Patient Navigator

Summary

The Patient Navigator serves as a liaison between patients, their families and healthcare professionals. They work closely, as a team, with the provider(s) to meet the needs of the patients and follow approved guidelines, protocols, and standing orders.

The Patient Navigator is responsible, under the supervision of a pharmacist and in conjunction with providers, assisting with the needs of patients including, but not limited to, refilling prescriptions, preparing prior authorizations, completing DME and other forms requesting recertifications, and evaluating medication assistance programs.

• Respond professionally to a high volume of inbound calls/inbox tasks in a timely and efficient manner, following standard operating procedures.
• Work in collaboration with pharmacists on the process of reviewing and acting upon refill requests, utilizing the Grace Health approved protocols and raising any concerns with the pharmacist.
• Schedule appointments following protocol or provider orders.
• Document all communication with patients and family in EMR.
• Inform patients or designated family member of lab/diagnostic results.
• Accurately establish and maintain patient medication profiles for review by the pharmacist.
• Consistently produce quality of work that is above average and meet service level expectations.
• Provide superior customer service to our patients and staff by treating them with respect and dignity while following Grace Health protocols and guidelines.
• Maintain HIPAA requirements.
• Proficient in current technology to provide tasks: entering and updating patient demographics, processing refills and discontinuations, and documenting as needed.
• Practice active listening when speaking to patients to ensure the needs of the customer are met prior to completing the call.
• Escalate to Pharmacist/Lead any issues, concerns, or observations that may impact the patient.
• Collaborate with other departments such as diagnostics, referrals, scheduling, community outreach, Grace Health pharmacies, and outside pharmacies.
• Facilitate care with transportation services, home health agencies, physician offices, equipment companies, and nursing homes.
• Assist provider with completing DME, Guardianship, FLMA, and other forms for patient (or family when applicable).
• Complete preauthorization and patient assistant program requests.
• Document verbal order/advice from providers (sending documentation to providers to sign off).
• Maintain current license/certification(s), if applicable.
• Other duties as assigned.

• Grace Health recognizes that managing patient care is a team effort that involves clinical and non-clinical staff. All employees must embrace a team-based approach to patient care and understand that each role is important to our success.
• Team members must demonstrate excellent team communication and coordination to provide quality patient care.
• Care coordination includes communicating with community organizations, health plans, facilities, and specialists.
• Care team members understand and embrace the concept of population management and proactively address the needs of patients and families served by this practice.
• Team members must demonstrate skill and knowledge related to effective communication with vulnerable patient populations.
• Team members must participate in Continuous Quality Improvement activities within the organization to ensure patients receive high-quality care.
• Team members will participate in the review and evaluation processes of practice performance and help identify improvement opportunities.
• Team members will participate in Grace Health's advocacy program.

• Follow policies and procedures of the office, including administrative, clinical, quality assurance, and personnel.
• Maintain good attendance (daily, meetings, and other assignment tasks).
• Maintain timely documentation of all work assignments.
• Maintain patient confidentiality.
• Routinely keep supervisor informed about attendance and job assignments.
• Flexible in being able to multitask.
• Works effectively and at an efficient pace.
• Works cooperatively with providers, administration, and…