The Emergency Department Care Navigator is responsible for ensuring an exceptional patient experience in the Emergency Department. The position has direct accountability for meeting the non-clinical needs of patients and caregivers by providing updates, liaising with the clinical team and coordinating follow up needs. The ideal candidate possesses strong interpersonal skills, works comfortably with a diverse population and handles multiple tasks well. The position operates under the supervision of Case Management and Patient Experience. RESPONSIBILITIES Conduct regular rounds on Emergency Department patients and waiting areas to create a welcoming environment, and address any immediate needs. Serve as a point of contact for patients to share concerns, expectations, and unmet needs; liaising with the appropriate staff members to ensure quick resolution of issues to support patient satisfaction. Collaborate with the care team to identify potential barriers to patient adherence, such as appointment scheduling, transportation, pharmacy access, and financial concerns. Help patients schedule necessary follow-up appointments in real-time before their discharge from the Emergency Department. Thoroughly document all, interactions, and correspondences in the electronic medical record and any other required systems. Identify areas for improvement in patient care and outcomes, providing recommendations for enhancing the healthcare delivery process. Ensure that patient rooms and waiting areas are clean, comfortable, and safe, contributing to a conducive atmosphere for treatment. Maintain proficiency with Patient Rights, HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems), and other regulatory requirements and internal processes to ensure compliance. Offer fair, accurate, and impartial information and assistance to individuals eligible for the Marketplace, Medicaid, Children’s Health Insurance, and commercial plans. Perform other duties assigned to support the smooth functioning of the Emergency Department and patient care. QUALIFICATIONS/REQUIREMENTS EXPERIENCE 3-5 year’s healthcare, direct customer service or managed care experience. EDUCATION Bachelor’s degree required with specialization in health-related fields; public health, business, communication or other. LICENSES/CERTIFICATIONS N/A OTHER Superior customer service skills. Professional and courteous demeanor. Ability to handle stressful situations in a high acuity health care network. Ability to communicate effectively both verbally and in writing. Ability to establish rapport with the public. Ability to handle and safeguard confidential information. Sound professional judgment; maturity; courtesy empathy; keen sensitivity; flexibility; dependability. Bi-lingual competency a plus.
About Us:
HealthAlliance Hospital
Benefits:
We offer a comprehensive compensation and benefits package that includes:
Health Insurance Dental Vision Retirement Savings Plan Flexible Savings Account Paid Time Off Holidays Tuition ReimbursementApply Now External Applicant link Internal Applicant link