Patient Navigator

MISSION, VISION, AND VALUES

Our mission is to provide quality, comprehensive healthcare and supportive services to those in our community. Our vision is "Improving the Health and Well Being of our Community." Our Core Values consist of Integrity, Compassion, and Excellence. Employees must possess a strong commitment to the mission, policies, goals and philosophy of Harbor Community Health Centers.

JOB SUMMARY

The Patient Navigator will report directly to the Data Quality Manager and will be responsible for conducting targeted outreach to support closure of care gaps and improve patient engagement and retention. This role proactively communicates with patients to support timely scheduling, care coordination, and re-engagement of patients at risk for delayed or interrupted care. The Patient Navigator performs duties with professionalism, accuracy, independence, and strict confidentiality while supporting organizational quality improvement initiatives.

This position is funded through the HCLA Access and Availability Improvement Grant. Continued employment is contingent upon ongoing grant funding and organizational needs.

ESSENTIAL DUTIES & RESPONSIBILITIES                                                                                                          

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

To perform the 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:

Patient Navigator:

• Conduct telephone and SMS outreach to patients with outstanding care gaps to schedule Initial Health Appointments and Annual Health Assessments. 
• Validate and reconcile care gap lists using systems such as eCW, Cozeva, Azara, and health plan portals. 
• Perform insurance eligibility checks and coverage verification using health plan, Medi-Cal and Medicare portals.
• Accurately document all outreach activities within designated systems and run outreach reports to track follow –up and outcomes. 
• Use appropriate software to communicate progress, submit questions, and escalate issues appropriately.
• Provide patient education in clear, professional manner and in a manner that is understandable to patient and/or family
• Assesses and problem-solves patient challenges/barriers to receiving needed care and services

Key Competencies:

• Committed to providing an exceptional experience in all interactions.
• Ability to manage time effectively and optomize productivity to meet performance goals.
• Must have strong analytical and problem-solving skills.
• Must have proficient computer skills, including Microsoft Office abilities, with intermediate Excel skills.
• Must have the willingness and ability to adapt to change, including advances in technology.
• Ability to handle multiple tasks and be highly organized and detail-oriented.
• Must maintain confidentiality and handle sensitive information with discretion.

QUALIFICATIONS 

Required education, experience and/or training:

• High School Diploma, or GED; Associates degree or equivalent preferred.
• Minimum 1 year of experience in Healthcare-related outreach, call center or front office experience 
• Bilingual English/Spanish required
• Excellent customer service and interpersonal communication skills
• Proficiency, Excel, Outlook, Microsoft Teams
• Familiarity with HEDIS, UDS and CMS clinical quality measures strongly preferred. 

EXPECTATIONS

• Adheres to all HarborCHC’s policies and procedures.
• Conducts self in a manner that represents HarborCHC’s core values at all times.
• Must possess a solid commitment to the mission, policies, goals, and philosophy of HarborCHC.
• Maintains a positive and respectful attitude with all work-related contacts.
• Communicates regularly with his/her immediate supervisor about departmental and HarborCHC concerns.
• Consistently reports to work prepared to perform the duties of the position.
• Meets productivity standards and performs duties as workload necessitates.
• Maintain strict confidentiality of all data and information.
• Demonstrates integrity and accountability for duties and responsibilities. 
• Performs all job functions in a professional and courteous manner. This includes answering phone calls and emails in a timely manner. 

PHYSICAL REQUIREMENTS

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. While performing the duties of this job, the employee is regularly required to sit; use hands to manipulate objects, tools or controls; reach with hands and arms; and talk and hear. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust. 

HOURS OF OPERATIONS

HarborCHC is open Monday-Thursday 7:00am-7:00pm, Friday 8:00 am-5:00pm, Saturday 8:00am-5:00pm with occasional overtime, or other shifts based on clinic need.

Work schedules may vary, and occasional overtime or schedule adjustments may be required based on operational or clinic needs.

HR PROCEDURAL REQUIREMENTS

• Legal authorization to work in the United States.
• Clear all post offers, pre-employment background screening, and education verification.
• This is not intended to cover all aspects of your description as additional duties may be assigned. 

EQUAL EMPLOYMENT OPPORTUNITY STATEMENT

HarborCHC does not discriminate in employment opportunities or practices on the basis of race; religion; color; sex/gender (including pregnancy, childbirth, breastfeeding or related medical conditions); sexual orientation; national origin; ancestry; physical or mental disability; medical condition; genetic information/characteristics; marital status/registered domestic partner status; age; sexual orientation; reproductive health decision-making; military or veteran status; use of cannabis off the job and away from the workplace; and any other basis protected by federal, state or local law or ordinance or regulation, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. This policy applies whether the individual has or is perceived to have any of the characteristics protected by law or is associated with a person who has or is perceived to have any of the characteristics protected by law. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation, and training.

DISCLAIMER

The above statements define this position as it currently exists and are intended to describe the general content of and requirements for this job. They are not to be considered as an exhaustive statement of duties, responsibilities, or requirements and does not limit the assignment of additional duties at the discretion of the supervisor. HarborCHC is an at-will employer.

In addition, HarborCHC  may change your duties, compensation or hours, or transfer, reassign, promote, demote, suspend or otherwise change the terms and conditions of your employment (other than the at-will relationship), with or without cause or prior notice.