Treatment Navigator

Union Community Care; Lancaster (Lancaster County); On-site; USD 25,000 - 36,000; Full time

Job summary

Union Community Care in Lancaster, PA seeks a Treatment Navigator to deliver excellent customer service, register patients, schedule appointments, and clearly explain treatment options and related costs to patients.

You will verify insurance benefits, assist with preauthorizations and financial arrangements, and coordinate appointments to ensure care is delivered within authorized timelines.

Qualifications

• High School Diploma or GED required.
• Excellent communication and customer service skills essential.
• Familiarity with computer systems and EHRs preferred.
• Knowledge of HIPAA regulations and confidentiality practices.

Responsibilities

• Register patients and schedule appointments efficiently.
• Explain treatment options and related costs to patients clearly.
• Verify insurance benefits and coordinating preauthorizations.
• Assist with financial arrangements and payment plans for patients.
• Maintain accurate patient demographic and scheduling data in the EHR.

Skills

Excellent communication

Customer service

Telephone skills

Organizational skills

Education

High School Diploma or GED

Job description

Our Mission, Vision, & Model of CareAt Union Community Care, our purpose is at the forefront of all that we do: we stand for whole health to help you live your fullest life.We envision vibrant and healthy communities supported by inclusive healthcare that embraces each member’s unique culture, needs, and values, and emboldens them to make healthful choices that fuel their well-being and the well-being of others.We believe in whole health. This means we address and heal disease but equally important, we work at the causes of the causes, the social ills that must be addressed to achieve true equity.We listen, learn, and embrace the complex lives and unique strengths of our patients, and we work hard to break down all barriers to care. This means we look through a grassroots lens. We connect with our communities because we are our communities. Each of us is a neighbor, a friend, a family member, and together, we are a trusted community health center.JOB SUMMARYThe Treatment Navigator’s are responsible for delivery of excellent customer service, accurately and efficiently performing patient registration, appointment scheduling and clearly explain treatment plan options and related costs to patients. Treatment Navigators ensure patients understand their treatment plan, insurance benefits (including prior authorizations), review and discuss fees with patient along with assisting with financial arrangements and coordination of appointments.SPECIFIC JOB DUTIESEnsures all patients and visitors feel warmly welcomed at all sites. Set the tone for a superb care experience.Provides superior telephone customer service for patients seeking access or assistance by answering phones professionally and knowledgeably.Performs patient check-in ensuring that all consents are current, patient account is current, and all demographic data is up to date and accurate in the EHR.Verifies and maintains all patient demographic, insurance eligibility and benefits and collects all copays/balancesOffers Sliding Fee Discount to all patients, understands and applies the program as neededPrepares daily batch report and reconciles cash drawer using the registration closing procedurePreforms daily importing and scanning of necessary paperwork and forms, labels and routes documents to the appropriate recipient in Athena, deletes duplicate documents and cover sheetsSchedules all patient treatment appointments, reschedules patients that miss their appointments and call patients that have not completed treatment and/or payments (HRPREPAY).Coordinates patient appointments to align with Preauthorization/BLE’S and Treatment Plans.Ensures that all Preauthorizations and BLEs are completed to the best of their ability and scans all related documents into the HER.Communicates with the team and patient to ensure treatment plan work is completed within the authorized period.Communicates with the team and patients when appointments need rescheduling to ensure work is complete within authorized period.Ensures that all authorizations are in place prior to patient appointment and communicates with the team if appointment changes need to occur to ensure preauthorization is in place.Completes and communicates with patient the Good Faith Estimate and ensures payment prior to treatment.Assist patient with financial arrangements.Ensure patients understand their treatment plan and coordinates with the Dental Care Team and patient to address any barriers to the patient completing the treatment plan.Reviews Dental Benefits with patients as needed.Fields questions from team members, patients and insurance companies, research answers, and then follows up.Creates payment plans with patients that follow the guidelines established by Union Community Care.Run Eligibility and Benefits on patients with upcoming appointments (2 days out)Contacts patients and/or insurance companies for updated informationPerforms other work-related duties as assigned.SPECIFIC JOB DUTIES- Treatment Navigator CoachPerforms all duties of Treatment NavigatorWorks with Treatment Navigators to research appropriate workflowsAssists with errorsKeeps ongoing knowledge of current Insurance guidelines and educates Treatment NavigatorsResponsible for Training of Treatment NavigatorsFloats to sites to cover call offs and PTOReceptionist for Union’s Admin BuildingSPECIFIC JOB DUTIES- Treatment Navigator LeadPerforms all duties of Treatment Navigator LeadWorks with Director of Billing to maximize potential revenue loss based on our unique services and providersWorks with Director of Billing and Director of Dental to maximize department efficiencyResponsible for Supervision of Treatment NavigatorsJOB REQUIREMENTSTo perform this job successfully, an individual must be able to perform all duties satisfactorily. The requirements listed below are representative of knowledge, skill, and/or ability required.High School Diploma or G.E.D.Excellent communication skillsFamiliarity with computer systemsExcellent Customer service skillsExcellent telephone skillsOrganizational skillsCreative problem- solving skillsKeen understanding of schedulingStrong team player & Ability to work well with othersCompliance with HIPPA regulationsBasic mathematic skillsAbility to describe procedures in simple languageEnglish proficiency requiredBilingual preferredESSENTIAL FUNCTIONSTo fulfill the requirements of this position, duties 1-22 are considered essential functions of the job.ORGANIZATIONAL INVOLVEMENTThis position is required to participate in mandatory all staff meetings, team meetings and trainings.