Consumer & Service Line Patient Navigator - Call Center

Overview

Consumer & Service Line Patient Navigator,  Call Center

Full Time, 80 Hours Per Pay Period, Day Shifts

Covenant Health Overview:

Covenant Health is the region’s top-performing healthcare network with 10 hospitals, outpatient and specialty services, and Covenant Medical Group, our area’s fastest-growing physician practice division. Headquartered in Knoxville, Covenant Health is a community-owned integrated healthcare delivery system and the area’s largest employer. Our more than 11,000 employees, volunteers, and 1,500 affiliated physicians are dedicated to improving the quality of life for the more than two million patients and families we serve every year. Covenant Health is the only healthcare system in East Tennessee to be named a Forbes “Best Employer” seven times.

Position Summary:

Provides support in coordination of patient-centered care to benefit the patient, family, and multidisciplinary physicians while helping achieve optimal outcomes for Covenant Health patients.

Responsibilities

• Serves as primary liaison between hospital, clinic, specialty services, and Covenant Leadership.
• Advocates on behalf of the patient.
• Initiates the referral process and responds quickly to assure rapid access into the system.
• Assures scheduling of patients upon referral from within/outside health systems for evaluation and work up for potential healthcare services within the office setting.
• Performs scheduling if appropriate of outpatient/inpatient testing, including laboratory, imaging, and other services.
• Participates and provides necessary data for patient evaluation profiles among the appropriate Care Team physicians and/or assigned providers to provide the best treatment strategy for each patient.
• Develops relationships and provides timely feedback to referring physicians, patients, and hospital affiliates.
• Addresses tangible barriers to care and facilitates referrals to appropriate support services.
• Works to develop and maintain physician and patient rapport.
• Maintains working knowledge of insurance criteria and precertification processes for these patients.
• Reviews processes to identify areas of improvement and implements solutions.
• Gathers all medical records, imaging studies, and evaluations to make a chart for each patient when applicable. Provides data summaries on each case for physician review when applicable.
• Assists with any barriers to care (i.e., transportation, lodging, inadequate support at home, etc.).
• After discharge, begins treatment plan for follow up (i.e., phone call during 1st week, appointment scheduled when applicable, follow-up support services)
• Follows policies, procedures, and safety standards. Completes required education assignments annually. Works toward achieving goals and objectives and participates in quality improvement initiatives as requested.
• Performs other duties as assigned.

Qualifications

Minimum Education:           

None specified; will accept any combination of formal education and/or prior work experience sufficient to demonstrate possession of the knowledge, skill, and ability needed to perform the essential tasks of the job, typically such as would be equivalent to a high school diploma or GED. Preference may be given to individuals possessing an Associate’s degree in a directly-related field from an accredited college or university.

Minimum Experience:         

Two (2) years of experience in a healthcare setting in administration/clerical setting

Licensure Requirement:      

None