Navigator II - Bridge to Recovery Care

This role focuses on performing activities associated with evaluating, developing, recommending, implementing, and carrying out the policies and procedures related to the delivery of high quality patient care. In addition, this role focuses on performing the following Care Navigation related duties include: Focuses on the patient's needs and helps guide the patient through the healthcare system and works to overcome obstacles that are in the way of the patient receiving the care and treatment they require. A professional individual contributor role that may direct the work of other lower level professionals or manage processes and programs. The majority of time is spent overseeing the design, implementation or delivery of processes, programs and policies using specialized knowledge and skills typically acquired through advanced education. An experienced level role that applies practical knowledge of job area typically obtained through advanced education and work experience. Works independently with general supervision, problems faced are difficult but typically not complex, and may influence others within the job area through explanation of facts, policies and practices.

Job Overview

This position supports and facilitates a patient's transitions of care following hospital utilization through telephonic patient outreach and coordination of care among team members and outpatient providers and agencies. Act as a key point of contact for the team and a liaison between providers and clinical resources, ensure the patient follows post-discharge plans with a goal of preventing avoidable readmissions. This position supports clinical operations by creating daily patient activity reports and sending to provider offices, reviewing and authorizing referrals, and preparing level of care reports. Helps ensure patients are receiving comprehensive and coordinated care.

Job Description

Minimum Qualifications:

1. High school diploma or equivalent.

2. Two (2) years of clinical setting (Nursing Unit, Care Management, Managed Care, PCP, or Medical Specialist Office).

Preferred Qualifications:

1. Medical Assistant (MA) certification.

2. Four (4) years of clinical setting

Duties and Responsibilities: The duties and responsibilities listed below are intended to describe the general nature of work and are not intended to be an all-inclusive list. Other duties and responsibilities may be assigned.

1. Works within the EPIC Compass Rose platform to triage referrals to the Population Health Department daily; including census/admission/discharge-based assignments.

2. Ensures the EPIC Care Management & Behavioral Health work queues are up-to-date throughout your designated shifts.

3. Completes required documentation in EPIC as well as other department-sponsored databases in a timely and accurate manner.

4. Operates as the EPIC Compass Rose work queue 'subject matter expert'; being a resource to team members, Primary Care practice staff, and other collaterals who refer into the department.

5. Acts as the primary contact for internal and external collaterals; such as health plans, Primary Care practices, and Community Partners.

6. Develops trusting and professional relationships with our internal and external collaterals; engaging respectfully and with the utmost attention to service.

7. Responds promptly to requests made to the department and leverage team members when appropriate.

8. Becomes well-versed in other platforms in order to properly process referrals.

9. Provides coverage to teammates as well as other administrative roles within the department as needed to maintain seamless operations.

10. Runs regularly scheduled reports for management to review and analyze team performance, referral volume, and overall program trends.

11. Collaborates with management to ensure workflows are adequately meeting the needs of the department and the patient population we serve.

12. Trains staff as needed on systems for coverage as well as onboarding purposes.

13. Maintains collaborative relationships with peers and colleagues in order to effectively contribute to the organization's achievement of goals.

14. Helps foster a positive work environment including working collaboratively with internal staff and all affiliated organizations.

Physical Requirements:

1. Normal business office.

Skills & Abilities:

1. Demonstrates customer focused interpersonal skills to interact in an effective manner with practitioners, the interdisciplinary health care team, community agencies, patients, and families with diverse opinions, values, and religious and cultural ideals.

2. Ability to work autonomously in established situations and be accountable to the goals of the department.

3. Ability to influence and negotiate with individuals.

4. Ability to function effectively in a fluid, dynamic, and rapidly changing environment.

5. Familiarity with the target community and feels connected to that community.

6. Ability to work well with people of various ages, backgrounds, ethnicities, and life experiences

7. Ability to prioritize and resolve critical issues efficiently and effectively

8. Detail oriented, with strong organizational skills and multi-tasking abilities.

9. Experience with Electronic Medical Records and possess a willingness and ability to learn and utilize new technologies and procedures.

10. General computer knowledge and ability to use computers. Very strong working knowledge and proficiency with technology and business software (Microsoft Office, Word, Excel).