibilities And Essential Functions

1. Capacity Review: Utilizing Provider templates as well as the Daily Appointment Report (DAR) the SLN will review to confirm that: a. Appointments are scheduled in appropriate slots b. Overbooks are correctly approved c. Services are in scope with the physicians practice specialty. d. Under-utilized Schedule: Reach out to the Referral Coordinators and Schedulers to facilitate outbound efforts to increase patient visits. e. Over-utilized Schedule: Coordinate assessment with clinical leadership to determine if appointments should be moved out or assigned to a resident or another provider to balance the schedule.
2. Visit Template (VT) Review: Review the provider VTs with the nurse/clinic manager and make any needed template changes with the support of the CAS Analyst. Submit Service Now (SNOW) Ticket to facilitate necessary revisions.
3. Decision Tree (DT) Review: Ensure DTs are in sync with the VTs to avoid unintended appointment slots or gaps in the schedule. Submit Service Now (SNOW) Ticket to facilitate necessary revisions.
4. Submits Service Now tickets as necessary.
5. Works assigned Service Now tickets promptly.
6. Facilitates Auto Dialer activities to send out automated message(s) for designated service line(s) and or contact patients for the purpose of rescheduling.
7. STAT/ASAP/Urgent /Emergent Referrals: The SLN will be assigned STAT/ASAP/urgent/emergent referrals to work.
8. Works directly with the nurse/clinic manager(s) to ensure STAT/urgent/emergent patients are scheduled in the appropriate time.
9. Participates in clinic, Comprehensive Access, and Integrated Scheduling department meetings.
10. Escalates concerns from the practice leadership, clinicians, physicians and surgeons to the appropriate Access and or Ambulatory leadership for prompt resolution.
11. Other duties as assigned.

Reports:

1. Reviews the WQ Monitoring report and compiles Slicer Dicer report to assess referral volumes
2. Appointment reconciliation: Continue reviewing the legacy system(s) such as IDX or Power Chart to make sure that appointments from IDX and any necessary referrals have been appropriately moved to Epic
3. Referral Queue Management: Responsible for reviewing all assigned Epic work queue(s) to ensure that referrals are worked in a timely manner adhering to first contact within 48 hours of receipt with best practice being 24 hours.
4. Reschedule List: Work with the nurse/clinic manager will determine which patients need a reschedule.
5. Works with the CAS Analysts and leaders to identify additional reporting needs to efficiently monitor referral workflow.

Communication:

1. Provides excellent customer service and displays utmost professionalism in dealing with all parties: Patient, Patient Advocates and Family, Providers, and Clinic Leadership.
2. Maintains current and accurate knowledge base of scheduling practices, clinic protocols and terminology to ensure accurate appointments are scheduled by the scheduling department.
3. Maintains a comprehensive knowledge of registration and scheduling systems, functionality, and processes to ensure patient referrals and appointments are managed in a timely and efficient manner.
4. Communicates verbally and in writing in a professional manner at all times. Performs other duties as assigned Complies with all Wellstar Health System policies, standards of work, and code of conduct.

Required Minimum Education

• GED General or High School Diploma General-Preferred
• Accredited Program Medical Assisting or Associates Health Science or Associates Business Administration/Management or Accredited Program General

Required Minimum License(s) And Certification(s)

All certifications are required upon hire unless otherwise stated.

Additional License(s) And Certification(s)

Certified Specialist Physician Practice Management (CSPPM) within 180 Days Required and CMA - Cert Medical Assistant Upon Hire Preferred or CCA - Cert Coding Associate Upon Hire Preferred or

Required Minimum Experience

Minimum 2 years healthcare experience in Practice or Access Operations including Scheduling or Front Office Required and Minimum 2 years scheduling within a medical practice, proficient in scheduling software and EMR systems Required and Minimum 5 years experience in complex scheduling or practice operations may substitute for an Associate Degree or Accredited certificate program such as that received through technical school program Preferred or

Required Minimum Skills

Effective Communications High Attention to detail High Critical thinking High Typing High