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Emergency Department Care Navigator
2 months ago
We are seeking a highly skilled Emergency Department Care Navigator to join our team at WMC Health. As a key member of our healthcare team, you will be responsible for ensuring an exceptional patient experience in the Emergency Department.
Key Responsibilities- Conduct Regular Rounds: Conduct regular rounds on Emergency Department patients and waiting areas to create a welcoming environment and address any immediate needs.
- Point of Contact: Serve as a point of contact for patients to share concerns, expectations, and unmet needs; liaising with the appropriate staff members to ensure quick resolution of issues to support patient satisfaction.
- Collaborate with Care Team: Collaborate with the care team to identify potential barriers to patient adherence, such as appointment scheduling, transportation, pharmacy access, and financial concerns.
- Schedule Follow-up Appointments: Help patients schedule necessary follow-up appointments in real-time before their discharge from the Emergency Department.
- Document Interactions: Thoroughly document all interactions, and correspondences in the electronic medical record and any other required systems.
- Identify Areas for Improvement: Identify areas for improvement in patient care and outcomes, providing recommendations for enhancing the healthcare delivery process.
- Maintain Patient Rooms and Waiting Areas: Ensure that patient rooms and waiting areas are clean, comfortable, and safe, contributing to a conducive atmosphere for treatment.
- Compliance and Regulatory Requirements: Maintain proficiency with Patient Rights, HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems), and other regulatory requirements and internal processes to ensure compliance.
- Marketplace and Insurance Information: Offer fair, accurate, and impartial information and assistance to individuals eligible for the Marketplace, Medicaid, Children's Health Insurance, and commercial plans.
- Additional Duties: Perform other duties assigned to support the smooth functioning of the Emergency Department and patient care.
- Experience: 3-5 years of healthcare, direct customer service, or managed care experience.
- Education: Bachelor's degree required with specialization in health-related fields; public health, business, communication, or other.
- Licenses/Certifications: N/A
- Other: Superior customer service skills, professional and courteous demeanor, ability to handle stressful situations in a high acuity healthcare network, ability to communicate effectively both verbally and in writing, ability to establish rapport with the public, ability to handle and safeguard confidential information, sound professional judgment, maturity, courtesy, empathy, keen sensitivity, flexibility, dependability, and bi-lingual competency a plus.
