Signature Health, Inc.
Patient Navigator (Transportation)
Success Profile
Patient Navigator
*This position has a hybrid work schedule after training period with 3 days in the office and 2 days remote.*
SCOPE OF ROLE
Reporting to the Director Integrated Services, the Patient Navigator is responsible for providing an exceptional experience for incoming or returning Signature Health patients. The Patient Navigator will work closely with Medication Addiction Treatment team to provide consistent and persistent outreach to new and lapsed SUD patients that addresses barriers to treatment and reduces future hospitalizations and other costly episodes of care. The Patient Navigator will be an integral part of the follow up and outreach to this high-risk population. By addressing disparities associated with societal and cultural differences, Patient Navigators will foster trust and empowerment for SUD patients.
The Patient Navigator role is expected to positively impact the new patient attrition rate, increasing retention through strong engagement and forging of critical relationships and provides holistic support to increase self-management. The Patient Navigator will address gaps in treatment through personal engagement, multi-system care coordination, and addressing social determinants of health preventing patients from completing treatment. Provide holistic support to increase self-management, links patients to integrated services and assists in achieving patients' goals and stability.
HOW YOU'LL SUCCEED ____________________________________________________________________
· Establishes relationships with new patients, either in person by phone, at the time of or shortly after the initial appointment to ensure engagement and clinical care needs are met.
· At intake, use the PRAPARE SDOH screening to identify areas of needed support.
· Identify patient barriers including lack of social support, the stigma of addiction, unreliable transportation, employment and childcare obligations, and mental illness and connect patients with social support like Narcotics Anonymous; primary care; and affordable transportation to appointments and support meetings.
· Reach out to new or returning patients following initial appointment to follow up on satisfaction, answer any questions, and assist with resolving any barriers to care, ie. financial, transportation, etc.
· Work to improve the patient dropout rate after 7 visits.
· Demonstrates exceptional customer service skills while listening to patient preference and needs, with focus on to resolving patient dissatisfaction, and increasing patient retention and reengagement for returning patients.
· Provides orientation to the breadth of services offered at Signature Health, including SUD/MAT, Primary Care, Behavioral Health, and specialty services such as Infectious Disease, Wellness, etc.,
· Facilitates additional referrals as appropriate based on patient expressed needs and preferences.
· Oversees tracking of new patients utilizing existing data/reports; providing input for improved data collection.
· Documents patient encounters in EMR, including follow up on actual and missed appointments, ensuring patients are contacted in a timely manner not to exceed 48 hours
· Coordinates integrated services with other key Signature Health departments to support team based care, with the expectations to provide a warm hand off between providers.
· Utilize the motivational interviewing approach as well as techniques to overcoming patient resistance and barriers to adherence.
· Ensures completion of the documentation of service delivery including but not limited to care coordination, advocacy, and outreach through review of patient notes and engagement with patient care team.
· Maintains ongoing communication about process flow, including improvement recommendations and unanticipated findings by working with key stakeholders throughout Signature Health.
· Utilizes and adheres to all Signature Health policies and procedures including but not limited to intake protocol, scheduling guidelines, patient service best practices.
· Documents all interactions with patients in accordance with CARF and agency policy.
· Comply with all agency policies and procedures.
· Maintain all aspects of HIPAA, promoting patient confidentiality and right to privacy.
· May be required to perform remote services as determined by Signature Health.
· Adherence and completion of compliance training provided by Signature Health.
· Responsible for and completes all productivity/documentation requirements.
· Participate in all assigned staff meetings and staff development programs.
· Demonstrate appropriate attendance and punctuality in adherence with Signature Health policies.
· Other duties as assigned.
KNOWLEDGE & EXPERIENCE ______________________________________________________________
· High School Diploma
· Undergraduate Degree in social services field preferred
· Two years of experience in behavioral health environment strongly preferred.
· Strong computer skills with proficiency in Microsoft Office applications.
· Proficient in clinical documentation in electronic medical record.
COMPETENCIES __________________________________________________________________________
· Adaptability
· Communication
· Organization Skills
· Problem Solving
· Teamwork
· Time Management
WORKING CONDITIONS ___________________________________________________________________
· Work is normally performed in a typical interior/office/clinical work environment.
· While hours of operation are generally standard, flexibility to work evenings and extended hours may be required.
· Possible exposure to blood borne pathogens while performing job duties.
· Requires periods of sitting, standing, telephone, and computer work.
· Hearing: adequate to hear clients or patients in person, over the telephone or through telehealth technology.
· Speaking: adequate to speak to clients or patients in person, over the telephone or through telehealth technology.
· Vision: Visual acuity adequate to perform job duties, including reading information from printed sources and computer screens.
· Physical effort required: occasional lifting and carrying items weighing up to 15 pounds, unassisted.
· Possible exposure to blood borne pathogens while performing job duties.
· Frequent bending, reaching, and repetitive hand movements, standing, walking, squatting and sitting, with some lifting, pushing and pulling exerted regularly throughout a regular workday.
· Sufficient dexterity to operate a PC and other office equipment.
ADDITIONAL INFORMATION ______________________________________________________________
· FLSA Status: Non-Exempt
· Internal Job Code: 1222
· Revenue Status: Non-Revenue Generating
· Last Revision Date: 7/7/2022
This Success Profile is not an exhaustive list of all functions or requirements that you may be required to perform; you may be required to perform other job-related assignments as requested by your supervisor or the company. You must be able to perform the essential functions of the position satisfactorily; however, if requested, reasonable accommodations may be made to enable you to perform the essential functions of this job, absent undue hardship. Signature Health may revise this Success Profile at any time, with or without advanced notice.
All employees of Signature Health are required to comply with the Signature Health Annual Influenza Vaccination Policy. This policy requires employees to obtain an annual flu vaccination. A medical and/or religious exemption may be submitted for review by the Signature Health Review Committee. Exemption requests are not guaranteed to be approved.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
Administrative