Social Care Navigator

The Resource Center; Jamestown (NY); On-site; USD 42,000 - 56,000; Full time

Job summary

The Resource Center in New York is seeking a Patient Access Representative/Navigator to support screening, intake and referral processes across in-person, virtual, and telephone interactions. The role includes greeting visitors and verifying insurance/eligibility, and documenting information in EMR systems while maintaining HIPAA-compliant confidentiality.

Administrative support duties and care coordination across services may be required as part of ensuring smooth access to services for

Qualifications

• Screening for social determinants of health across telephonic, virtual, and in-person channels.
• Greeting, assisting, and coordinating services for individuals, visitors and staff.
• Processing screens and referral intake, including calls, documentation, and eligibility verification.

Responsibilities

• Closing the referral loop and ensuring referrals are attached to the patient records.
• Contacting patients or referring providers if referrals or screenings are overdue.
• Assisting with medical records maintenance, documentation, and HIPAA-compliant handling of information.
• Performing clerical duties including typing, filing, and recordkeeping for services provided.

Skills

Screening for social determinants of健康

Customer service

EMR systems

Insurance eligibility verification

Documentation

HIPAA confidentiality

Administrative support

Referral coordination

Job description

PATIENT ACCESS REPRESENTATIVE/NAVIGATOR JOB DESCRIPTIONCUSTOMER SERVICE/ SCREENING/ NAVIGATION:

• Provide empathetic and culturally competent screening for social determinates of health to community members telephonically, virtually and/or in-person.
• Greets and assists individuals, visitors and co-workers across a variety of disciplines and service environments in a prompt, courteous and helpful manner.
• Process screens and referral intake daily including calls with potential program participants, documentation, and insurance/ eligibility verification.
• Answers telephone, screens calls, takes messages and provides information on behalf of individuals receiving services within various environments.
• Optimizes satisfaction, and screening/navigation services when scheduling appointments in person and/or by telephone. Conduct In-Home Assessments or telephonic assessments with community members.
• Ensures patients comfort by promptly addressing any questions and/or concerns.
• Protects individuals rights by maintaining confidentiality of personal and financial information, and complies with State, Federal and Practice guidelines.
• Investigates and resolves issues with accounts in a timely manner.
• Aids individuals in distress by promptly and effectively responding to emergencies, by linking to, collaborating with, and/or referring for services.PATIENT RECORDS:
• Utilizes a variety of EMR systems and IT platforms systems for the collection, compilation and entry of information to ensure complete, accurate and up-to-date records.
• Responsible for documentation, medical and insurance referral records, protocols and tracking, including maintenance of records, resolving individual referral issues, and securing prior authorizations for collaboration and treatment, as applicable.
• Assists in responding to requests for Release of Information, including location and distribution of needed documents, in a timely manner and consistent with HIPAA guidelines.
• Ensures the timely and accurate entry and/or filing of paperwork and electronic transfers of information received from outside sources into patient record. PATIENT ACCOUNTS:
• At the time of each visit, verifies all patient information, including but not limited to demographic and insurance information, patient contact, payer contact, registration interfaces and automated processes.
• In order to facilitate the receipt of all reimbursement due, works with the Program manager or designee to:
• investigate and correct errors
• research missing or incorrect account information
• identify issues/trends with payers
• appropriately update account activity
• Refers patients to appropriate personnel for billing issues, navigation and care coordination as need arises.ADMINISTRATIVE SUPPORT:
• Performs clerical duties including typing, filing, and recordkeeping for services provided linked to Social Care Outcomes and program management. Performs medical records maintenance and transcription duties as needed or assigned.
• Ensures work areas are maintained in a neat and orderly manner.
• Reports any ideas and suggestions regarding processes, procedures and protocols to management in order to facilitate the smooth and efficient operation of assigned service environment(s). OTHER:
• Performs all other duties as needed or assigned.
• Ability to provide off site services as required by program and schedule.
• Be able to flex daily scheduled work hours per job task requirements to meet with individuals for job related task completion within standard work week.Primary responsibilities:
• Closing the referral loop including but not limited too
• Ensuing that received referrals are attached to the patient record when they are complete
• If referrals or screenings are overdue contacting the patient or referring provider and/or referral source to check the status
• Requesting rec