Patient Experience Navigator

Overview:

The Patient Experience Navigator will be responsible for scheduling of all procedures, registration activities, gathering and processing of patient demographic and insurance information. Responsible for securing complete and authenticated signed orders for scheduled procedures.

 

Responsibilities:

• Process: Captures and enters high quality patient demographic and financial information via telephone interviews and hard copy documentation (call-in, facsimile, etc) or direct patient contact. Adapts interview process to the age of the patient/family member. Enters all information gathered into the system.
• Compliance: Complies with established departmental policies for attendance, punctuality, procedures and safety. Complies with organizational policies and procedures. Maintains satisfactory attendance at educational and departmental meetings, attends all mandatory education sessions and takes advantage of continuing professional education opportunities.
• Collaboration: Coordinates with insurance verification and pre-certification ensure appropriate referral information is obtained prior to or during the scheduled appointment. Assists patient with billing issues and questions about insurance coverage and assists unsponsored patients with procedure changes. Maintains up to date knowledge of insurance carriers requiring prior authorization for procedures. Coordinates schedules with other physician appointments, outside referrals and/or therapy. Works with center staff to coordinate STAT add-on exams.
• Continuing Education: Maintains scheduling knowledge and requirements for procedures. Seeks out relevant training or cross training from supervisor. Seeks out guidance from supervisor and teammates when uncertain of procedure. Solicits feedback from the supervisor/manager to assess the quality and effectiveness of work. Demonstrates a personal commitment to continuous quality improvement through active participation and ongoing dialogue with the supervisor/manager.
• Planning: Organizes and manages time effectively to optimize productivity. Meets departmental scheduling and quality goals in accordance with policy and procedures. Possesses the ability to accept change in a positive manner and implement change with positive results. Demonstrates a positive image at all times. Maintains composure in difficult situations. Uses best judgement to resolve patient problems or refer issues to department supervisor/manager. Answers phone calls from outside clinicians, requesting information. Takes requests from referring physicians scheduling procedures.
• All other duties as assigned.

Qualifications:

Education:

High School Diploma or GED

 

Prior Experience:

1 year experience in a related field

 

Special Qualifications:

Ability to understand basic medical terminology.

Excellent interpersonal and communication skills, experience, and competency in customer relation skills in a professional environment. Ability to organize and prioritize work in a stressful environment. Ability to work effectively as a member of a team and is self-directed. Good problem-solving skills. Basic medical terminology. Exemplary keyboarding skills and experience in patient registration systems and familiarity with personal computers. Basic knowledge of hospital performed procedures.

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