Access Navigator

Job Summary:

The Access Department is the health centers gateway for patient and customer requests. The Access Navigator (AN) position serves as the primary contact for incoming communications for new and established patients/clients and customers accessing or seeking information about Harbor Care services. AN's complete customer service tasks that ensure patients are engaged, have the information and assistance they need, and are provided with stellar customer service.

Works collaboratively with other members of the health center in order to provide superior patient care delivery. Projects a professional company image through telephone and electronic interaction.

Knowledge, Skills and Abilities:

* Maintain a demonstrated approach toward collaborative problem solving in support of organizational mission and goals

* Strong oral, written, communication skills, as well as interpersonal and team building skills

* Strong task and workflow planning and management skills

* Understanding of Electronic Health Records, understanding of Microsoft Outlook, Word, Excel and Power Point

* Be aware of and adhere to HIPAA and 42 CFR rules and regulations

* Be aware of and adhere to requirements mandated in all active Contracts

* Must be able to work independently and with other members of the team

* Possess excellent written and verbal communication skills

* Ability to type 40 wpm+. Data entry, computer and phone skills are required

* Must be culturally sensitive, friendly and an empathic listener

* Must have excellent problem-solving skills, patience, determination, and persistence to solve patient issues and complaints

* Must be detail oriented and have the ability to multi-task

* Respect for the dignity and value of all people

* Values diverse cultures, beliefs, lifestyles and backgrounds

* Ability to provide a safe and trusting environment

* Demonstrates honesty and integrity at all times

* Embraces change and effectively manages change

* Must be able to remain calm and professional in a fast-paced environment

* Ability to adapt to change and quickly learn new software and/or processes

Essential Duties and Responsibilities:

* Answer phones in a professional and courteous manner and respond to patient/customer queries and concerns as appropriate.

* Ensuring that patients are connected with appropriate care services/programs and have the information they need to successfully navigate their care journeys.

* Accurately gather and input patient demographic information into the electronic health record.

* Transfer calls, accurately assign, or respond to requests using various method of communication such as:

o Telephone

o E-mail

o Patient Portal

o Web-based chat platforms

o EHR-based communicates (i.e. notes)

* Accurately assign to designated person, department or program.

* Respect and maintain privacy and dignity of patient/customers and co-workers, while assuring patient/client confidentiality at all times.

* Provides overall excellent customer service to every patient, customer, and colleague.

* Orient the patient about rights and responsibilities and overall health center services.

* Use questioning and listening skills that support effective telephone communication.

* Work efficiently both individually and within a team to accomplish required tasks.

* Responds to emergency/crisis situations calmly, rationally and in accordance with the health center's policy and procedures.

* Participate in department meetings and trainings as needed.

* Schedule, cancel or reschedule appointments for new and established patients/clients for all visit types.

* Promote, educate and sign up patients on the Patient Portal; accurately reassign or respond to patient portal requests in a timely manner using department/program protocols.

* Perform other duties as assigned.

Job Requirements

* Basic Qualifications:

* High school diploma (or global equivalent)

* Excellent Customer Service skills

* Knowledge of computers and Microsoft software applications

* Experience with Electronic Health Record (EHR)

* Experience working with people from diverse populations

Preferred Qualifications:

* Associates degree or above in health care administration or related field

* Knowledge of The…