Job Summary:

Navigator is responsible for scheduling appointments; handling calls for new and existing patients and forwarding inbound calls to internal staff at all centers.

Essential Functions:

1. Receives inbound and facilitates outbound calls.
2. Route calls to the appropriate resources and/or staff.
3. Schedules appointments and when necessary, consults with the triage nurse or site nurse to assist in determining the most appropriate appointment. Clears messages from voice mail system and directs message to appropriate person.
4. Inform callers as necessary by answering questions and providing information
5. Notify supervisor of any customer service issues.
6. Collects and verifies patient demographic information.  

Nonessential Functions:

1. Participates in team/staff meetings; attends in service meetings and applicable workshops.
2. Performs other duties as assigned.

Competencies:

Quality, Respect, Teamwork, Equity, Integrity, Passion,  Love

Supervisory Responsibility

None

Managerial Responsibilities

None

Minimum Qualifications

1. Bilingual is not required, but is a plus
2. High School diploma, GED, or equivalent certificate of competency and completion of a vocational program related to the specified work experience.
3. Must have at least one year of relevant work experience, preferably in a medical setting or an equivalent combination of training and experience in order to perform clerical duties.
4. Customer service required.
5. Computer skills required.
6. Must have excellent communication and interpersonal skills over the phone.
7. Ability to perform all job duties while working remotely.

Substitutions

1. High School diploma, GED, or equivalent certificate of competency and two (2) to five (5) years of work experience in specified health care trade.

 Work Environment

This job operates in a remote setting at times you will be requested to work from a GBMS site.

 Physical and Mental Demands

1. Ability to remain in a stationary position 90% of the time.
2. Ability to cope with stress.
3. The person in this position needs to occasionally move about inside the office to access office machinery, etc.
4. Constantly operates a computer and other office productivity machinery, such as a copy machine and computer printer.
5. The person in this position frequently communicates with patients and/or employees. Must be able to summarize and exchange accurate information.
6. Performs a variety of duties, often changing from one task to another.
7. Performs with frequent interruption or distractions.
8. Adjust priorities quickly as circumstances dictate.
9. Ability to interact appropriately with colleagues for different purposes in different context.
10. Ability to perceive the nature of sound by ear.
11. Expressing or exchanging information by means of the spoken word, or to convey detailed spoken instructions accurately, loudly or quickly.
12. Depth perception: three-dimensional vision. Ability to judge distances and spatial relationships to see objects where and as they actually are.
13. Cognitive ability to analyze, count, summarize and synthesize information from multiple sources.
14. Ability to recognize social or professional behavioral cues.

Compliance

This position requires compliance with Greater Baden Medical Services (Health Center’s) compliance standards, including its Standards of Conduct, Compliance Program, and policies and procedures.  Such compliance will be an element considered as part of the Patient Navigator regular performance evaluation.

Language Skills

Ability to read and interpret written or verbal documents and instructions. Ability to speak effectively to patients, employees and/or stakeholders of the organization.