Temp Navigation Center Representative

ESSENTIAL DUTIES AND RESPONSIBILITIES

• include the following. Additional duties may be assigned with or without prior notice.
• Provides an exceptional level of customer service to all patients and staff using AIDET Standards.
• Answers the telephone in a courteous, professional manner, and follow pre-designed scripts when handling patient calls.
• Handles high volume of inquiries from patients and internal/external customers, and deal with frequent changes, delay, or unexpected events.
• Receives incoming calls responsible for processing/directing them to the appropriate person or department when the Navigation Center is unable to assist the caller.
• Schedules, cancels, reschedules, and adheres to scheduling guidelines and frequency limitations.
• Provides directions to CHCCC locations to clientele upon request.
• Provides information to patients regarding clinical processes and answer questions as needed, including, but not limited to referral process, prescription refills, transportation services, financial programs, and other services.
• Verifies patient insurance in accordance with CHCCC guidelines and informs patients what information needs to be presented in order to apply for the various financial programs or health insurance options.
• Performs data entry, pre-registers, updates patient information, demographics, and insurance information.
• Ensures patient messages are properly documented in the patients EHR.
• Communicates with providers and other health center staff via electronic health record system.
• Responsible for contacting providers/professional staff and placing calls at the direction of the professional staff (such as doctor on call).
• May assist in completing appointment confirmation calls.
• Monitors the queue to ensure calls are answered in a timely appropriate manner.
• Executes department goals such as meeting the required number of calls per day.
• Completes Process Control Board (PCB) hourly.
• Updates Managed Daily Improvement (MDI) Board and Huddle metrics as needed.
• Assists in training, mentoring, and orientation of new and existing staff including other health center staff.
• Conducts patient outreach as needed or assigned and educates patients on CHCCC services.
• Promotes CHCCC Continuous Quality Improvement Program.
• Demonstrates adherence to and observes all safety policies and procedures, inclusive of infection control rules and regulations.
• Demonstrates the knowledge and skills necessary to provide care appropriate to the age of the patients served (infants, pediatrics, adolescents, adults or geriatrics).
• Demonstrates knowledge of domestic violence, child and dependent abuse protocols.
• Demonstrates culturally sensitivity and competence with patients.
• Maintains and adheres to HIPAA, employee confidentiality, and privileged communications (patient, employee, and corporation).

SUPERVISORY RESPONSIBILITIES

• This job has no supervisory responsibilities.

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.

EDUCATION and/or EXPERIENCE

LANGUAGE SKILLS

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of patients or employees of organization.
• Bilingual - ability to read, speak and write in English and another language is desirable.

MATHEMATICAL SKILLS

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratios, and percent, and to draw and interpret bar graphs.

REASONING ABILITY

COMPUTER SKILLS

• Intermediate computer literacy to comply with department needs (e.g. electronic medical record documentation). Experience with word processing, spreadsheets, email, and keyboarding required. Proficiency in Microsoft Office programs required. Minimum of typing at 35 wpm preferred.

CERTIFICATES, LICENSES, REGISTRATIONS

OTHER REQUIREMENTS

• Required to pass a criminal history background check upon hire.
• Annual health examination; annual Tuberculosis skin test clearance or chest x-ray; proof of immunity to MMR, Varicella, and Hepatitis B; proof of Tdap vaccine; during current flu season, must provide proof of influenza vaccine or a signed declination form. If declined, a flu mask is mandatory during flu season.

PHYSICAL DEMANDS

WORK ENVIRONMENT