Patient Navigator

Job Description

Job Description

The Outpatient Clinical Liaison acts as a coordinator between internal and external referral sources, and the SABHH acute inpatient service program. The Clinical Liaison is responsible for establishing relationships with business development, case managers, physicians, payors, and other referral sources. This position will coordinate appropriate patient placement (PHP/OIP) through clinical screenings and assessments in collaboration with both hospital Case Managers and the Outpatient Services. The Outpatient Clinical Liaison works closely with hospital the inpatient Admissions Department, Case Managers, and the Admissions/Discharge RNs to ensure a responsive and smooth flowing referral and admission

Essential Duties:

·       Provides appropriate telephone etiquette established by providing prompt and courteous service upon each telephone call received.

·       Schedules patient appointments by abiding by the established provider template ensuring the patient information is current and/or updated.

·       Schedules and relays information within outpatient provider and therapist.

·       Informs patients of required documentation necessary for registration, account update or release of patient information.

·       Ensures ongoing tracking provides appropriate documentation on referrals to promote and ensure patient safety.

·       Works with BH team to increase access and engagement with specialty mental health treatment, substance use treatment, and medical treatment. 

·       Increase follow up rates following hospital discharges

·       Reviews daily discharges, coordinates with discharge teams at to schedule outpatient BH appointments as needed.

·       Assist with managing the In-House BH Referral List – reviewing the list on Mondays and working with outpatient clinicians and Outpatient Director to triage and contact patients to schedule appointments

·       Assist with recall list for patients who missed scheduled BH appointments or screened positive for a BH issue. 

·       Seeks and supports changes in call flow processes and communication services.

·       Suggests improvements and participates in organized efforts to improve service excellence levels.

·       Maintains current knowledge of case management/social services, discharge planning, and stay abreast of hospital programs and services provided.

·       Develops and maintains therapeutic relationships with clients serving as a role model for clients by demonstrating positive, proactive, and respectful communications.

·       Communicate effectively with patients, parents, guardians, and staff of outpatient care planning and expectations.

·       Help parents navigate through the system to ensure that medical, behavioral health, and social needs are being addressed by assisting families to complete non-medical forms as needed.  

·       Maintain records and documentation of all patient contact activity and client data in an accurate and timely manner.  

·       Keep tracking of referrals and meetings in outlook calendar.    

·       Assist BH team in rescheduling no show appointments on a weekly basis in order to help patients engage in treatment and reduce no-show rate.    

·       Performs other duties, as requested.

Requirements

Education and/or Licensure – Minimum High School Diploma or GED. Associates or Bachelor’s degree in social services or other related field preferred

Experience – One year experience in a mental healthcare setting; direct practice in inpatient or outpatient mental health treatment and experience in crisis intervention and customer service preferred.

Additional Requirements – Bi-lingual English/Spanish preferred but not required.

Knowledge Skills and Abilities

·       Knowledgeable of patient rights and laws (i.e. EMTALA) pertaining to mental health and regulations pertaining to psychiatric nursing and the treatment of the mentally and emotionally disturbed patients.

·       Must have the ability to exercise a high degree of diplomacy and tact; excellent customer services and interpersonal communication skills; Cultural sensitivity and demonstrated ability to work with diverse people groups.

·       Basic knowledge of treatment procedures; interventions common to acute psychotic as well as non-violent crises intervention practice, medical, psychiatric emergency procedures and crisis intervention skills.

·       Communicate effectively with a variety of individuals and function calmly in situations which require a high degree of sensitivity, tact, and diplomacy.

·       Ability to exercise appropriate judgment in answering questions and releasing information in accordance with HIPAA and Personal Health Information Act requirements; analyze and project consequences of decisions and/or recommendations.

·       Ability to handle confidential information with great sensitivity.

·       Well-developed verbal and written communication skills in English. Skill to communicate effectively in order to exchange and/or provide information, build and/or maintain cooperative relationships.

·       Skilled in problem solving, prioritizing and time management.

·       Knowledge of state and federal programs and regulations that govern hospital discharge planning and those providing medical care and financial support to individuals, community resources.

·       Ability to work on multiple tasks or parts of tasks simultaneously to ensure timely completion of work activities.

·       Usually works forty (40) hours per week, including weekends.

·       Must be able to multi-task, prioritize with strong time management skills.

·       Exceptional follow through on tasks and assignments

Physical Requirements/Environmental Conditions

Perform the following with or without reasonable accommodations:

·       Ability to stoop, kneel, crouch, crawl, reach, stand, walk, push, pull, lift, grasp, and be able to perceive the attributes of objects such as size, shape, temperature, and/or texture by touching with skin, particularly that of the fingertips. 

·       Ability to express and exchange ideas via spoken word during activities in which they must convey detail or important spoken instructions to others accurately, sometimes quickly and loudly.

·       Hearing to perceive the nature of sound with no less than 40 db loss @ Hz, 1000 Hz, and 2000 Hz with or without correction; ability to perceive detailed information orally and make fine discriminations in sound. 

·       Perform repetitive motions with wrists, hands, and fingers. Individual must be able to exert up to 100 pounds of force occasionally and to be able to lift, carry, push, pull, or otherwise move objects. 

·       Work requires a minimum standard of visual acuity with or without correction that will enable people in the role to complete administrative and clerical tasks, as well as inspect and analyze.

·       Must be able to work and concentrate amidst distractions such as noise, conversation and foot traffic; ability to handle interruptions often and be able to move from one task to another

·       While worker may possibly be subjected to temperature changes, the worker is generally not substantially exposed to adverse environmental conditions as the work is predominantly inside.

Benefits

401K, Medical/Dental insurance, Short-Term & Long-Term Disability

• Health Insurance
• Vision Insurance
• Dental Insurance
• 401K Retirement Plan
• Healthcare Spending Account
• Dependent Care Spending Account
• PTO Plan with Holiday Premium Pay
• Life Insurance (Supplemental Life, Term, and Universal plans are also available.)
• Short and Long-Term Disability (with additional buy-in opportunities)