Job Opportunities in United States
October 28, 2024
Mile High Psychiatry
Aurora
FULL TIME
Patient Navigation Coordinator
Patient Navigation Coordinator
Department: Experience
Job Title: Patient Navigation Coordinator
Reports to: Patient Navigation Manager
Job Summary:
The Patient Navigation Coordinator (PNC) supports the practice by proactively managing appointments, ensuring high quality of care and coordinating patient interaction as needed. PNC’s will provide direct provider and patient support throughout the patient lifecycle, directly contributing to a positive patient experience. PNC’s are responsible for scheduling and interacting with patients via telephone, text, email, and face-to-face to collect the necessary information to schedule, reschedule or cancel appointments with MHP’s Network Providers. Patient Navigation Coordinators act as an intermediary bridge between Mile high Psychiatry and our patients, offering full service support to clients outside of scheduled appointments. The PNC team will also assist in the growth and expansion of MHP’s schedule while managing intake inquiry's in large amounts of outbound phone calls, outbound/inbound emails and schedule tracking.
Duties/Responsibilities:
Direct patient interaction and assistance
Pay: $19.00 - $21.00 per hour
Benefits:
Department: Experience
Job Title: Patient Navigation Coordinator
Reports to: Patient Navigation Manager
Job Summary:
The Patient Navigation Coordinator (PNC) supports the practice by proactively managing appointments, ensuring high quality of care and coordinating patient interaction as needed. PNC’s will provide direct provider and patient support throughout the patient lifecycle, directly contributing to a positive patient experience. PNC’s are responsible for scheduling and interacting with patients via telephone, text, email, and face-to-face to collect the necessary information to schedule, reschedule or cancel appointments with MHP’s Network Providers. Patient Navigation Coordinators act as an intermediary bridge between Mile high Psychiatry and our patients, offering full service support to clients outside of scheduled appointments. The PNC team will also assist in the growth and expansion of MHP’s schedule while managing intake inquiry's in large amounts of outbound phone calls, outbound/inbound emails and schedule tracking.
Duties/Responsibilities:
Direct patient interaction and assistance
- Patient Check-in
- Greet and assist patients with enthusiasm and kindness
- Support patients in getting checked in and connected with their provider for virtual appointments in an efficient and helpful manner
- Responsible for inputting detailed patient information into the EHR/EMR system and verifying that all details are accurate
- Offer direct and real time support to ensure that patients are able to meet with their providers on time for schedule appointments
- Contact patients in outbound rescheduling efforts in the event of no shows or last minute cancellations
- Collect all copays and inform patients of balances (offering and setting up payment plans when applicable)
- Scheduling
- Reschedule patients by providing the patient with available time slots utilizing smartbooking strategies to ensure efficient use of Network Provider schedules and availability
- Handle incoming telephone calls and emails from patients, schedule appointments, and answer general questions and inquiries
- Connect with patients who have inquired about our services to get them scheduled in most appropriate time frame
- Patient paperwork and Administrative Duties
- Support new patients with required intake paperwork to be received within a reasonable timeframe
- Assist with the completion of patient documentation, to include requested and required paperwork
- Review and complete fax and email requests / uploads
- Collaborate with MHP providers to establish patient and provider connectivity for appointments, ensuring completion of scheduled visits
- Offer insight to MHP providers on patient requests and support
- Inform providers of patient status upon check in
- Support providers in completion of patient paperwork
- Monitor provider schedules, offering assistance with positive smartbooking efforts to minimize scheduling errors
- Assist in submitting genetic testing, labs, and whole health follow ups
- Implement immediate re-scheduling efforts in the event of provider absence
- Positively impact patient experience by conducting patient follow up as indicated on various trackable journey timelines
- Contribute to patient retention by following up and scheduling patients who did not successfully complete previously scheduled appointments
- Offer schedule openings to patients added to MHP’s priority wait lists
- Ensure that all copay and missed appointment fees are processed and collected in the appropriate and required time frame
- Navigate through various platforms and software systems simultaneously to provide full service support
- Schedule new patients that have inquired directly from marketing efforts for both Medication Management and Therapy departments
- Data entry for new patient information (transferring information to LCT)
- Contact clients who did not successfully keep their first scheduled intake appointment
- Deploy new patient welcome emails to appropriate scheduled appointments
- Offer assistance and continued support to clients with new patient intake paperwork
- Ensure that all points of a new patient experience are accurate and seamless
- Confirm scheduled appointments with referral sources after successfully completing intake calls with referred clients
- Maintain various spreadsheets for tracking efforts, ensuring the completion of patient journey’s
- Assist both patients and providers with pharmacy needs
- Effectively collaborate with providers, and ancillary staff
- Collaborate with billing department to monitor financial concerns
- Sets boundaries with patient to ensure safety by communicating expectations for appropriate environments during appts
- Respond to patient questions/requests within a timely manner
- May reach out to patients to conduct patient satisfaction calls or surveys, providing feedback to leadership team regarding inefficiencies and pain points
- Demonstrated initiative and strong organizational skills
- Flexibility to handle last minute changes
- Excellent interpersonal, and problem-solving skills to include negotiation and de-escalation
- Ability to stay calm in stressful situations and act with compassion, care, and concern
- Strong grasp on the company’s service offerings and patient service policies
- Proficiency in writing and editing reports
- Ability to maintain confidentiality of information and documents
- Knowledge of customer service principles and practices
- Proficient with basic computer software and phone systems
- Excellent interpersonal, problem-solving and leadership skills
- Ability to stay calm in stressful situations and meet strict goals
- Proficient in computers and relevant software applications including multiple screens, and electronic recordkeeping
- High school diploma or GED required; prefer a bachelors’ degree in communications, business management or a related field
- Minimum of 1 years of relevant experience and/or training, or equivalent combination of education and experience in a medical receptionist/customer service role
- Experience with electronic scheduling system and electronic medical records (EMR) preferred
- Prolonged periods sitting at a desk and working on a computer
Pay: $19.00 - $21.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
- Day shift
- Monday to Friday
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