PATIENT ACCESS NAVIGATOR

Patient Access Navigator, Call Center Job Type: Full Time, 80 Hours Per Pay Period, Day Shift Location: Knoxville, TN Position Summary Patient Access Navigators serve as the main point of contact for customers and patients, removing barriers to care and helping navigate healthcare services. They answer calls, live online chats, and emails; respond to inquiries professionally; perform data entry; verify insurance benefits accurately; resolve issues efficiently; schedule patient appointments; and uphold departmental policies, all while presenting a positive image of Covenant Health. The role reports to the Call Center Team Lead and the Call Center Manager. Responsibilities Promote a positive first image of Covenant Health by communicating clearly with customers, patients, employees, care team members, and community agencies, handling all inquiries through inbound/outbound calls, online chats and emails professionally, accurately, and efficiently. Serve as the primary point of contact for customers, ensuring patients encounter no barriers when accessing services. Stay aware of current services offered throughout the health system; provide advocacy, education, and support for accessing community and system programs. Respond promptly and professionally to MedChat (Helen) messages. Respond to emails and online forms in a timely and courteous manner. Develop and maintain strong relationships with internal and external staff responsible for connecting patients with services and appointments. Schedule appointments for new and established patients for Peninsula Outpatient Clinics, fully explaining the process to patients. Facilitate and accurately enter patient messages to providers at Peninsula Outpatient Clinics. Monitor the Patient Portal to provide timely responses to established patients. Provide switchboard services for Peninsula Hospital and the Covenant Health corporate office during business hours, directing calls to appropriate departments. Maintain the Covenant Health physician referral directory database and provide referrals to patients seeking a doctor. Process Physician Information Forms in a timely manner, ensuring accurate and updated physician information for billing and HIPAA compliance. Gather accurate caller/patient demographics and financial/insurance information to process payments or verify benefits, preventing duplicates. Collaborate with the business office to update Peninsula account notes in the computer systems for accurate billing and reimbursement. Notify Call Center leadership of procedural changes or trends in customer calls. Maintain organized documentation for class registrations, marketing campaigns, and other administrative duties. Warmly transfer calls to appropriate staff based on customer needs. Follow up on unresolved inquiries and elevate complaints to leadership promptly. Follow established departmental guidelines and procedures. Attend staff meetings and suggest process improvements to enhance workflow. Maintain strict confidentiality per HIPAA and PHI policies, shredding or storing PHI securely. Perform other duties of office personnel on a relief basis or cross‑training duties. Stay current with regulatory and insurance requirements and incorporate changes into daily work. Demonstrate competence in IT systems related to insurance verification, patient registration, and scheduling. Complete mandatory education annually and participate in quality improvement initiatives. Perform other duties as assigned. Qualifications Minimum Education: None specified; acceptable combinations of formal education and/or prior work experience equivalent to a high school diploma or GED. Preference may be given to individuals with a HS diploma or GED. Minimum Experience: Proficiency in relevant computer applications; excellent customer service, verbal communication, and listening skills. Prior call center or customer service experience is preferred. Licensure Requirements: None. #J-18808-Ljbffr Covenant Health