Patient Navigator

Overview “To enhance the quality of life for men, women and children in the greater Los Angeles area through the provision of high quality, accessible and affordable healthcare services.” Benefits Medical Benefits – FHCCGLA pays 100% of employee’s Kaiser; Anthem Blue Cross; Health Net; and United Health Care coverage (HMO Plan) subject to change during open enrollment. 403 B - Through Mutual of America, the company matches up to 5% of employee’s salary. Dental Benefit – MetLife Only (HMO/PPO Plan). 11 Holidays Observed. 2 Floating Holidays. Vision Benefit – MetLife Plan. 1 Birthday Holiday. Life Insurance – Accidental Death & Dismemberment; and Long‑term Disability. 7 Paid Sick Leave – 56 hours Full-Time. Paid Sick Leave – 40, Part-Time and Per-Diem. Employee Assistance Program. 2 weeks’ Vacation. AFLAC Benefits. This would be a great opportunity to make a difference with you onboard! POSITION TITLE: Patient Navigator

DEPARTMENT: Q.I.

REPORTS TO: QI Coordinator

POSITION OVERVIEW:

The Patient Navigator will work closely with FHCCGLA’s C.M.O. and healthcare teams to improve coordination of patient care. The Patient Navigator will assist FHCCGLA patients by identifying their needs as per FHCCGLA’s Quality Improvement (Q.I./Q.A.) and HEDIS goals. Responsibilities

DUTIES/RESPONSIBILITIES:

1. Greet all clients, visitors, and other contacts from the general public.
2. Conduct brief conversations with patient and family member(s) as applicable to provide instructions or health education information (e.g., fecal occult instructions, etc.) as needed.
3. Pull GAP Reports, i2i Tracks System, and NextGen Reports to determine which patients are due for various preventive care health maintenance measures and follow‑up.
4. Make contact attempts to patients as directed following FHCCGLA’s Q.I./Q.A. & HEDIS goals and objectives.
5. Assist clients from diverse cultural backgrounds in understanding the health system in terms of access or limits to services.
6. Maintain communication with FHCCGLA providers verbally or by setting up communication flags through the E.H.R.
7. Undertake continuous self‑improvement, attending applicable training, seminars, in‑services, and educational classes to maintain skill competency and current knowledge for standard of care and effective practices.
8. Follow all agency safety and health standards, regulations, procedures, policies, and practices.
9. Identify, initiate, and implement measures to deliver high‑quality care to patients and improve services.
10. Respond efficiently and timely to all patient and provider staff needs and inquiries.
11. Ensure excellent customer service to all FHCCGLA patients.
12. Work with the operations managers to manage patient scheduling and flow to address bottlenecks, scheduling issues, etc.
13. Handle patient grievances according to FHCCGLA’s Policy & Procedure.
14. Assist in developing, updating & reviewing FHCCGLA Policies & Procedures (P&P’s) as needed (with input from all other key personnel).
15. Ensure HIPAA compliance by maintaining strict confidentiality of all patient data and E.H.R./Practice Management System (PMS) according to regulations and FHCCGLA’s P&P’s.

16. Attend the following meetings/trainings: Mandatory Quarterly Staff Meeting/Trainings – Quarterly (Jan., Apr., Jul. & Oct.) Corporate Risk Management Meeting – Quarterly (Jan., Apr., Jul. & Oct.), as needed (advanced notice will be provided when feasible) Clinical & Operations (C&O) Meeting – As needed (advanced notice will be provided when feasible) Meetings with FHCCGLA’s Executive Leadership, as needed (advanced notice will be provided when feasible) 17. Other pertinent meetings – As scheduled. 18. Remain informed of: Current legal and regulatory changes related to scope of practice. Specific programs/payors, insurances accepted, and services being offered at FHCCGLA. All applicable Policies & Procedures. 19. Serve as a liaison between clients and medical staff. 20. Facilitate the flow of information regarding updates and changes from front and back office staff as necessary. 21. Assist clients with completion of forms. 22. Provide information on services offered on site. 23. Assist as an EyePACS Photographer. Ensure all FHCCGLA diabetic patients are scheduled for an EyePACS retinal photography appointment (create memos, send emails, etc. as reminders to FHCCGLA providers/staff to schedule their patients for an appointment). Capture and upload digital images of diabetic patient’s retina through the use of the U.C. Berkeley provided photography equipment. Follow up with all no‑shows. Use the “store and forward” electronic consult technology: digital images that are taken and forwarded to the EyePACS website. Forward electronically all digital images taken of all diabetic patients’ retina to a trained U.C. Berkeley provider for interpretation. Ensure to meet U.C. Berkeley’s requirement of 30 retinal photographs per month. If unable to meet the required number, notify supervisor and develop a plan by mid‑month in efforts to reach goal. 24. Educate clients regarding available benefits (health coverage programs) and refer directly to FHCCGLA outreach & enrollment specialists for eligibility screening and/or application assistance. 25. Represent the clinic in all matters dealing with the delivery of health care services and work closely with the Chief Medical Officer. 26. Work closely with the outreach team in greeting/receiving new clients and assisting with the intake process. 27. Attend meetings as scheduled (e.g., Q.I./Q.A., Quarterly Staff Meeting/Training, Medical Advisory Committee Meeting, etc.). 28. Perform all other tasks as assigned. Qualifications

MINIMUM QUALIFICATIONS:

1. High school diploma, minimum (or GED equivalent).
2. FQHC experience, highly preferred.
3. Excellent analytical skills.
4. Motivation to take initiative to ensure all tasks performed are completed thoroughly and accurately.
5. Excellent writing and verbal communication skills.
6. Knowledge of administrative principles and procedures.
7. Computer knowledge preferred (e.g., NextGen (E.H.R. & PMS), Microsoft Word and Excel).
8. Ability to speak Spanish, required.
9. Experience working with clients and staff from diverse socio‑economic, ethnic and cultural backgrounds, preferred.
10. Strong interpersonal and problem‑solving skills, including persuasiveness, assertiveness, initiative and sensitivity when dealing with patients as well as agency staff.
11. Ability to take initiative in performing and completing tasks.
12. Ability to prioritize workload and work under pressure of deadlines.
13. Willingness to adapt to changes in clinic schedules, agency growth and expansion.
14. Ability to function self‑sufficiently, requiring little supervision.
15. Commitment to the mission & vision of Family Health Care Centers of Greater Los Angeles, Inc.
16. Medical Assistant experience, preferred.
17. Transportation required. Will need to travel to FHCCGLA clinic sites as necessary.
18. Evenings and weekends may be required.
19. Current California Driver License.

ADDITIONAL ELIGIBILITY QUALIFICATIONS:

1. Ability to work well with others in a professional and team‑oriented environment.
2. Well‑developed interpersonal skills, friendly personality and able to motivate staff by promoting teamwork.
3. Ability to relate to the public regardless of ethnic, religion and economic status.
4. Excellent communication skills.
5. Willingness to travel.
6. Strong planning and organizational skills.
7. Problem analysis and critical thinking skills.
8. Excellent customer service skills.
9. Knowledge of the following (but not limited to), preferred:

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