Care Navigation Coordinator I - New England Neurological Associates

Hours: 40 hours weekly, Monday-Friday 8am-430pm

Location: New England Neurological Associates, Lawrence

Job Profile Summary

This role focuses on performing activities associated with evaluating, developing, recommending, implementing, and carrying out the policies and procedures related to the delivery of high quality patient care. In addition, this role focuses on performing the following Care Navigation related duties include: Focuses on the patient's needs and helps guide the patient through the healthcare system and works to overcome obstacles that are in the way of the patient receiving the care and treatment they require. An organizational related support or service (administrative or clerical) role or a role that focuses on support of daily business activities (e.g., technical, clinical, non-clinical) operating in a "hands on" environment. The majority of time is spent in the delivery of support services or activities, typically under supervision. An entry level role that typically requires little to no prior knowledge or experience, work is routine or follows standard procedures, work is closely supervised, and communicates information that requires little explanation or interpretation.

Minimum Qualifications:

1. High school diploma or equivalent.

Preferred Qualifications:

1. One (1) year of healthcare experience.

Duties and Responsibilities: The duties and responsibilities listed below are intended to describe the general nature of work and are not intended to be an all-inclusive list. Other duties and responsibilities may be assigned.

1. Acts polite and courteous to patients and customers when interacting with customers and patients. Provides excellent customer service and problem solving when issues arise.

2. Answers and analyzes requests and handle as needed - further research may involve interacting with area staff, supervisor, manager, another hospital departments or patient advocate office.

3. Answers calls that come in to the call center and dispatch these calls out to the appropriate service and/or staff member. Receives and transfers calls to appropriate personnel. Provides follow up calls as needed.

4. Informs family members, visitors, and delivery services of patient room locations and hours and provides detailed directions to their destination.

5. Informs patients and visitors of local transportation, hotels, and restaurants upon request.

6. Utilizes hospital information systems and wayfinding tools appropriately.

7. Monitors phone, fax systems, and mail inquiries for resolution. Resolve or direct returned mail to proper staff member.

6. May interact with billing and collection agencies. Identify patient issues/disputes, account holds and payment plan questions and assist with resolution.

7. May provide requested billing, demographic information to physicians, ambulance companies and other partners as requested via the telephone following hospital protocol.

8. May posts patient credit card payments as requested over the telephone to appropriate accounts via the hospital system.

9. May research self-pay credit balances and prepare for check refunds, refund of credit card payments through current system as required or transfer payments to other open accounts per hospital procedure.

10. Partners with Interpreter Services to assist non-English speaking patients.

11. Liaises with Security in the interest of the Medical Center's safety.

13. Maintains collaborative, team relationships with peers and colleagues in order to effectively contribute to the achievement of goals, and to help foster a positive work environment.

Physical Requirements:

1. Frequent sitting, occasional standing or working, and lifting of 10-15 points.

2. May be exposed to dust and other typical office-like discomforts.

3. Manual dexterity using fine hand manipulations for computer keyboard operation.

4. Requires ability to see computer screen and read reports.

5. Requires ability to hear instructions from physicians and other clinical or nursing staff.

Skills & Abilities:

1. Computer literacy required including familiarity with word processing programs and electronic spreadsheets and facility in learning new applications.

2. Excellent customer service skills including excellent interpersonal and telephone skills.

3. High degree of tact is necessary due to frequent interaction with patients, physicians, and insurance companies.

4. Strong business skills, including understanding of health care expense, revenue, and reimbursement models and how they affect business plans.

5. Ability to develop recommendations based on analysis and lead teams and drive to decisions.

6. Excellent organizational skills required with attention to detail. Ability to prioritize work and be flexible with work assignments.