The Health Services Navigator will provide practical, educational, and emotional assistance to Health Center patients. Primary functions of the Health Services Navigator include eliminating barriers to timely diagnosis/treatment and effectively integrating a fragmented healthcare system for patients. An employee in this position is responsible for coordinating the care plan for patients, acting as a liaison between various medical and behavioral health providers, advocating for patient concerns, and solving problems.
JOB SPECIFICATIONS
Responsibilities/Duties
General
- Attend patient huddles
- Patients with hospitalizations and ER visits – assist in obtaining discharge summaries, track outcome of activity
- Patients referred for specialty care/diagnostic exams – if needed, assist patients with obtaining referrals, making appointments; track appointments to closure; track receipt of consult reports and contact specialists to obtain outstanding reports; follow-up with patient as indicated (e.g., to determine whether patient went for follow-up, to inquire about other information requested by provider).
- Patients with missed appointments/lost to care (overdue for an office visit or service) --complete outreach activities (call or send reminder letter) to reengage the patient; track outcome of activity).
- General assistance to patients—assist patients in locating services or understanding who to contact; refer to appropriate resources (social service, interpreter, nutrition, pharmacy, PAP staff, behaviorists, etc.)
- Orient new patients to the health center; ensure patients receive HC brochure and/or patient rights brochure; advise on how to contact HC after hours, how to make appointments, and need to keep all appointments or cancel within 24 hours.
- Other duties as assigned (COVID result reporting, etc.)
Special Projects
- Obtain ER/hospital discharge summaries
- Perform outreach to patients (ER/hospital discharge, lost to care, high-risk, etc.)
- Assist patients in scheduling follow-up appointments
- Track outcome of activities
- Other special projects as assigned
Qualifications
Education
Minimum Experience: Experience in providing direct services to a diverse population in a human service, health care, or community organization. Knowledge of/trained in health promotion, community health resources, and assisting the economically disadvantaged and the uninsured.
Minimum Education: High School Diploma or equivalent; some college or bachelor’s degree preferred.
Skills/Experience
Preferred experience
- Must have knowledge of client management procedures for determining eligibility, assessing needs, identifying resources, making referrals, following up, and documenting client interactions and proactively supporting client’s pursuit of goals.
- This job requires empathy, compassion and an understanding of the cultural and socioeconomic backgrounds of the AHS patient population.
- The position requires skills in developing professional relationships with various AHS staff and community organizations to easily link patients to services.
- Ability to track patients assisted and services provided, using activity log.
- Ability to effectively interview and engage patients in appropriate services.
- Timely response to patients, staff, and outside inquiries; frequent daily monitoring of voice mail, e-mail, and correspondence.
- Timely preparation of activity logs, and submission of monthly statistics.
- Evening and/or Saturday morning coverage may be assigned.
- Bilingual preferred.
- Excellent customer skills are mandatory for this position.
- Ability to use/easily learn technology.
Work Environment:
Standard office setting with extended periods at workstation and periodic use of office equipment.
Position Type and Work Schedule:
Monday through Friday 8:00 am to 4:30 pm, or as directed by Clinical Director