Patient Navigator - Behavioral Health Telepho

Westmoreland, TN, US

2 days ago Requisition

Original Board Approval Date

12/20/2017

Reports to

Behavioral Health Services Manager

Division

Clinical Patient Care

Exempt/Non-Exempt Status

Non-Exempt

Security Roles

Clinical Care Specialist;
Patient Navigator

The Patient Navigator – Telephone is a vital member of the behavioral health care team at HOPE Family Health. This position provides patient-centered support through proactive communication, triaging incoming calls, relaying clinical information, and documenting interactions in the electronic health record (EHR). The Patient Navigator – Telephone helps ensure timely, effective care coordination and serves as a trusted liaison between patients and the behavioral health team.

• Triages incoming calls to assess urgency and determine appropriate next steps using sound clinical judgment.
• Communicates with patients regarding care needs, testing results, and other provider-directed information in a clear and compassionate manner.
• Documents all patient interactions in the EHR accurately and in real time.
• Provides basic patient education and counseling, including preparation for lab tests or behavioral health services.
• Serves as an interpreter when qualified, facilitating communication between patients and providers.
• Advocates for patient rights and acts as a liaison to ensure compassionate, culturally appropriate care.
• Protects patient confidentiality and complies with all HIPAA regulations.
• Participates in required staff training, including but not limited to HIPAA, OSHA, and departmental updates.

• Performs other duties as assigned by the Behavioral Health Services Manager to support departmental operations and organizational needs.

• Off-site work is not a requirement of this position.
• With prior Team Leader approval, some job tasks may be completed remotely. These may include, but are not limited to: trainings, conferences, meetings, and daily activities that need to be completed by a deadline .
• Off-site work classification and arrangements will be reviewed by the Team Leader at hire, during annual performance evaluations, and as needed throughout the year.

• Required:
  • High School Diploma or equivalent
  • Medical Assistant or Licensed Practical Nurse certification
  • Current Basic Life Support (BLS) certification
  • Proficient in basic computer use, including EHR documentation
  • Strong problem-solving skills and ability to exercise sound judgment
  • Ability to communicate effectively and professionally with patients, staff, and external stakeholders
• Preferred:
  • Two years of experience in a healthcare or behavioral health setting
  • Bilingual in English and Spanish

The ideal candidate will consistently demonstrate the following qualities:

• Trustworthiness and integrity
• Respect for patients, colleagues, and community members
• Cultural humility and sensitivity to diverse backgrounds
• Flexibility and adaptability in a dynamic healthcare environment
• Strong work ethic and commitment to excellence
• Compassionate and patient-centered approach to care

• This role functions primarily in a professional office or clinical environment with occasional travel between HOPE sites.
• Occasional extended hours may be required based on organizational needs.
• Potential exposure to health hazards, including body fluids, within the healthcare setting.
• Must be able to communicate effectively in English, both verbally and in writing; fluency in a second language is helpful but not required.
• Requires sufficient vision and hearing to perform duties and communicate by phone and in person.
• Occasionally required to lift or move items up to 25 pounds..

Note:

This job description is intended to…