Job Details

Empath Health is currently seeking a Care Navigator to join our team.

Shift: Tues-Friday 8:00a-4:30p, Saturday 7:30a-4:00p

Responsible for coordinating service inquiries as well as offering prompt access within the Empath Health Network of Care. Maintains excellence in customer service by being caring, compassionate, empathetic and responsive to the needs of all who reach out to us internally and externally.

Quality/Monitoring

• Provides for optimum access to Empath Health Care Continuum via telephone, website, fax and walk-in inquiries. Articulates information and education regarding programs and services in a customized manner appropriate to the individual customer.
• Facilitates appointments through effective triage using Care Navigation protocol to the program that best meets the patient’s needs.
• Works effectively with patients/families, community providers and team members to ensure all necessary information for accurate and complete referrals is received and inputted into patient’s electronic medical record (EMR) consistently, accurately and in real time.
• Has extensive knowledge of non-hospice related community resources and provides that information to patients/families/community providers as appropriate.
• Able to provide contact information for Hospices located outside of Pinellas County as appropriate.
• Responsible for ensuring physician certification information is received and inputted into EMR continually following regulatory standards.
• Monitors, triages, and documents faxes received as applicable. Forward to Health Information for scanning into patient’s EMR as appropriate.
• Runs daily event audits to validate inquiries received, appointments scheduled and patients served.

Promotes social and emotional well being

• Maintains patient and family confidentiality at all times while allaying fears and concerns through calm, empathetic and compassionate listening skills.
• Provides for a comfortable and supportive atmosphere to persons who arrive on site seeking information, support and assistance with program information.
• Maintains and continually builds rapport and trust with our community partners.
• Seizes every opportunity to interact with patients, families, authorized representatives and community agencies to better understand their perspectives, expectations and individualized needs.
• Is able to anticipate problems before they become complaints and/or resolve complaints effectively, considering every comment or complaint as an opportunity to learn and to prevent the same problem from arising again.

Stewardship

• Continually acts as an ambassador for Empath Health’s Network of Care.
• Is mindful of the balance between the caring sanctuary and the sound business by continually utilizing the agency’s resources effectively and efficiently.

Leadership and Teamwork

• Promotes, articulates and consistently models the vision, mission and values of the organization.
• Contributes to the development of a high functioning team.

Professional Development

• Consistently updates knowledge of Empath Health’s Network of Care options.
• Participates in educational offerings to maintain or update skills.
• Performs a self evaluation of strengths and weaknesses yearly and develops an annual self-development plan.
• Other duties as assigned.
  

POSITION QUALIFICATIONS/REQUIREMENTS:

• Education and/or Experience:High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

• Excellent verbal and written communication skills with patients/families, providers, direct co-workers and peers.
• Excellent multi-tasking and critical thinking skills.
• Excellent typing and computer input skills.
• Knowledge of Microsoft Office products (MS Outlook, Word, Excel), Suncoast Solutions preferred.
• Knowledge of HIPAA compliance regulations.
• Basic knowledge of non-hospice related healthcare and community resources.
• Basic knowledge of medical terminology.
• Basic knowledge of healthcare reimbursement.
• Expected to assist (within reason) if Care Navigation coverage is needed outside of a normal shift.

Empath Health values diversity as it strengthens our community and care. We embrace the diversity of cultures, thoughts, beliefs and traditions of our employees, volunteers and people we are honored to serve across our network. Our diverse staff reflects our community and each day, we work to be respectful, sensitive and competent with each other and those in our care. In every journey, we are dedicated to achieving comfort, dignity and exceptional care. Those of all backgrounds are welcome and encouraged to apply with us or seek our care and services.

Our commitment to patient, client, staff and volunteer safety is a cornerstone of a High Reliability Organization with a focus on zero harm. Participation in the seasonal influenza program is a condition of employment and a requirement for all Empath Health employees.

Providing compassionate, full life care is an honor we take seriously at Empath Health. Join our team and make a positive impact in the community!