Patient Navigator

Customer Service Representative

The incumbent performs various customer service duties including greeting and welcoming patients, responding to general inquiries, providing general information on NCHC and its various services, directing patients to appropriate services and resources, providing interpretation for non-clinical discussions (if appropriate), assisting with the distribution, explanation, and collection of patient satisfaction surveys, taking information from patients for various reports and forms, and assuring timely flow of patients through patient cycle time. Individuals in this assignment may have routine access to individually identifiable health information including patients' entire medical records on a need-to-know basis only. All employees of NCHC are responsible to practice good risk management, quality assurance, and deliver excellent internal and external customer service. All employees must understand and exemplify the organization's mission, vision, and core values.

Essential Duties/Responsibilities:

Essential duties/responsibilities include the following as well as other duties that may be assigned:

• Greets and welcomes patients.
• Determines nature of patients' visits for appropriate processing.
• Schedules appointments and maintains appointment calendars for providers.
• Explains Health Center policy including payment of accounts and determines fee for service based on sliding fee schedule.
• Disseminates information to patients, staff and others as appropriate.
• Assists patients with the completion and validation of all patients' forms and documents including regular updates of information.
• Assists with enrollment of patients in Letter of Agreement (LOA) and Presumptive Eligibility for Medicaid for women and children.
• Directs patients to appropriate services.
• Keeps abreast of patients in patient traffic flow and assists those who are delayed through patient cycle time.
• Assists with language interpretation as appropriate in non-clinical discussions.
• Assists with distribution, explanation, completion, and collection of patient satisfaction survey.
• Takes patient information for the completion of various forms and reports.
• Distinguishes individuals who may be the victims of bioterrorism or other contamination and responds accordingly.
• Immediately alerts nurse manager or designee for triage of any patient who presents in crisis.

QUALIFICATIONS:

• High school diploma or general education degree (GED).
• Two to three years related work experience and/or training; or equivalent combination of education and experience.
• Bilingual in English/Spanish, Portuguese, French, or Haitian Creole a plus.
• Demonstrated computer proficiency with working knowledge of Microsoft Office products (previous knowledge of electronic practice management and medical records helpful).

As a condition of employment, we require that all staff are fully vaccinated against COVID-19. Therefore, all new employees need to be fully vaccinated against COVID-19 as well as boosters when eligible, and are required to provide documentation of receiving COVID-19 vaccines.

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