Customer Care Navigator

2 weeks ago

Truckee, United States Tahoe Forest Health Full time
Bargaining Unit: EA

Rate of Pay: $23.35/hour + DOE

Summary
The non-clinical Customer Care Navigator works as an informed advocate and liaison to guide patients through Tahoe Forest health care system and connects patients with health and wellness resources provided by the District and within the local community. Responsible for maintaining the Customer Care Navigation tracking system, Electronic Health Record (EHR) documentation, and daily schedule of health and wellness appointments and events. Facilitates all programming occurring at Tahoe Forest Center for Health with appropriate support, equipment and supplies. Provides exceptional customer service to patients, families, health care partners, Tahoe Forest employees, and Tahoe Forest Center for Health (TFCH) contractors.

Essential Duties and Responsibilities

  • Acts as a non-clinical customer care navigator to assist patients in accessing healthcare services and community wellness programs.
  • Performs daily front desk operations, to include but not limited to, program inquiries and patient intake process, scheduling appointments, resolution of patient concerns, phone calls, monitoring group email account, daily maintenance of facility and special projects as assigned.
  • Maintains an awareness of all patients entering and exiting the Tahoe Forest Center for Health.
  • Coordinates, schedules, and oversees all incoming referrals to the Tahoe Forest Center for Health, and routes to appropriate provider or service.
  • Interviews patients to effectively schedule and register.
  • Follows established parameters to ensure treatments and appointments are scheduled with the required amount of time and with the appropriate resources.
  • Reads and interprets referrals to determine appropriate programs and/or referral routing procedure.
  • Maintains Tahoe Forest Wellness Neighborhood Work queue of patient referrals including referrals to Care Coordination and health and wellness resources.
  • Maintains basic knowledge of events, services, information, and patient appointments in multiple offsite locations throughout the day.
  • Maintains awareness and assists the general public with wayfinding all hospital departments, providers, services, and locations.
  • Assists all patients with health and wellness resources by acting as a patient advocate.
  • Provides customers with culturally appropriate health resources and health information.
  • Utilizes interpreter service to communicate with patients when needed.
  • Reduces client access barriers by assisting assigned clients with navigating the healthcare system and educating clients about health system services and programs.
  • Communicates patient and customer concerns to Tahoe Forest Health System (TFHS) patient advocate.
  • Documents completely the interaction and outcome of patient contacts in the Electronic Medical Record (EMR), including person(s) spoken to, outcome.
  • Acts as primary resource for Tahoe Forest Health System staff regarding the Wellness Bank employee benefit.
  • Performs daily shift procedure checklist facilitating numerous wellness program operations.
  • Provides a high quality contact experience for the patient with every interaction
  • Conducts outreach via phone, email, or in-person communication in order to raise awareness of health services/activities and enroll individuals who are either referred by their health care provider or self-refer.
  • Works with patients, families, providers, clinical and non-clinical staff to coordinate the patient's experience through-out the process of accessing health and wellness resources.
  • Maintains accurate schedule of appointments and events for all wellness services.
  • Performs a variety of general and administrative duties including, but not limited to, database support, accounting support, general office/clerical, filing and miscellaneous reports.
  • Ensures all necessary demographic and financial data is obtained and accurately entered into the Mindbody software.
  • Maintains accurate data tracking in Master Navigation Excel spreadsheet.
  • Prepares, disseminates and sends correspondence for patient education material and programs as needed or requested.
  • Answers incoming calls for other hospital departments and routes call appropriately, efficiently, and with excellent customer service.
  • Performs cashier functions for all patients who present cash, check or credit card as payment for services.
  • Requests, processes, and deposits all payments per department cash handling policy to promote stewardship of District resources.
  • Maintains and orders supplies for the facility.
  • Processes and stocks linen as needed.
  • Checks email several times during shift and responds appropriately.
  • Collaborates with multiple departments and teams when assisting their patients.
  • Works closely with Care Coordination team to establish scholarship eligibility for patients and documents status in the patient EHR.
  • Assists all providers and instructors with their schedules, patient communication, and facility setup.
  • Assists facilitator with meeting logistics including room and equipment preparation, arrangement of furniture, AV equipment setup, ZOOM meeting setup, and coordinating materials for special events as needed or requested.
  • Coordinates or designs marketing collateral materials; such as advertising, website, presentations, brochures and flyers.
  • Collaborates with Wellness Neighborhood and Community Health departments to produce and design monthly newsletter sent to community members.
  • Performs to department productivity and accuracy expectations.
  • Navigates multiple computer applications.
  • Completes all job functions with discretion ensuring patient privacy.
  • Actively looks for solutions and shares ideas for improvement with team.
  • Maintains proactive and positive communication with management team, peers, and patients at all times.
  • Complies with current and standardized referral policies and workflows.
  • Prioritizes tasks and follows work through to completion.
  • Displays critical thinking at all times.
  • Demonstrates System Values in performance and behavior.
  • Complies with System policies and procedures.
  • Performs other duties as required and assigned.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Supervisory Responsibilities
No supervisory responsibilities.

Minimum Education/Experience
No educational requirement and 6 months to 1 year relevant experience

Required Licenses/Certifications
None

Other Experience/Qualifications

Required:
  • Excellent interpersonal and verbal skills
  • Enthusiastic and have strong organizational skills and the ability to work independently
Preferred:
  • Front desk, customer service and clerical experience

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