[Hiring] Care Navigator @Ascend Medical Georgia PC

Role Description

Care Navigators are the company’s patient support liaisons and are often the first Ascend care team member to interact with new members, an important role where the company’s commitment to patient-first accessible healthcare is on display. Care Navigators are responsible for managing crucial aspects of a patient’s individualized care plan including:

• Providing clinical and administrative support
• Triage patients
• Booking appointments
• Preparing patients for examinations

With one-on-one interactions, this role will directly impact the lives of people – helping them get comfortable with a new approach to primary care. The Care Navigator is an integral member of a team focused on providing excellent and comprehensive primary care for a specific population of patients.

Key Performance Outcomes

• 100% consent forms collected from the patient
• 100% of credit cards collected prior to appointment, combined with front office
• 80% reappointment, new patients
• 60% reappointment, existing patients (may already been rescheduled so weighted reappointment %)
• 100% follow up on labs, referrals, prescriptions
• Present with a polished professional appearance with the ability to demonstrate kindness, compassion, energy, and a patient-first focus

Key Responsibilities

• Book telehealth appointments, triage patients virtually, and record patient interview, history & chief complaint utilizing Ascend’s EMR
• Facilitate telehealth consultations by pre-visit chart review or planning, ensuring all equipment is operable prior to appointment, orienting patients to the technology, facilitating communication between provider and patient as needed, and participating in assessments by utilizing technology and other equipment for the purposes of the telehealth encounter
• Prepare patients for examinations and perform/set up referrals for routine screening tests; assist physician with exams; explain treatment procedures and physicians' instructions to patient
• Work directly with the Care Coordinator to ensure all patients have care plans and follow-up appointments lined out by the provider
• Organize and manage inbound and/or outbound communications – calls, chats, and emails as assigned
• Offer advice and guidance to new and existing members, educating new members on the benefits of Ascend Medical and clearly guide members on how to utilize the company’s services, and assist patients to understand and navigate their health insurance so they maximize available benefits
• Process patient phone messages, online messages, follow-up calls, and route them to other team members as appropriate; call/secure messaging with patients to obtain and relay pertinent information for the physician
• Conduct business in a service-oriented manner that is attentive, cooperative, sensitive, respectful, and kind with dealing with patients, visitors, the public, and all colleagues

Qualifications

• High school diploma or equivalent is required
• Graduate from a nationally accredited Medical Assistant program OR equivalent healthcare preparation (i.e. foreign-trained physician, paramedic, etc.) is required
• Certified Clinical Medical Assistant (CCMA) preferred
• Minimum of 2 years MA experience working in a healthcare setting required
• Must be current in CPR certification

Knowledge, Skills, and Abilities

• Knowledge of clinical procedures, medical anatomy, physiology, ICD-10 and CPT codes, insurance eligibility, and copay determination
• Excellent communication skills utilizing appropriate medical terminology; and following appropriate legal and ethical professional conduct
• Creative minded to leverage the strengths of Ascend to problem solve needs
• High energy, growth minded, and curious to learn more
• Highly adaptable
• Critical thinker - understands nuance and can read between the lines
• Team player, you’re joining a company where collaboration and feedback is encouraged
• Must enjoy the art of the conversation and thrive in an environment that necessitates frequent communication with multiple people
• Self-aware problem solver and have a passion to change the landscape of primary healthcare
• Must be task oriented, self-motivated, and able to work remotely without supervision
• Strong ability to utilize technology, experienced with documentation into an EMR
• Spoken and written fluency in English. Bilingual preferred

Work Environment

This is a high growth, fast paced small organization. The ability to be productive, agile, and successful in an intense work environment is critical.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.