Patient Care Navigator II

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 Patient Care Navigator guides individuals and their families throughout the healthcare journey by combining human interaction and technological tools to facilitate a seamless experience and transition of care with appropriate follow-through and monitoring of the care plan while the individuals learns to self-navigate the healthcare system. The navigator helps reduce worry and frustration for individuals, their families and caregivers, by means of effective communication, coordination, and efficiency across the healthcare system.

• Contributes to problem solving with the team through communication, collaboration, data collection, critical thinking, evaluation of options and solutions to further the patient progress towards care plan goals
• Takes initiative to develop knowledge, skills and abilities to perform at a high level, including staying abreast of related care management news, documentation, literature and continuing education
• Supports quality initiatives collaboratively developed with payor partners through care gap closure campaign outreaches designed to engage patients and caregivers, increase treatment adherence and better health outcomes for covered populations
• Establishes relationships with and serves as primary point of contact for patients and their family or caretaker.
• Assists patients with medical coordination matters such as obtaining a primary care or specialist provider, scheduling follow-up appointments, and providing linkages to pharmacy resources.
• Assists patients with social coordination matters, such as referring patients to a financial counselor, insurance enrollment specialist or social worker/case manager for additional resources.
• Utilizes motivational interviewing techniques to communicate with patients in a respectful, culturally appropriate, non-judgmental manner.  
• Clearly communicates the purposes and services available to patients, family members, and caregivers.
• Works with the patient to coordinate transition into or out of a care setting by following instructions provided by a medical professional or case management specialist.
• Regularly communicates with care team members to provide feedback around process improvement of services offered within the community, and to expand knowledge of those services that can better serve the patient and increase effectiveness of the role. 
• Maintains frequent contact with client or hospital/clinic leadership to assist with other duties as assigned for participation in client or hospital/clinic initiatives. 
• Aids in customer service, patient experience by maintaining a non-judgmental, calming presence and relaying feedback or patient issues to appropriate clinical or patient experience staff.
• 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

Technology Integration 

• Regularly engages with and integrates new technology solutions into the patient care navigation process to enhance job efficiency and ensure seamless patient experiences.
• Remains adaptable and responsive to the continuous evolution of healthcare technology solutions, including software updates, new tools and digital communication platforms.
• Utilizes technology platforms to communicate with patients, set up appointments, and provide timely reminder
• Works in collaboration with the product team to provide feedback and trial new enhancements before they are rolled out to the full team.  Provide feedback on the efficiency and user experience of new product features.                                                                          
• Is point of contact for site needs and developments of new initiatives or workflows to contribute to client or hospital/clinic goals and initiatives.
• Reports to Rely Health leadership on program enhancement ideas, group workshops, statuses of projects, and participates in quality initiatives. 

Minimum Required Qualifications:

• High school diploma or GED
• Knowledge of health insurance, billing practices and intricacies of healthcare systems
• Ability to maintain a high level of productivity autonomously
• 2+ years of patient care navigation experience 
• Familiarity with healthcare technology platforms and tools
• Understanding of and ability to comply with all HIPAA and confidentiality requirements
• Ability to work independently and lead a team in a fast-paced, demanding environment with minimal supervision. 
• Ability to manage and oversee multiple tasks simultaneously, including high daily call volume
• Ability to communicate effectively, both orally and in writing
• Ability to create effective rapport with a diverse group of patients and care providers
• 1+ years of experience leading people

                                   Preferred Qualifications:

• 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
• 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 and telephone etiquette.
• Ability to communicate effectively 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.

Rely Health does not discriminate against any person on the basis of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information (including family medical history), veteran status, marital status, pregnancy or related condition, or any other basis protected by law. Rely Health is committed to complying with all applicable national, state and local laws pertaining to nondiscrimination and equal opportunity.

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance
• Technology reimbursement
• Paid time off (Vacation, Sick, Holiday)
• Paid Parental leave
• Professional development
• Technology Reimbursement