Position Details

Healthcare Navigator

Minimum Starting Salary: $20.60 per hour

Job Summary: As a front desk team member, the Healthcare Navigator plays an essential role in helping the practice maintain Patient Centered Medical Home standards. Maintain patients' and visitors' privacy and confidentiality. Treat all (staff, patients and guests) with courtesy and respect.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Greet patients and register patients for health services appointments utilizing trauma-informed approach. Follow check in and check out procedures.
  • Manages the schedule for the healthcare clinic, including:
    • Medical provider appointments
    • Mental Health (psychiatry and psychotherapy) appointments
    • Nursing visits
    • Dental appointments
  • Confirm and record accurate patient demographic information and ensure paperwork that requires annual updates are
  • collected and signed (consents, sliding fee applications, etc.)
  • Assist in the scheduling of appointments with providers at Project HOME Healthcare Services (PHHS) locations and other
  • agencies to help meet patient access needs as well as PHHS productivity goals.
  • Review patient eligibility and run insurance verification to understand patients' level of benefits and services. Ensure patients account accurately reflect the appropriate benefit/coverage.
  • Engage participants that are overdue for healthcare appointments by working directly with participants in the Hub space or by reaching out to outreach workers, case managers and other outside agencies.
  • Support patients with referral coordination by scheduling appointments with outside services and requesting pre-authorizations.
  • Act as liaison between the medical team and the social services at the Hub of Hope, connecting participants to both lines of services and facilitating communication among staff.
  • Act as advocate to ensure all clients are afforded equal and equitable opportunity to receive health care services at Hub of Hope consistent with mission of Project HOME

Other Functions:

  • Provide 5-star customer service to all clients that come to Hub of Hope for services
  • Inform patients about policies and procedures at the Hub of Hope.
  • Follow all Alert notes.
  • Support Benefits Counselor with insurance eligibility and navigation of other social welfare benefits (ex. SNAP, Medical Assistance, cell phones)
  • Assist in maintaining a trauma-informed and supportive atmosphere in the waiting area, including engaging all guests in shared spaces in the Hub of Hope and identifying service & support needs of guests & patients.
  • Assist with compassionate de-escalation and connection to health care services for Hub of Hope participants struggling with behavioral & mental health crisis
  • Support the Front Desk team at the Hub of Hope in ensuring that guests arriving at the center receive services. Be attentive to the movement of staff and guests entering and leaving the building.
  • Assist Front Desk with package delivery process.
  • Assist the clinic team with administrative & operational responsibilities such as document scanning, answering phones, checking voicemails, returning patient phone calls, and managing clinic scheduling in partnership with Clinic Manager.
  • Perform other duties as assigned.

The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job. Management may, at its sole discretion, assign or reassign duties and responsibilities to this job at any time.

Education and Experience Minimum Requirements

MINIMUM QUALIFICATIONS

  • A high school diploma or GED.
  • Ability to perform World Class Customer Service modeling related skills and behaviors for others
  • Proficiency in Microsoft Office and Microsoft 365/web-based applications.
  • Strong computer and organizational skills.
  • Excellent written and verbal communication skills, including diplomacy and tact with patients, guests, and teammates.
  • Excellent telephone manners and ability to deliver World Class Customer Service
  • Prior experience using a Practice Management System (Nextgen or other)
  • Strong commitment to anti-racism and social justice. Experience seen as an asset.

Physical requirements:

  • Sedentary work that primarily involves sitting/standing. Ability to climb up and walk downstairs. able to carry/lift up to 20 lbs.

Project HOME provides equal employment opportunities to all employees and applicants for employment, without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, genetic information, or any other characteristic protected by federal, state, or local laws. Project HOME prohibits discrimination and harassment of any type.