Patient Navigator Coordinator II, Full Time, Norwood
Professional Diversity Network
Norwood, MA, USA
Atrius Health is a nonprofit healthcare
leader delivering a system of connected care that enables us to know our
patients better so that we can serve them well. Across 32 clinical locations,
more than 50 specialties and 825 physicians, we provide proactive, customized
care to more than 720,000 adult and pediatric patients across eastern
The Atrius Health practices including Dedham
Medical Associates, Granite Medical Group, Harvard Vanguard Medical Associates
and PMG Physician Associates - together with VNA Care - work in collaboration
with hospital partners, community specialists and skilled nursing facilities,
to develop innovative and effective ways of delivering care in the most
appropriate setting, making it easier for patients to be healthy.
We believe that by establishing a solid
foundation of knowledge, understanding and trust with each of our patients, we
enrich their health and enhance their lives.
to and working under the general direction of the Supervisor(s) and Manager of
the department, reviews complex referral requests and evaluates and assigns
appropriate specialist for the patient. Works with patients and providers to
understand services being requested. Interviews patients as needed to obtain
full understanding of what information is being requested. Works closely with
Specialty Nurses to ensure clinical handoffs are safe and appropriate.
Coordinates care both within Atrius Health and with external partners.
GENERAL DUTIES AND RESPONSIBILITIES
referral information from work queue for pertinent information regarding
referral requests. Reviews each external referral for opportunity to convert to
internal referral and reviews options with patients.
patients with managed care products appropriately ensuring clinical handoff is
safe using expertise of specialty nurses. Ensures adequate information is
obtained and relayed when care is moved.
insurance benefits and options to patients.
Explains denials to patients.
the Atrius Health System of Care by highlighting internal providers and their
with supervisors to ensure patients are receiving timely responses and detailed
answers to their complex questions.
questions/concerns from patients regarding billing and determines if issue is
related to the referral process. Assists in resolving billing and denied
referral matters as they relate to the referral process.
escalated issues and stat same day calls; determine appropriate action and/or
works with clinical team for decision.
deescalates issues with upset patients and practices. Uses advanced listening
techniques to understand the issue and give patients options as they are
available. Escalates to supervisors only as needed.
roles within the Navigator. Trains and teaches
in problem solving activities, focusing on productivity and quality. Works with supervisors to ensure continuous
improvement of the department.
A minimum of a High school diploma (or equivalent education,
experience or training) is required.
minimum of three years in a clinical or customer service setting preferred.
Must be able to respond knowledgeably to a wide range of patient issues for
every contracted and non-contracted payers, including government and
non-government payers. Strong technical proficiency in Microsoft, scheduling
software and electronic medical records systems (Epic or equivalent). Strong
problem solving and complex patient management skills preferred. Relevant
experience in the managed care environment preferred. High level of
understanding of health insurance products and limitations in order to match
patient to available providers.
Service: Ability to provide a high level of customer service to
patients, visitors, staff and external customers in a professional,
service-oriented, respectful manner using skills in active listening and
problem solving. Ability to remain calm in stressful situations.
Making: Ability to make decisions that are guided by general
instructions and practices requiring some interpretation. May make
recommendations for solving problems of moderate complexity and importance.
Solving: Ability to address problems that are varied, requiring
analysis or interpretation of the situation using direct observation, knowledge
and skills based on general precedents.
of Action: Ability to follow precedents and procedures.
May set priorities and organize work within general guidelines. Seeks
assistance when confronted with difficult and/or unpredictable situations. Work
progress is monitored by supervisor/manager.
Communications: Ability to summarize and communicate in
English moderately complex information in varied written formats to internal
and external customers.
Communications: Ability to comprehend and communicate complex
verbal information in English to medical center staff, patients, families and
to demonstrate full working knowledge of standard concepts, practices,
procedures and policies with the ability to use them in varied situations.
Work: Ability to work collaboratively in small teams to improve
the operations of immediate work group by offering ideas, identifying issues,
and respecting team members
Atrius Health is
committed to a policy of non-discrimination and equal employment opportunity.
All patients, employees, applicants, and other constituents of Atrius Health
will be treated with respect and dignity regardless of race, national origin,
gender, age, religion, disability, veteran status, marital/domestic partner
status, parental status, sexual orientation and gender identity and/or
expression, or other dimensions of diversity.
* Up to 8% company
* Generous Paid Time
* 10 paid holidays,
* Paid professional
Competitive health and welfare benefit package.
Atrius Health is an equal opportunity/affirmative action employer and does not discriminate in recruiting, hiring, training, promoting or any other employment practices on the basis of race, color, religion, sex, marital status, age, sexual orientation, gender identity, national origin, military service or application for military service, veteran or disability status.
Applicants have rights under Federal Employment Laws: Family and Medical Leave Act (FMLA);Equal Employment Opportunity (EEO); and Employee Polygraph Protection Act (EPPA).
VEVRAA Federal Contractor
Request Priority Protected Veteran & Disabled Referrals for all of our locations within the state