The Ancillary Services Patient Navigator coordinates and books clinical appointments across multiple specialties. This role serves as the primary point of contact for patients and referring physicians. The scheduler manages calendars for Radiology, Respiratory Therapy, Outpatient Dietary services, and Diabetic Education. The main goal is to optimize department schedules while ensuring an accurate, efficient patient intake process.
REPORTS TO: Director of Ancillary Services
Full-Time
KEY RESPONSIBILITIES:
- Appointment Coordination: Schedule complex medical imaging, respiratory therapies, nutritional counseling, and diabetic education sessions.
- Data Verification: Capture accurate patient demographics, insurance details, and clinical order forms.
- Order Management: Review incoming physician orders for completeness, appropriate indications, and required signatures.
- Pre-Authorization: Verify insurance eligibility and secure necessary prior authorizations before the scheduled service date.
- Patient Instruction: Provide patients with mandatory preparation guidelines, arrival times, and location directions.
- Provider Collaboration: Communicate frequently with clinical staff regarding schedule changes, urgent add-ons, or cancellations.
- System Maintenance: Utilize Electronic
REQUIREMENTS/QUALIFICATIONS:
- High school diploma or equivalent required. Associate degree preferred.
- Minimum of one year in healthcare scheduling, patient access, or medical billing is preferred.
- Strong foundational knowledge of clinical terms, specifically
relating to radiology, respiratory procedures, and diabetes management is preferred.
- Proficiency with hospital EHR systems (Cerner, CPSI, Oracle) and Microsoft Office preferred.
- Exceptional verbal and written communication skills with a focus on empathetic patient interaction.
- Willingness to learn and take advice from others, working within a team dynamic, to develop the skills necessary to provide quality service.
- Must be comfortable working independently.
- Must have the ability to communicate and interact effectively and tactfully with patients, visitors, physicians, and employees.
- Excellent telephone etiquette is necessary.
- Must demonstrate a daily commitment to the Standards of Behavior and Core Values of BCMH.
POSITION DUTIES: ESSENTIAL
- Assists patients in the coordination and completion of appointments at BCMH and decrease barriers to timely treatment.
- Confirms patient demographics and insurance coverage; Acquires Prior Authorization
- Contacts patient to schedule appointments.
- Confirms patient appointments one business day prior to procedure.
- Educates patient on required exam preparations and pre-appointment paperwork.
- Handles calls with the goal of growing business, customer satisfaction, customer retention, and providing ease of access to BCMH services.
- Communicates with patient care team as necessary to ensure efficient, appropriate care for patients.
- Maintains knowledge of insurance authorization requirements.
- Must be able to demonstrate knowledge of BCMH Corporate Compliance plan, Code of Conduct and reporting process of any compliance concerns.
- Shall be responsible for completing educational requirements.
- Complies with HIPAA requirements for security and confidentiality.
- Observes all infection control and safety policies and procedures.
- Performs other duties as assigned.
PHYSICAL ACTIVITIES: ESSENTIAL
Grasping, Keying, Lifting, Reaching, Standing, Stooping, Repetitive Movement
An individual in this position will be required to carry or lift weights in the range of:
- Up to 25 pounds frequently
Up to 50 pounds occasionally
-
SENSORY AND COMMUNICATIVE ACTIVITIES: ESSENTIAL
Feeling, Speaking, Hearing, Seeing
ENVIRONMENTAL EXPOSURE:
Inside environmental conditions
PATIENTS FIRST
- I commit to recognize that patients are our reason for being here
- I commit to providing excellent customer service to our patients, their family and my co-workers.
- I commit to welcome patients promptly in a friendly many using AIDET:
- Acknowledge
- Introduce
- Duration
- Explanation
- Thank you
RESPECT
- I will treat all people with courtesy, respect, sensitivity, and foster a caring environment that promotes fairness for the common good.
- I commit to arriving on time for all meetings and work shirts, thus demonstrating respect and courtesy to my fellow co-workers, business associates, patients, families and all involved.
- I commit to respect BCMH in the workplace, the community, and on social media and in the presence of patients.
- I commit to consider at all times: Are my actions and attitude kind, honest, true, helpful, inspiring, and necessary?
EXCELLENCE
- I commit to always demonstrate professionalism, ethics, and personal responsibility.
- I commit to not be satisfied with substandard results and to exceed expectations.
- I commit to participate in performance improvement to enhance the care of patients.
ACCOUNTABILITY
- I commit to allocate our human and financial resources wisely.
- I commit to take responsibility for my decisions, actions, and performance, welcoming constructive feedback and suggestion.
- I commit to meet all deadlines required for education assignments and maintain appropriate credentials and licensure as required by BCMH and the State that pertain to my position.
- I commit to hold others accountable for behaviors and performance, recognizing that the actions of one speak for the entire team.
COMPASSION
- I commit to treat each patient and their family as if they were my own.
- I commit to caring, it is the highest calling of our profession to provide comfort to those who are in distress.
- I commit to displaying compassion, empathy, and hope to my fellow coworkers, patients, and families and all involved.
- I commit to go above and beyond ordinary care, remembering it is the little things that provide comfort, safety, and reassurance.
TEAMWORK
- I commit to work in collaboration and be supportive of all BCMH co-workers.
- I commit welcome and nurture new co-workers and find ways to manage up and show appreciation for all members of BCMH team.
- I commit to keep my interactions with others positive by no engaging in negative behaviors including gossiping and undermining others.
- I will show respect for all employees regardless of their position in our organization.
- I commit to promoting a caring and safe environment.
BCMH is a family of community members ready to care about you and yours. Our value is in our people and our mission. The care we give, and our continued potential for future growth to serve our community and staff depend upon all of us maintaining the core values, rules, and standards we have set. This next section of the packet will outline more of those standards and other tools necessary for success.
I have reviewed these job requirements and verify that I can perform the minimum requirements and essential functions of this position with or without reasonable accommodations.
I understand that I will be expected to assist in severe weather and/or disaster preparedness and response is a condition of employment.
I have read and understand the Core Values Employee Pledges.
***This position will be filled based on qualifications without regard to religion, race, color, national origin, age, sex, height, weight, marital status, veteran status, disability, family status, genetic information, pregnancy or any protected characteristics or activity.
