VBC Care Navigator

U.S. Renal Care; United States; On-site; USD 29,000 - 32,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401k with employer match

Virtual Care

Life Insurance

PTO

Job summary

U.S. Renal Care is seeking a VBC Care Navigator to guide and coordinate care for patients with complex health needs. You will be the first contact for Kidneylink calls, gather demographics, and route inquiries to the interdisciplinary clinical team.

You will schedule appointments, administer PAM and PHQ-9 screenings, discuss advanced directives, and help document in the EMR. Strong communication and computer skills are essential to ensure timely, coordinated care.

Qualifications

• High school diploma or equivalent.
• Previous customer service or healthcare experience preferred.
• Proficient with Microsoft Office and ability to learn new systems.

Responsibilities

• Greet and engage patients, coordinating care with the interdisciplinary team.
• Schedule appointments and facilitate initial patient engagement.
• Administer PAM and PHQ-9 screenings and escalate as needed.
• Assist with advanced directives education and documentation.
• Document interactions in EMR and coordinate follow-up care.

Skills

Customer service

Schedule coordination

Communication

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

Overview

The VBC Care Navigator's primary job responsibility is to effectively guide and coordinate care for patients with complex healthcare needs. The Care Navigator will act as the first point of patient contact for incoming or outbound Kidneylink calls. Schedule calls with our interdisciplinary clinical team and gather and verify demographic information, utilize tools and critical thinking, and route calls as appropriate following standard operating procedures.

Responsibilities

Engagement:

• Conduct welcome calls to introduce patients to the program and its benefits.
• Initiate outreach efforts to engage patients and build rapport.
• Schedule appointments and facilitate initial patient engagement.

Patient Activation Measure (PAM) Screening:

• Administer PAM assessments to gauge patients' readiness for active self-care.
• Utilize assessment results to tailor care plans accordingly.

PHQ-9 Screening and Escalation:

• Conduct PHQ-9 screenings to assess patients for depression.
• Initiate the escalation pathway for patients with PHQ-9 scores above 9.

Advanced Directives Screening:

• Assess patients' awareness and understanding of advanced directives.
• Offer education on advanced directives and assist with documentation.

IDT Scheduling:

• Collaborate with the Interdisciplinary Team (IDT) to schedule patient appointments.
• Ensure timely coordination of care among team members.
• Verify and update patient demographic information to maintain accurate records.
• Panel Management and Appointment

Scheduling:

• Manage a panel of patients, ensuring their appointments with Kidneylink (KL) are scheduled appropriately.
• Coordinate with patients to ensure adherence to their care plans.
• Enter medication information into the system for proper tracking.
• Refer patients to pharmacists for medication-related queries and guidance.
• Screen patients for social determinants of health, addressing potential barriers to care.

Care Coordination Tasks:

• Receive care coordination tasks assigned by Registered Nurses (RNs).
• Implement care coordination plans and strategies as directed.
• Screen for hospitalizations, emergency room visits, and inpatient stays.
• Initiate Transitional Office Care (TOC) workflow for seamless post-hospital care.
• Monitor patients' external continuity of care, including PCP appointments and dialysis clinic visits.
• Ensure patients are linked to necessary follow-up care.

EMR Documentation:

• Document patient interactions and relevant information in the physician's Electronic Medical Record (EMR).
• Utilize tools such as CKCC flags to indicate critical patient information.
• Facilitate follow-up appointments after hospital visits through shared tools.
• Notify healthcare practices of required patient follow-up.
• Identify emerging issues during patient interactions and elevate to Registered Nurses for appropriate action.

Optimal Start (OS) Coordination:

• Coordinate optimal starts such as access placement, ensuring seamless patient care.

Other:

• Participates in team concepts and promote a team effort; performs duties in accordance with company policies and procedures.
• Regular and reliable attendance is required for the job.

Qualifications

Qualifications/Requirements:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

Requirements include:

• High school graduate or equivalent.

• Previous customer service, contact center, healthcare experience (and in some markets- bilingual skills) are preferred.
• Proficient computer skills, including Microsoft Office (Word and Outlook) and ability to learn new systems.

Benefit Details

All Full-Time employees are eligible for the following benefits:

• Medical / Pharmacy
• Dental
• Vision
• Voluntary benefits
• 401k with employer match
• Virtual Care
• Life Insurance
• Voluntary Benefits
• PTO

All Part Time employees are eligible for the following benefits:

• 401k with employer match
• PTO

Pay Range

USD $21.00 - USD $23.00 /Hr.