• 2211445

MyHealth Patient Navigator - 100% REMOTE

JOB SUMMARY:
Provides direct customer service liaison and support to patients and families. Manages patient visits in a way that actively supports key relationships between executives and other Relationship Managers and the patient/family by facilitating scheduling of medical and administrative services, serving as host and personal guide to patients and families, and independently finding solutions for problems or special needs that may arise.

• Must be able to work remotely (from home) or office – flexibility may be needed due to COVID-19
• Day to day management of client/patient database content
• Must be highly organized and comfortable with Microsoft Excel
• An exceptional communicator verbally and via phone
• Ability to work consistently between the hours of 8:00 am – 5:00, M – F.
• Available to support prospective patients in extensive program education and enrollment
• Available to provide ongoing concierge service and support to enrolled patients throughout program
• Manages multiple communication channels (phone, chat, email, MHAV) to meet patient communication preferences
• Partners and collaborates with other team members and other teams to support standard maintenance and ongoing improvement initiatives within bundle program
• Provides clear feedback and advocacy for patient population to relevant teams as the voice of the customer
• Position requires heavy phone usage (no face-to-face patient interaction)
• Position may require delivering difficult or disappointing information to patients regarding program eligibility, enrollment status, or other sensitive topics, which may result in patients being unhappy with the outcome of the conversation

KEY RESPONSIBILITIES:

• Facilitates the scheduling of medical and administrative services by identifying the appropriate provider and the most effective method for accessing the services promptly.
• Partners with Executives and other Relationship Managers who refer patients to ensure that patient visits actively supports their relationship with the patient/family
• Proactively provides updates that are appropriate in frequency and detail within the framework of privacy/HIPAA safeguards and are tailored to the need for information and the specific patient situation.
• Serves as host to patients and families during medical visits.
• Updates and maintain the Client/Patient database content to ensure effective coordination and generate management and executive reports.
• The responsibilities listed are a general overview of the position and additional duties may be assigned.

TECHNICAL CAPABILITIES:

DOCUMENTATION & WRITING SKILLS - (ADVANCED):- Demonstrates the uppermost levels of expertise in applying patient relations documentation in challenging and complex situations. Often takes a lead role in highly pressurized situations when there is a need to achieve results. Consistently delivers documentation services in a creative and imaginative manner while setting a standard for others. Actively participates in outside professional organizations and forums. Contributes in the development of documentation best practices for the organization.

LISTENING (ADVANCED):- Demonstrates excellence in listening and often requested by others to summarize and interpret what transpired at meetings and during conversations. Demonstrates reflective listening by using phrases such as Do I hear you saying....?? or It sounds like.... Perseveres until all key points are explained. Always gives speakers the feeling of comfort and interest, focusing intently on the subject. Formulates responses and draws conclusions only after speakers are finished.

CUSTOMER CONFLICT MANAGEMENT - (NOVICE):- Shows flexibility and open-mindedness when priorities and goals change or when faced with conflicting points of view. Initiates actions and demonstrates leadership that address problems and different points of view. Escalates conflicts that cannot be resolved to a higher level. Accepts opposing views constructively and contributes to a positive work climate.

CORE ACCOUNTABILITIES:

• Organizational Impact: Executes job responsibilities with the understanding of how output would affect and impact other areas related to own job area/team with occasional guidance.
• Problem Solving/ Complexity of work: Analyzes moderately complex problems using technical experience and judgment.
• Breadth of Knowledge: Has expanded knowledge gained through experience within a professional area.
• Team Interaction: Provides informal guidance and support to team members.

Physical Requirements/Strengths needed & Physical Demands:
• Sedentary category requiring exertion up to 10 lbs. of force occasionally and uses negligible amounts of force to move objects. Sedentary work involves sitting most of the time.
Movement
• Occasional: Sitting: Remaining in seated position
• Occasional: Standing: Remaining on one's feet without moving.
• Occasional: Walking: Moving about on foot.
• Occasional: Lifting under 35 lbs: Raising and lowering objects under 35 lbs from one level to another
• Occasional: Lifting over 35 lbs: Raising and lowering objects from one level to another, includes upward pulling over 35 lbs, with help of coworkers or assistive device
• Occasional: Carrying under 35 lbs: Transporting an object holding in hands, arms or shoulders, with help of coworkers or assistive device.
• Occasional: Push/Pull: Exerting force to move objects away from or toward.
• Occasional: Bending/Stooping: Trunk bending downward and forward by bending spine at waist requiring full use of lower extremities and back muscles
• Occasional: Balancing: Maintaining body equilibrium to prevent falling when walking, standing, crouching or maneuvering self, patient and equipment simultaneously while working in large and small spaces
• Occasional: Climbing: Ascending or descending stairs/ramps using feet and legs and/or hands and arms.
• Occasional: Kneeling:Bending legs at knees to come to rest on knee or knees.
• Occasional: Crouching/Squatting: Bending body downward and forward by bending legs and spine.Reaching above shoulders: Extending arms in any direction above shoulders.
• Occasional: Reaching above shoulders: Extending arms in any direction above shoulders.
• Frequent: Reaching below shoulders: Extending arms in any direction below shoulders.
• Frequent: Handling: Seizing, holding, grasping, turning or otherwise working with hand or hands.
• Frequent: Fingering: Picking, pinching, gripping, working primarily with fingers requiring fine manipulation.
• Frequent: Bimanual Dexterity: Requiring the use of both hands.
Sensory
• Continuous: Communication: Expressing or exchanging written/verbal/electronic information.
• Continuous: Auditory: Perceiving the variances of sounds, tones and pitches and able to focus on single source of auditory information
• Continuous: Vision: Clarity of near vision at 20 inches or less and far vision at 20 feet or more with depth perception, peripheral vision, color vision.
• Continuous: Smell: Ability to detect and identify odors.
Environmental Conditions
• Occasional: Chemicals and Gasses: Medications, cleaning chemicals, oxygen, other medical gases used in work area.
• Occasional: Pathogens: Risk of exposure to bloodborne pathogens and other contagious illnesses.