Patient Care Navigator I - Remote - IL

* Must reside in Illinois, USA

At Rely Health, each patient receives a steadfast companion on their healthcare journey. Empowered with technology, our patient care navigators not only ensure high-quality engagements, but also make comprehensive care more cost-effective and accessible for all patients.

The Remote Patient Care Navigator guides patients and their families throughout the patient’s care journey  by combining human interaction and technological tools to facilitate a seamless experience through their journey to and from their appointments.  The Remote Patient Care Navigator helps reduce worry and frustration for patients, families, and caregivers by increasing communication, coordination, and efficiency across the healthcare and transportation system; performs various activities including, but not limited to: obtain referrals or authorizations; arrange transportation; contact patients prior to appointments as needed to ensure follow-through; document activities of patient advocacy; maintain knowledge of and collaborate with local healthcare-related resources and insurance plans; and keep patients, their families, and caregivers apprised of care management.  The Remote Patient Care Navigator will be instrumental in helping build the technology platform to support the transitions through the patient’s care journey. 

• Establishes relationships with and serves as primary point of contact for patients and their family or caretaker. 
• Clearly communicates the purposes and services available to patients, family members, and caregivers.
• Works with the patient to coordinate transportation into or out of a care setting 
• Receives patient requests for assistance and refers patient to appropriate member of the care team for resolution unless Navigator can resolve on his/her own and within the scope of the position.
• Aids in customer service, patient experience by maintaining a non-judgemental, calming presence and relaying feedback or patient issues to appropriate clinical or patient experience staff.
• Investigate and resolve patient/provider inquiries and concerns in a timely manner.
• Performs duties in compliance with Health Insurance Portability and Accountability Act (HIPAA) and understands the importance of protecting patient information
• Maintains documentation of all client encounters in appropriate software applications or tools; completes reporting requirements according to program standards. 
• Enter detailed information into company proprietary software while conversing with patients.
• Fully discloses relevant training, experience, and credentials to ensure patients understand the services the Navigator is qualified to provide and refrains from any activity that could be construed as clinical in nature.
• Meets key performance indicators including service levels, call volumes, adherence and quality standards.
  

Technology Integration 

• Is willing to test and utilize new technology tools or product features.
• Provides constructive, comprehensive, honest feedback regarding product and operational enhancements in a timely matter.
• Regularly engages with and integrates new technology solutions into the virtual care navigation process to enhance job efficiency and ensure seamless patient experiences.
• Remain adaptable and responsive to the continuous evolution of healthcare technology solutions, including software updates, new tools and digital communication platforms.
• Participate in regular training sessions and workshops to ensure proficiency in all adopted technology platforms.
• Utilize technology platforms to monitor and communicate with patients via education and screening tools, initiate or provide appointment coordination and provide timely reminders.

Requirements

Minimum Required Qualifications:

• High school diploma or GED
• Experience in customer service.
• Ability to maintain a high level of productivity autonomously
• Healthcare Experience 

Preferred Qualifications:

• Caregiver experience.
• Experience working with individuals within hospitals or public health settings.
• Experience with underserved populations.
• Knowledge of Medicare, Medicaid and commercially insured payer common practices and policies
• Individuals with lived experience.
• 40+ wpm typing proficiency
• Experience documenting in electronic health record system or similar
• Experience using technology, apps, software

Competencies (Knowledge/Skills/Abilities):

• Knowledge of medical terminology.
• Knowledge of Health Insurance Portability and Accountability Act (HIPAA) and Protected Health Information (PHI) rules and practices. 
• Knowledge of computer skills using Microsoft Word, Excel, and Outlook, as well as video conferencing and using the Internet.
• Demonstrated strong customer service orientation skills, digital communication (text, email), and telephone etiquette.
• Ability to communicate effectively and accurately in both verbal and written forms.
• Ability to remain organized and manage competing priorities.
• Ability to work within established timeframes as part of a care team or independently.
• Ability to develop relationships with patients and care team members.
• Ability to respectfully listen to patient and care team without interruption to understand patient needs, expectations, values, and perspectives; ask appropriate questions to ensure understanding; and respond appropriately.
• Ability to use logic and reasoning to approach problems and identify alternative solutions.
• Flexible and creative problem solver.
• Non-judgmental and energetic.

Benefits

• Medical, Dental Vision
• Life Insurance
• Short and Long Term Disability
• 11 Paid Holidays
• Vacation Time
• Sick Time
• 401(k)
• Technology reimbursement
• Professional development

Target Start Date: October 15, 2024

Location: Remote - Illinois

FLSA Status: Non-Exempt

Job Status: Full Time

Work Schedule: Monday - Friday with occasional evenings and/or weekends

Vehicle Required: No

Amount of Travel Required: 5% - Local Area Travel

Reports To: Supervisor, Program Operations

Salary Range: $17-$20/hr DOE

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