Patient Navigator

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Full-Time Stamford, CT, US

3 days ago Requisition ID: 1145

Salary Range: $60,000.00 To $63,000.00 Annually

Company Overview:

Illume Fertility (formerly RMA of CT) specializes in the treatment of infertility, including assisted reproductive technologies (ART) like intrauterine insemination (IUI), in-vitro fertilization (IVF), and pre-implantation genetic testing (PGT). Illume Fertility is Fairfield County’s largest fertility clinic and egg donation center and is led by eight board-certified reproductive endocrinologists. Illume Fertility is consistently recognized as an LGBTQ Healthcare Equality Leader and its Integrated Fertility & Wellness program offers holistic support via acupuncture, mental health counseling, support groups and nutritional counseling. lllume Fertility has 5 convenient locations in Norwalk, Danbury, Stamford and Trumbull, CT and Harrison, NY. This position will be based in our Norwalk facility.

Position Overview:

Coordinate the full breadth of the patient’s experience and serve as a patient ally throughout the continuum of care. Manage the patient's plan of care to ensure achievement of desired patient outcomes. Work in concert with clinical staff and keep abreast of patient’s cycle to ensure that checklist qualifications are being met in a way that is consistent with RMA’s professional standards of clinical practices. Assist clinical team with cycle set-up, consent and checklist completion and protocol review. Spanish-English bilingual proficiency is preferred for this role.

Essential Job Functions:

• Act as liaison between patient and clinical staff; assess patient needs and obtain recommendations from physicians and other health team members for timely and appropriate patient care.
• Meet with new patients to explain practice, team concept, and other services provided.
• Coordinate and schedule patient appointments according to cycle and protocol.
• Serve as patient advocate; communicate questions, complaints, problems, and concerns to appropriate staff members.
• Explain policies and procedures to patients and refer them to the proper people/services.
• Ensure cycle checklist is complete in collaboration with nursing tea,
• Enter lab orders for male and female checklist.
• Send out lab requisition forms to patients once nursing reviews have been conducted.
• Conduct patient retention calls (2-week, 6-week. 12-week, and luteal support/ET support); appropriately document all communications.
• Schedule bi-monthly meetings with physicians to discuss new patients. Request patient list from supervisor.
• Promote wellness programs to patients, including yoga, support groups, seminars, and nutrition services.
• Update patient information in Resource and Athena.
• Obtain medical records from other providers.
• Retrieve operative/pathology reports and CT scan. MRI results for physician to review. Scan results in Ebridge, scan pictures into RESource.
• Draft doctor notes as requested by patient (for time off from work, etc.).
• Ability to handle protected health information (PHI) in a manner consistent with Health Insurance Portability and Accountability Act of 1996 (HIPAA).
• Other duties as needed.

IUI Cycle Setup:

• Navigators will set-up IUI cycles in RESource with nursing support.
• Create individualized protocol sheets that include timing of visits to Illume and medication instructions.
  • Share protocol with patient once RN reviews and approves.
• Ensure the cycle checklist is complete in collaboration with the nursing team.
• Email cycle consents to patients for upcoming treatment cycle.
• Enter RESource orders for semen analysis and uterine evaluation once scheduled.

Surgery Scheduling:

• Schedule patient surgeries at applicable location- in-house or hospital- within 48 hours of receiving the OR request.
• Communicate to MD/Nursing if there is a delay or if patient opts to wait until following month to have surgery.
• Email MRA Surgery distribution list and patient’s nurse regarding dates of appointments and surgery.
• Enter all stim rows for the appointments related to the surgery.
• Enter surgery on OR schedule, confirm time with patient, and make applicable changes necessary. Communicate all information to nursing.
• Confirm time of surgery with patient 2 days in advance
• Prepare pre-op paperwork for MD. Inter-office to satellite locations if necessary.

HIPPA:

• The patient navigator will have access to PHI during the course of his/her work activities. The Patient Navigator will use this information to prepare both patients and medical records for visits with the provider and to keep the flow of work going smoothly in the clinic. Applying the minimum necessary standard of HIPAA, the designated records sets to which this employee will have access include: the full medica record and RESource.

Non-essential Job Functions:

• Call pharmacies to check the status of medication orders as needed. Involve finance if authorization is required. Communicate status to patient.
• Check faxes daily; sort, scan in Ebridge, email results to nursing/physicians. Ebridge only final results. Leave incomplete results for nurse to review.
• Review provider schedules a few days in advance to confirm there are no scheduling conflicts (double booking, overbooked day, etc.). Communicate provider template issues and scheduling conflicts to the appropriate staff member(s).
• Stay abreast of all practice visits; check physician schedule when visit request is sent and manipulate schedule as needed.
• Provide administrative support to physicians; after each new patient visit start an unconfirmed physician referral note for doctor to complete.
• Coordinate teach class- print medication protocols, email distribution list to nursing, front desk, coordinators, and finance.
• Handle fertility preservation cases as needed.
• Maintain inventory of all patient paperwork including, but not limited to, brochures, consents, surgery, instructions, and prescription pads. Check inventory on a weekly basis.
• Assist office team with special events.
• Actively participate in training, seminars, conferences, and professional organizations.
• Serve as bac-up for front desk when applicable.
• Provide additional assistance to the practice when necessary.

Knowledge, Skills, & Abilities:

• Proficiency in verbal and written communication in English and Spanish is required.
• Demonstrates ability to work effectively in a team environment.
• Demonstrates problem solving skills in a complex environment.
• Demonstrates effective interpersonal relationship and customer service skills.
• Good organizational and time management skills

Education/Experience Requirements:

• Previous experience working in customer or patient service preferred.
• Excellent computer and communication skills required.

Physical Requirements/Working Conditions:

• Intermittent physical activity including walking, standing, sitting.
• Ability to sit and/or stand for up to 8 hours/day.
• Incumbent will be required to work at any facility and be responsible for their own transportation.
• incumbent will be scheduled based on operational need (rotate shifts, standby, on-call).

Immunization:

Staff member must meet immunizations requirements as stated in the Illume Fertility immunization policy.