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Patient Care Navigator
2 months ago
Under the general direction of the Cortica Head of Client Experience, the Care Navigator is responsible for guiding families through a broad range of Cortica services, information and ensuring the efficient scheduling focused on a positive, patient-centered experience. Collaborates with Cortica departments to meet patient expectations, achieve quality outcomes, and build a patient focused culture.
We are a rapidly growing healthcare company pioneering the most effective treatment methods for children with neurodevelopmental differences. Our mission is to design and deliver life-changing care – one child, one family, one community at a time. Ultimately, we envision a world that cultivates the full potential of every child. At Cortica, every team member is instrumental in helping us achieve our mission
Our culture and values guide how we work and treat one another. Cortica celebrates diversity and fosters an inclusive environment, seeking ideas and opinions from everyone on the team. We safeguard equal rights and respect for all individuals, regardless of race, color, religion, sex, national origin, age, disability, creed, genetic information, sexual orientation, gender identity or expression, ancestry, veteran status or other applicable, legally protected characteristics. All Cortica employment decisions are made based on an individual’s qualifications and ability to successfully perform the job responsibilities.
What will you do?
- Ensure caregivers are aware of their welcome visit appointments by sending reminders, manage welcome visit cancellations and arranges for substitute coverage as necessary
- Ensure caregivers have met the welcome visit requirements by completing their forms (i.e., NIF) and benefits checks have been successfully completed
- Represent Cortica principles in handling patient check in and check out via video conferencing software (i.e., Zoom), identifies barriers to caregivers engaging in telehealth and strategies to overcome those barriers
- Serve as primary point of contact for warm transfers from welcome visits, answering questions from caregivers, providing guidance, reviewing policies and next steps
- Schedule appointments based on welcome visit recommendations, consults and support services within established service standards, including ABA assessments, ADIR’s, developmental therapy evaluations, neurodevelopmental evaluations, and care plan meetings
- Review the clinical recommendations for services, cost estimates, guidelines, and policies (e.g., cancellation) with the caregivers and ensures a high level of understanding
- Serve as an essential link between patients and Cortica teams (i.e., billing, scheduling) acting as liaison to ensuring a high level of client support and ease of navigating the Cortica ecosystem
- Review the purpose and next steps for the whole child score card and questionnaire, ensuring it is completed on a timely basis
- Send summary of next steps including forms (DT eval) and information sheets
- Participate in projects to improve client experience, provides insights and feedback on enrollment and scheduling best practices, ensuring standard operating procedures are in place and up to date
We’d love to hear from you if:
- You have two years of customer care experience, preferred in a healthcare setting.
- You are customer service oriented –friendly, cheerful, and helpful to clients and others while following Cortica policies and procedures.
- You can collaborate cross-functionally to ensure the needs of the clients are being met, can identify opportunities to improve service and propose solutions to implement.
- You can research and problem-solve to determine appropriate solutions for clients, think proactively and set follow-ups as needed to ensure timely resolution.
- You have demonstrated communication and interpersonal skills sufficient to convey information in a clear, concise way, synthesizing information and presenting it to families and team members.
- You are skilled at using software and systems including electronic medical record systems, workflow management and Microsoft Office products.
- You have knowledge of HIPAA regulations to safeguard patient information.
- You possess a Bachelors’ Degree in a “Human Services” or related field (preferred).
The base pay range for this opening is $21.87 - $27.33. According to your skill level, relevant experience, education level, and location, you will receive compensation that fits appropriately within the range.
About Cortica:
Cortica is a leading provider of advanced neurological therapies for children with autism and other developmental differences. We offer in-home, in-clinic, and telehealth services that empower families to achieve long-lasting, transformative results.
