Patient Navigator - Signature Health

Description

At Signature Health, our purpose is to provide integrated healthcare for our community specializing in patients with mental illness and/or addiction because we want people to realize their highest potential. If you align with our core values, putting people first, striving for excellence in the work you do each day and have a can-do mindset, then Signature Health is the best place for the next step in your rewarding career. As a full-time employee, you will have access to the following employer/employee paid benefits:

• Medical, Dental, Vision, 401k match, HealthJoy - a no cost medical and mental health online resource available Day 1, and much more
• Robust earned paid time off program (PTO)
• Federal Loan Forgiveness Program (available on eligible roles)
• Tuition & Professional Development Assistance

SCOPE OF ROLE

Reporting to the Director, Patient Services the Patient Navigator, Behavioral Health is responsible for providing an exceptional experience for incoming or returning Signature Health patients. The Patient Navigator, Behavioral Health is responsible for ensuring that all new patient touch points, including the referral life cycle and patient outreach are timely and result in a positive patient experience. This will involve collaboration with the Diagnostic Assessment counselors.

The Patient Navigator, Behavioral Health will also work closely with the Psychiatric Access Team to ensure acute patients receive timely psychiatric evaluation appointments. The Patient Navigator, Behavioral Health will be an integral part of the follow up and outreach to this high risk population and will coordinate with the Intake RN and Nurse Practitioner.

The Patient Navigator, Behavioral Health role is expected to positively impact the new patient attrition rate, increasing retention through strong engagement efforts during the early phase of treatment while ongoing provider relationships are being developed.

HOW YOU'LL SUCCEED

• Establish relationships with new patients, either in person by phone, at the time of or shortly after the initial appointment to ensure engagement and clinical care needs are met.
• Reach out to new or returning patients following initial appointment to follow up on satisfaction, answer any questions, and assist with resolving any barriers to care, i.e. financial, transportation, etc.
• Demonstrate exceptional customer service skills while listening to patient preference and needs, with focus on resolving patient dissatisfaction, and increasing patient retention and reengagement for returning patients.
• Provide orientation to the breadth of services offered at Signature Health, including Primary Care, Behavioral Health, and specialty services such as Infectious Disease, Wellness, etc.,
• Facilitate additional referrals as appropriate based on patient expressed needs and preferences.
• Oversee tracking of new patients utilizing existing data/reports; providing input for improved data collection.
• Document patient encounters in EMR, including follow up on actual and missed appointments, ensuring patients are contacted in a timely manner not to exceed 48 hours
• Active member of the new Psychiatric Access team, which has been established to provide rapid access to psychiatric services for incoming acute patients. In this capacity, will work closely with the RN and Nurse Practitioner to manage and triage referrals to the program. The NPN will assist the RN to co-ordinate the care and provide outreach to these patients, ensuring they are linked with ongoing psychiatric care and other needed services.
• Coordinate integrated services with other key Signature Health departments to support team based care, with the expectations to provide a warm hand off between providers.
• Ensure completion of the documentation of service delivery including but not limited to care coordination, advocacy, and outreach through review of patient notes and engagement with patient care team.
• Monitor new patients' course of treatment until patient is well established with ongoing care team, approximately first 5 to 6 visits.
• Maintain ongoing communication about process flow, including improvement recommendations and unanticipated findings by working with key stakeholders throughout Signature Health.
• Utilize and adheres to all Signature Health policies and procedures including but not limited to intake protocol, scheduling guidelines, patient service best practices.
• Document all interactions with patients in accordance with CARF and agency policy.
• Comply with all agency policies and procedures.
• Maintain all aspects of HIPAA, promoting patient confidentiality and right to privacy.
• May be required to perform remote services as determined by Signature Health.
• Adherence and completion of compliance training provided by Signature Health.
• Responsible for and completes all productivity/documentation requirements.
• Participate in all assigned staff meetings and staff development programs.
• Demonstrate appropriate attendance and punctuality in adherence with Signature Health policies.
• Other duties as assigned.

Requirements

KNOWLEDGE & EXPERIENCE

• High School diploma required.
• Two years of experience in a behavioral health environment is strongly preferred.
• Demonstrated experience will include one of the following: one to one interactions with or consumers in a health care setting, customer service, or advocacy and linkage.
• Strong computer skills with proficiency in Microsoft Office applications.
• Proficient in clinical documentation in electronic medical record.

WORKING CONDITIONS

• Work is normally performed in a typical interior/office/clinical work environment.
• While hours of operation are generally standard, flexibility to work evenings and extended hours may be required.
• Possible exposure to blood borne pathogens while performing job duties.
• Requires periods of sitting, standing, telephone, and computer work.
• Hearing: adequate to hear clients or patients in person, over the telephone or through telehealth technology.
• Speaking: adequate to speak to clients or patients in person, over the telephone or through telehealth technology.
• Vision: Visual acuity adequate to perform job duties, including reading information from printed sources and computer screens.
• Physical effort required: occasional lifting and carrying items weighing up to 15 pounds, unassisted.
• Possible exposure to blood borne pathogens while performing job duties.
• Frequent bending, reaching, and repetitive hand movements, standing, walking, squatting and sitting, with some lifting, pushing and pulling exerted regularly throughout a regular workday.
• Sufficient dexterity to operate a PC and other office equipment.

This Success Profile is not an exhaustive list of all functions or requirements that you may be required to perform; you may be required to perform other job-related assignments as requested by your supervisor or the company. You must be able to perform the essential functions of the position satisfactorily; however, if requested, reasonable accommodations may be made to enable you to perform the essential functions of this job, absent undue hardship. Signature Health may revise this Success Profile at any time, with or without advanced notice.

All employees of Signature Health are required to comply with the Signature Health Annual Influenza Vaccination Policy. This policy requires employees to obtain an annual flu vaccination. A medical and/or religious exemption may be submitted for review by the Signature Health Review Committee. Exemption requests are not guaranteed to be approved. Signature Health is a drug-free workplace. After receiving a conditional job offer, all applicants must successfully pass a pre-employment drug screen.

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