Job Title: Spoke Care Navigator (SCN)– Intake Patient Engagement and Retention Specialist
Reports to: SCN-RN Clinical Supervisor/Hub Care Manager
Position Type: Full Time – Non-Exempt
Work Schedule: TBD
About Us:
At Northwest Integrated Health we offer a true patient-centered, comprehensive, integrated treatment model. Our board-certified addiction specialists treat addiction as a medical specialty.
We offer a full spectrum of treatment options to our patients. When a patient contacts one of our treatment centers, they get assessed by a physician and a substance use disorder professional (SUDP). Evidence-based treatment options are discussed with the patient; and a treatment plan which offers the best outcomes is devised.
Job Summary:
SCN will be empathetic, charismatic, team-player and passionate about helping a complex and vulnerable population. SCN will perform a variety of duties both clinical and clerical in nature. This position requires skill in planning, organizing, and coordinating the delivery of patient care by all staff personnel as well as the coordination of day-to-day office activities.
Supervises: None
Primary Responsibilities:
- The Spoke Care Navigator will receive training and be proficient with all Intake and onboarding procedures, both clerical and clinical in nature, for all patient referrals received, including building a patient profile, creating a billing episode and verifying/authorizing insurance, records all patient demographics, screens patient to determine type of appointment to be scheduled.
- The SCN must cover all intake and onboarding duties for an absent SCN team member as needed and assigned by the clinical supervisor.
- Advocates for the patient with support and empathy.
- Handles all hotline patient calls with similar urgency of a “911” call. Take the patient’s contact information first and ask the patient to walk in instead of scheduling over the phone whenever possible to start treatment that same day.
- Receives new patient walk ins, completes the intake process and schedules to start treatment that day.
- Follows up with assigned patients as needed to support patient’s retention and success in treatment reschedules treatment appointments, identifies barriers to care and makes appropriate care referrals to support patient.
- Defers all clinical questions and concerns to appropriate providers.
- Completes a government patient survey and meets submission deadlines for all new patients as required by the state under the Hub and Spoke Grant Program.
- Verifies eligibility of insurance and all benefits using internet-based eligibility systems and/or insurance websites available, communicates insurance eligibility and financial responsibility with patients, schedules appointments and distributes appropriate paperwork and information to the location of the patient appointments.
- Works in conjunction with other care navigators/office staff to ensure smooth transition of clinical schedules and that all referrals and authorizations have been completed.
- Inputs all patient demographics and insurance information into EHR (Electronic Health Records) and informs patients on any documents such as ID card and insurance card(s) that must be presented at time of appointment.
- Responds to insurance benefit inquiries from staff, physicians, and referring provider offices in a professional, and caring manner. Maintains a professional relationship with staff, patients, and insurance representatives.
- Accurately enters patient information and onboarding services completed onto the appropriate Patient Admissions Track Sheet and updates information daily for all assigned patients.
- Observes patient confidentiality as part of HIPAA regulations.
- Supports individual and team development by attending all training and staff meetings.
- Performs other duties as assigned by the SCN Clinical Supervisor
- Contacts patients who have missed appointments or have been discharged to check on their well-being, offer support and empathy, inform them on how to resume treatment, and to reschedule into services when the patient requests to do so.
- Other duties as assigned by the supervisor.
License or Certifications Required:
Applicant must be credentialed with Department of Health as a CNA; MA; SUDP-T; SUDP; Certified Recovery Coach and/or obtain Agency Affiliated Counselor certification under NWIH as soon as SCN job offer is accepted.
Education and Training Requirements:
Associates Degree
Preferred experience:
- 2-3 years’ experience in the healthcare industry.
- Knowledge of EPIC and other EMR
- Understanding insurance eligibility and verification processes and knowledge of billing guidelines preferred.
Working Conditions:
Job is performed in an office clinic setting where you will be expected to use a computer, photocopier, fax machine, phone, and other miscellaneous equipment. The employee may be required to sit for extended periods of time at a desk or station, stand, walk, or kneel as part of their daily functions. Maybe asked to lift and/or move up to 30 pounds. The noise level in the work environment is low to moderate.
Travel Requirements:
None
Knowledge and Language Skills:
Must be able to read and interpret general business correspondence, policies, and procedures. Have the ability to write business letters, uncomplicated reports, instructions, and procedures. Ability to present information effectively and respond to questions from patients, staff, referral sources, and the general public. Should have basic knowledge of Microsoft Office and electronic medical records systems. Be able to prioritize workload and activities and follow through on assigned tasks to assure completion in a timely manner. Ability to handle multiple tasks and switch between tasks quickly. Able to establish and maintain effective working relationships with staff, clients, and outside contacts from a wide variety of ethnic, socioeconomic, and cultural backgrounds; good diplomatic skills including strong conflict-resolution skills. Previous experience with Microsoft applications – Outlook, Excel, Word, etc.
Must be able to align with the Corporate Mission and Core Values:
Mission: To create a patient-centered, evidence-based, comprehensive, and integrated treatment model for substance-use-disorder; and to increase awareness about addiction as a chronic disease.
Core Values: Compassion, Integrity, Respect, Diversity, Excellence, Innovation, Teamwork
General Requirements:
- Complete tasks in a timely manner
- Act professionally at all times.
- Ensure work area is always clean and presentable.
- Exemplary customer service skills
- Highly proficient in Motivational Interviewing Skills
- Excellent communication, critical thinking and problem-solving skills
- Compassionate and empathetic
- Follow and enforce company policies and procedures
- Perform work accurately and thoroughly, as a team and independently
- Make decisions or take actions to solve a problem or reach a goal
- Possessing the trait of being organized or following a systematic method of performing a task
- Dependable and trustworthy
- Exhibit a positive demeanor towards others
- Communicate effectively with patients, medical staff and co-workers
- Adapt to change in the workplace
- Must be able to pass a criminal background check.
- Must be authorized to work in the United States.
