Job Summary

The Patient Navigator’s primary function is to build a relationship with new patients and referring physicians’ offices to coordinate a plan of care including education and support services for neurosurgery consultants at BBS. Collaborates with the physicians and staff of Barrow Brain and Spine to provide patients with the highest quality of care and services or new patient referrals.

Requirements

Performance Requirements

• Ability to type 25 WPM with demonstrated working computer knowledge.
• Reports to work regularly without undue tardiness.
• Maintains a positive attitude and demonstrates the utmost in professionalism.
• Completes work accurately and in a timely manner with the ability to multi-task.
• Demonstrates excellent oral, written & telephone communication skills, along with tact, diplomacy, and strong customer service orientation.
• Prioritizes work activities and receives and assumes multiple job duties.
• Maintains effective working relationships with physicians, administration, BBS staff members, and hospital personnel.
• Follows BBS’s policy and procedures.
• Basic knowledge of medical terminology and ICD10 and CPT coding.

Process all incoming faxes

• Review records make sure all required records are received.
• Request missing information from referring office or patients.
• Assign an appropriate provider upon receipt of all required records.

Phone calls

• Answering new patient calls from new patients and referring physician’s offices.
• Providing information on new patient processes (records required for consultation.)
• Answering general questions.

Mail

• Process new patient’s incoming mail.
• Uploading CDs to Ambra.
• Scanning in records to PDF format.

Infusion (Online NP request)

• Process NP online request every morning.
• Reply via email or call depending on the situation.

Email

• Respond to Care Coordinator’s questions.
• Process imaging request sent to SMIL, Simon Med or Banner.
• Process new patient referrals sent by Portal.

Voicemails

• Respond to voicemails left throughout the day before the end of the day from new patients and referring physician’s offices.

X-rays

• Processing incoming images sent electronically via Ambra/mail/patient drop off.
• Acts as a liaison between provider and patient.
• Keeps detailed records of every case.
• Coordinates with various providers and their staff to meet patient needs.
• Knowledge about available resources and process to access needed resources.
• Provides education/information throughout all phases of patient care to clients and/or families to maximize the patient/family ability to understand and adhere to medical recommendations.
• Ensures all initial consultations, pertinent notes, lab slips, radiology and pathology reports are available to the physician prior to patient arrival.
• Represents physicians by screening incoming telephone calls, recording and transmitting messages, screening new patients and visitors.
• Maintains patient confidence and protects operations by keeping information confidential and following HIPAA guidelines.
• Keeps office equipment operating by following operating instructions, troubleshooting breakdowns, maintaining supplies, performing preventive maintenance and coordinating repairs.
• Updates job knowledge by participating in educational opportunities.
• Enhances physician office reputation by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments.
• Provides coverage for other positions as requested.
• Supports BBS Compliance program by attendance in annual training and following compliance guidelines.

Education and Experience

• High school diploma or G.E.D.
• Two years’ experience in an administrative capacity in a specialty practice or hospital setting is preferred.
• Knowledge of Microsoft office systems, Athena One or other EMR system.
• Insurance verification and pre-certification experience.