MA PATIENT NAVIGATOR - CARE CONNECT

Overview: The MA Patient Navigator supports Care Connect as a passionate advocate for patient needs and is committed to helping patients navigate the healthcare system, integral to our mission. This individual works under the supervision of the Director Practice Transformation.

Role involves working with patients to find new Primary Care Physicians (PCPs) within Covenant's network. Patient Navigators will establish new patient appointments and assist with scheduling follow-up appointments after patients have been discharged from acute care settings. The MA Patient Navigator will collaborate with the RN Patient Navigator, inpatient case managers, primary care office managers and staff, and multidisciplinary team members. The goal is to facilitate timely access to medical care, linking patients and their families to professional and community resources and enabling patients to manage their care actively.

Demonstrates excellent customer service performance in that his/her attitude and actions are at all times consistent with the standards contained in the Vision, Mission and Values of Covenant HealthCare and the commitment to Extraordinary Care for Every Generation. Responsibilities:

- Answer calls and schedule appointments using the EMR system.
- Answers and coordinates all calls, texts, and portal requests through MyChart that come into the Care Connect program hub.
- Creating new and current patient appointments for primary care and specialty offices.
- Follow up with patients and document accurately and appropriately.
- Act as a liaison between discharge planners, providers, and patients through effective communication.
- Determine patients' needs and identify and escalate priority issues.
- Work with community connections to provide resources for patients experiencing Social Determinant (SDOH) needs of economic stability, education access and quality, social and community context, healthcare access and quality, and neighborhood and built environment.
- Navigate through all resources to improve patient satisfaction, appointment adherence, reduction in hospital readmissions and care coordination efficiency.
- Performs other duties as assigned.

Qualifications:

EDUCATION/EXPERIENCE
High School diploma and/or equivalent required,
AND
(1) a successful completion of a competency-based Medical Assistant (MA) training program required.
OR
(2) One (1) year experience in clinical (direct patient care) and/or medical (administrative patient support) required.
BLS certification required within six (6) months as a new hire or internal transfer.
KNOWLEDGE/SKILLS/ABILITIES
- Knowledge of proper release of information standards.
- Excellent oral communication and interpersonal skills.
- Excellent organization, time management skills and attention to detail.
- Proficiency with basic computer and typing skills.
- Ability to remain calm in stressful/difficult situations while demonstrating sensitivity and compassion in all patient interactions.
- Ability to work independently or as part of a team.
- Ability to maintain confidential information.
- Ability to properly obtain/perform the following: EKG, Tympanometry, TB testing, Waived lab testing, Vision testing, Vital signs, A.E.D use (Auto Ext. Defibrillator), BCLS (CPR), Venipuncture technique, Specimen collections, and provide patient education.
- Knowledge of medication side effects and how to effectively communicate to patients.
- Ability to properly administer medications, including proper dosage, proper site and proper schedule.
WORKING CONDITIONS/PHYSICAL DEMANDS
- Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.
- Constant handling, feeling, talking, hearing, tasting, smelling, and near vision.
- Frequent lifting up to 25 lbs.
- Frequent standing, walking, twisting, reaching, depth perception, and field of vision.
- Occasional lifting up to 100 lbs. or more.
- Occasional sitting, lifting, carrying, pushing, pulling, stooping, kneeling, crouching, squatting, crawling, and far vision.