New Patient Navigator - Rockcliff Oral & Facial Surgery

The New Patient Navigator works with the collaboration of the provider, RCM, and the patient to ensure the patients needs are met with financial and patient care information. Accepting the referral and gathering the materials for the appointment. Understanding medical and dental terminology to allow the patients information to be communicated to the patient and provider. Making sure that all new patients are receiving and filling out the new patient packets and uploaded into the chart. This position requires coordination of care, phone etiquette and customer-oriented behavior. 

Essential Duties & Responsibilities:

• Answers the telephone and either responds to inquiry, directs caller to appropriate personnel, or creates a new patient appointment.
• Contacts patients regarding their benefits and/or co-pays and coverage information for all outpatient procedures.
• Chart prepping one - two weeks in advance
• Assures timely response to third party payers requests for additional information.
• Coordinates baseline aspects of our benefit verification or self-pay payment options for all new patients.
• Coordinates with front desk to verify referrals, and radiography.  
• Demonstrates customer oriented behavior and phone etiquette 
• Maintains confirmations for all new patients by email, call and/or text.
• Ensures the new patient expectations are set.
• Participates in ongoing training and optimization for all clinical applications used
• Understand dental and medical terminology and inquiring the correct questions/information to enter into patient chart. Relating the clinical information to the referring office. 
• Strong customer service orientation, responding quickly and appropriately to customer needs, and managing difficult or emotional situations.
• Documents all consultations/appointments as well as electronic log of referrals within the company's EMR system. Ensures the appropriate new patient paperwork has been signed and scanned into EMR. 
• Responds to all new patient questions, concerns and issues in a timely and proactive manner.  Alerts practice management or RCM leaders as needed to effectively demonstrate quality and empathetic patient care.
• Exhibits outstanding customer service with the patient as #1 priority; at the request of the Regional Director of Operations, doctor, COO, assists providers in the timely and successful resolution of the non-clinical aspects of patient complaints, concerns, and questions (all clinical aspects of patient complaints must be referred to the treating provider for resolution. Carries out the directions of the provider on such matters as they direct.)
• Actively participates in continuous quality improvement activities within the organization to ensure patients needs are addressed and quality care is provided.  Reviews and evaluates processes of practice performance to help identify opportunities for improvement.
• Follows HIPAA policies and procedures and other applicable privacy and security policies and procedures established by the practice or providers to maintain patient privacy and protect patient information including financial, personal, and health information.
• Demonstrates the ability to be flexible, work effectively and evaluates competing priorities at an efficient pace.
• Works cooperatively with providers, administration and peers.
• Other duties as assigned.

Minimum Qualifications:

• Associates degree in business or related field or a high school diploma and significant experience working in a medical or dental  .
• Minimum of 2 years experience as a patient care/medical office coordinator with patient scheduling, insurance verification and billing & collection experience.
• Proven ability to access, input, and retrieve information using a variety of computer programs, including Microsoft Office products.
• Demonstrated level of comfort with and ability to quickly learn new software programs and EMR.