Job Details

Patient Navigator Specialist

The Patient Navigator Specialist connects the Cottage Health community with efficient access to care. The position is responsible for scheduling appointments, verifying insurance, reviewing/editing/obtaining pre-authorizations, and communicating directly with clinical staff/offices on pertinent patient information. Staff are adept at resolving any general inquiries posed by patients and callers. Provides exceptional customer service and demonstrates dedication to the organization's mission, vision, and values.

Responsibilities

This is not an exhaustive statement of duties, responsibilities, or requirements. Employees will be required to perform any job, with related instruction given by their supervisor, subject to reasonable accommodation.

• Answers incoming calls and other contact methods with standard professional department greeting and follows appropriate scripts. Offers prompt and efficient assistance for coordination of patient appointments, provides updates and follow up with patients when appropriate, and communicates with clinics using the proper channels. Schedules appointments across multiple service lines. Makes outbound calls as required. (40%)
• Responsible for maintaining updated information on patient accounts, including demographics, insurance and financial information. Advises patient/guarantor of benefits and offers estimates on financial responsibility, collects payment when appropriate from patient/guardian. Reviews, edits and obtains authorization as specified by insurance companies prior to patient services. Contacts departments and/or patient when additional information is required or to alert them regarding pending/or denied authorization status. Monitors and maintains all centralized work queues. Answers inquiries pertaining to patient accounts and counsels patient needing financial assistance (50%)
• Assists with employee onboarding and training as needed. Tasks assigned by Supervisor or Manager (10%)

Qualifications

All job qualifications listed indicate the minimum level necessary to perform this job proficiently.

• LEVEL OF EDUCATION Preferred: Associate's degree
• CERTIFICATIONS, LICENSES, REGISTRATIONS Preferred: Certified Revenue Cycle Representative or Certified Patient Access Specialist (HBI)
• TECHNICAL REQUIREMENTS Minimum: Basic MS Word, Outlook and Excel skills; 35 wpm keyboard/typing speed
• Preferred: MS Office Suite. Experience working with Epic. Knowledge of medical terminology
• KNOWLEDGE, SKILLS, and ABILITIES All knowledge, skills, and abilities listed indicate the minimum level deemed necessary to perform this job proficiently.
• Ability to make independent decisions, utilizing available resources as needed, obtaining approval, if needed, per policy and procedures.
• Possesses empathy, a positive attitude, flexibility, a strong work ethic and the ability to effectively deal with stress. This position must be able to participate as part of a highly functioning team.
• The employee communicates effectively. Able to effectively communicate both verbally and in written correspondence
• Ability to maintain patient confidentiality in all aspects of patient affairs.