System Navigator

Onsite location is in Columbia, MD with 3 months of onsite training required and then will be a hybrid rotation of 2 weeks in the office and 2 weeks working from home.

General Summary of Position
Coordinates care with patients during and after visits. Serves as the patient's point of contact for navigating the MedStar system and coordinating follow-up care by setting up appointments based on referrals and orders provided by physicians. Demonstrates extensive knowledge of physician scheduling protocols and competency to service all service lines sub-specialties or locations. Advocates on the caller/customer's behalf to ensure their needs are met and to promote the perfect patient experience. Demonstrates ability to establish and maintain effective relationships with patients and their families through active listening empathy courtesy and professionalism. Regular consistent attendance is an essential job function. Has the ability to assist with hospital discharge follow-up. Provides operational support to the leadership overseeing appointment scheduling patient referral and other service line functions within the Contact Center including the Care Navigation team.

Primary Duties and Responsibilities

• Assists in coordinating patient care from an administrative perspective by scheduling hospital and Urgent Care follow-up visits specialist visits and procedures when applicable.
• Coordinates follow-up care and responds promptly to the clinical team (Urgent Care Providers Hospitalist / Attending Physicians Transitional Care Nurses etc) touch points across the Hospitals and other MedStar Health entities including phone calls emails Medconnect pools TEAMS channel/chats and all other forms of communication.
• Acts as a Patient Relations Representative. If social barriers arise during follow-up patients should be connected with appropriate support (e.g. Community Health Advocate Transitional Care Nurses Financial Advocate). Demonstrates behavior consistent with MedStar Health's mission vision goals objectives and patient care philosophy.
• Contributes to the achievement of established department goals and objectives and adheres to department policies procedures quality standards and safety standards. Complies with governmental and accreditation regulations.
• Monitors the new and pending Follow-up Navigator order tracker the Timely Follow-Up tracker Urgent Care Referral Pool and ensures timely and accurate completion of the follow-up actions status. Ensures that all relevant information is thoroughly documented in the patient's chart Follow-Up Navigator Timely Follow-Up trackers.
• Participates in multidisciplinary quality and service improvement teams as appropriate. Participates in meetings serves on committees and represents the department and hospital/facility in community outreach efforts as appropriate.
• Supports Leadership with orientation and training for new and existing employees to expand their knowledge and accuracy of scheduling protocols and Care Navigation guidelines. Supports Leadership with communication and issue resolution with internal and external customers. Serves as the primary point of contact during the leadership absence.
• Provides friendly and professional customer service to patients by answering calls assisting with questions and ensuring a positive experience. Works with team members to help resolve patient concerns and refers complex issues to the appropriate staff or supervisor.
• Researches patient appointment options while considering factors such as insurance coverage transportation language barriers and financial need. Updates medical charts track referral coordination efforts and provides patients with follow-up appointments.
• Supports the needs of multiple patients at the same time. Works with providers and other clinical personnel to provide a seamless patient experience.
• Coordinates with all levels of the team (Director Manager Supervisors Clinical team Team Leader and with other staff members) to identify the need to modify/update existing support materials or develop new tools.
• Consistently demonstrates the ability to switch between departments service lines and sub-specialties. Displays the ability to assist each contact center leader team and service line as appropriate.
• Displays characteristics of inquiry empathy courtesy and respect in all communication with stakeholders.

Minimal Qualifications
Education

• High School Diploma or GED required

Experience

• 2 years' of experience working in a medical office assisting in the coordination of patient care required

Knowledge Skills and Abilities

• Basic computer skills.
• Familiarity with Microsoft Excel.
• Excellent verbal and written communication and customer service skills.
• Ability to maintain a work-pace appropriate to the workload within a flexible work schedule.
• Ability to establish and maintain effective working relationships across the health system.
• Ability to multitask and work with patients from a wide array of backgrounds.
• Knowledge of medical terminology and anatomy.