Patient Engagement and Navigation Coordinator - Integrated Care for Complex & Older Adults (ICCOA) Program

Patient Engagement And Navigation Coordinator II

Salary Range: $26.13 to $38.93 per hour

Would you like to have a career that makes a daily difference in people's lives? Do you want to be part of a caring, respectful, diverse community? If you answered yes to these questions, keep reading!

HealthPoint is a community-based, community-supported and community-governed network of non-profit health centers dedicated to providing expert, high-quality care to all who need it, regardless of circumstances. Founded in 1971, we believe that the quality of your health care should not depend on how much money you make, what language you speak or what your health is, because everyone deserves great care.

Position Summary:

As part of the Integrated Care for Complex & Older Adults (ICCOA) Program, the Patient Engagement and Navigation Coordinator II engages with a wide range of patients and families to deliver community home visits and telehealth support and provide coordination, monitoring, and follow-up for a variety of services, supports, and resource navigation. The Patient Engagement and Navigation Coordinator II utilizes effective outreach, engagement, and navigation techniques to successfully engage patients in accessing appropriate care, obtaining community resources, and supporting the organization to achieve success on various initiatives and contracts.

This is a mid-level position with advancement opportunities.

Essential Duties and Responsibilities

• Provide outbound phone outreach, engagement, and navigation support to various patient populations to assist them with resources, access, and connection to appropriate care and to engage them in health promotion or wellness activities.
• Educate patients about the program/care model, HealthPoint pharmacy, and other services and resources. Address questions and concerns, conduct appointment scheduling and follow-ups, and encourage enrollment through effective communication.
• Respond to organizational priorities focused on maintaining high levels of patient engagement, positive health outcomes and equity.
• Be committed to a continuous learning environment where programmatic goals, contractual requirements and quality indicators will shift based on the healthcare landscape, requiring flexibility and prioritization. Adjust day-to-day work to provide support for patients in various programs including pilot projects, grant-funded initiatives or other populations as identified in collaboration with leadership. Travel to various locations including clinic, community, and home visits to provide care and support as needed.
• Promote health, wellness, and patient engagement by effectively collaborating with care teams and community partners. Foster efficient delivery of care and services by effectively communicating with patients, their support system, care teams, and external partners as needed. Utilize various modes of communication as needed (phone, email, mailings, in-person, community events, EMR, etc.). Effectively manage incoming calls and respond to patient and care team requests promptly.
• Actively contribute to organizational success on contracts and clinical initiatives by engaging various patient populations and coordinating access to timely and appropriate care. Provide outbound phone outreach to patients and community organizations to provide key services including care coordination, appointment scheduling, transitions of care, and timely resource utilization. Introduce assigned managed care members to HealthPoint as their healthcare home, explain services available, and connect them to primary care and resources as needed.
• Provide accurate and timely resource and service information to diverse patient populations, helping them maximize coverage and services. Maintain knowledge of designated insurance plan incentives, wellness, and care management programs to educate members and link them to services. Maintain and utilize knowledge of available social supports and community programs to successfully support patients navigating the screening, eligibility, referral, application and service processes of various resources and programs.
• Thrive in a customer service…