Job Title:                Navigation Center Representative        

Department:           Navigation Center

Reports To:            Navigation Center Supervisor

FLSA Status:         Non-Exempt

Wage Range that the Company Expects to Pay:   $21.00 - $23.15 per hour

SUMMARY 

Under the general supervision of the Navigation Center Supervisor, the Navigation Center Representative will work to provide exceptional customer service to patients of Community Health Centers of the Central Coast (CHCCC). The position requires responding to a high volume of inbound calls for the purpose of scheduling appointments, appointment confirmations, cancellations, and rescheduling. The Navigation Center Representative will be responsible for performing insurance and financial class verification. The Navigation Center Representative processes patient inquires via phone, email, and Electronic Health Record (EHR) tasking.

It is the primary purpose of CHCCC to provide the highest quality of total care possible to the patient population it serves.  Such a level of quality depends ultimately on the staff's desire and ability to work together, individually, and as a team.  The employee is expected to be professional, punctual, maintain regular attendance, cooperative, motivated, and organized at all times.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Additional duties may be assigned with or without prior notice.

Provides an exceptional level of customer service to all patients and staff using AIDET Standards.

Answers the telephone in a courteous, professional manner, and follow pre-designed scripts when handling patient calls.

Handles high volume of inquiries from patients and internal/external customers, and deal with frequent changes, delay, or unexpected events.

Receives incoming calls responsible for processing/directing them to the appropriate person or department when the Navigation Center is unable to assist the caller.

Schedules, cancels, reschedules, and adheres to scheduling guidelines and frequency limitations.

Provides directions to CHCCC locations to clientele upon request.

Provides information to patients regarding clinical processes and answer questions as needed, including, but not limited to referral process, prescription refills, transportation services, financial programs, and other services.

Verifies patient insurance in accordance with CHCCC guidelines and informs patients what information needs to be presented in order to apply for the various financial programs or health insurance options.

Performs data entry, pre-registers, updates patient information, demographics, and insurance information.

Ensures patient messages are properly documented in the patients EHR.

Communicates with providers and other health center staff via electronic health record system.

Responsible for contacting providers/professional staff and placing calls at the direction of the professional staff (such as doctor on call).

May assist in completing appointment confirmation calls.

Monitors the queue to ensure calls are answered in a timely appropriate manner.

Executes department goals such as meeting the required number of calls per day.

Completes Process Control Board (PCB) hourly.

Updates Managed Daily Improvement (MDI) Board and Huddle metrics as needed.

Assists in training, mentoring, and orientation of new and existing staff including other health center staff.

Conducts patient outreach as needed or assigned and educates patients on CHCCC services.

Promotes CHCCC Continuous Quality Improvement Program.

Demonstrates adherence to and observes all safety policies and procedures, inclusive of infection control rules and regulations.

Demonstrates the knowledge and skills necessary to provide care appropriate to the age of the patients served (infants, pediatrics, adolescents, adults or geriatrics).

Demonstrates knowledge of domestic violence, child and dependent abuse protocols.

Demonstrates culturally sensitivity and competence with patients.

Maintains and adheres to HIPAA, employee confidentiality, and privileged communications (patient, employee, and corporation).

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

QUALIFICATIONS 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

High school diploma or GED equivalent required.

Minimum one year of customer service position preferably in a healthcare setting or completion of a Medical Assistant training program from an accredited school preferred. Must have excellent verbal and written communication skills. Knowledge of medical terminology is desirable.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence. Ability to speak effectively before groups of patients or employees of organization. 

Bilingual - ability to read, speak and write in English and another language is desirable.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratios, and percent, and to draw and interpret bar graphs.

REASONING ABILITY

Ability to apply sound judgment in understanding to carry out instructions in written or oral form.  Ability to make appropriate job decisions following standard office policies and past precedents.

COMPUTER SKILLS

Intermediate computer literacy to comply with department needs (e.g. electronic medical record documentation).  Experience with word processing, spreadsheets, email, and keyboarding required. Proficiency in Microsoft Office programs required.  Minimum of typing at 35 wpm preferred.

CERTIFICATES, LICENSES, REGISTRATIONS 

Certificate in Medical Assisting from an accredited school is preferred.

Possession of current, valid and unrestricted California Driver's License (Class C) required.

Current CPR (BLS-C) card preferred.

OTHER REQUIREMENTS

Required to pass a criminal history background check upon hire.

Annual health examination; annual Tuberculosis skin test clearance or chest x-ray; proof of immunity to MMR, Varicella, and Hepatitis B; proof of Tdap vaccine; during current flu season, must provide proof of influenza vaccine or a signed declination form. If declined, a flu mask is mandatory during flu season.

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.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.  The employee frequently is required to sit, stand and walk.  The employee must regularly lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Ability to work in a fast-paced environment consisting of high volume of inbound calls.

Must be willing to have a flexible work schedule that may include evenings/weekends, and travel as needed.