[Hiring] Oncology Patient Care Navigator @Highmark Health

Role Description

Serves as a communication facilitator for patients, referring physicians, and caregivers. Identifies new and recurring patients, provides welcoming and comfort calls, and assists the Nurse Navigator with patient flow. Works with the Nurse Navigator to facilitate a plan which provides clinical and support care to the patient, including scheduling of appointments and utilization of supportive care services within the Network. Takes lead and assumes responsibility and accountability for the management of resources through the interdisciplinary collaboration to achieve optimal patient outcomes.

• Responsible for community outreach and high-risk populations to connect the patient to appropriate clinical care.
• Coordinates data, community services, and AHN resources into a seamless model of access and care benefiting patients, physicians, and family members.
• Provides patients with a welcoming/courtesy call and post-visit comfort call; available for any questions or concerns the patient/family may have.
• Provides patients with a welcoming/hospitality packet including information related to supportive services and programs available.
• Leads process improvement strategies within the patient's experience to improve flow and operations.
• Assists patients in scheduling appointments as needed, including all aspects of the multi-disciplinary team (physicians, consults, supportive care services, etc.).
• Facilitates the patient journey to procedures and visits as needed.
• Coordinates with Nurse Navigator and other members of the health care team to facilitate all aspects of patient care.
• Works with CM/RN/SW to facilitate the patient's transfer of care.
• Integrates and facilitates care for patients across the care continuum.
• Trends data and outcomes required for the navigation program.
• Provides surveys for patients and completes log of data and desired outcomes.
• Tracks patient concerns and complaints and provides service recovery to the patients, notifying clinical staff of those issues.
• May work with and assist cancer registry staff to obtain data to evaluate patient outcome information related to the care delivery model.
• Identifies the patient's insurance concerns and issues and facilitates resolution.
• Works as a liaison between the hospital and post-acute providers.
• Provides support to the patient's family members and caregivers.
• Identifies problems and opportunities and takes appropriate action.
• Leads a team of navigators, liaisons, and volunteers to improve the patient experience.
• Performs other duties as assigned or required.

Qualifications

• Minimum: Associate degree or equivalent experience.
• 3 years of clinical experience in physician office practice or hospital.
• Competency in Excel, Word, and PowerPoint.
• Preferred: Knowledge of the healthcare delivery system, resources, community for the oncology population.

Requirements

• This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.
• Employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times.
• Compliance with the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures.
• Compliance with the company’s Code of Business Conduct, including adherence to applicable federal and state laws, rules, and regulations.

Benefits

• Pay Range Minimum: $19.25
• Pay Range Maximum: $29.07
• Base pay is determined by a variety of factors including a candidate’s qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations.
• The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets.