Patient Navigator - Neurosurgery

Location Detail: 85 Seymour Street - HHMOB (10117)

Shift Detail: Monday -Friday Remote position. In office training for the first month required and in office meetings as needed.

Work where every moment matters.

Every day, more than 40,000 Hartford HealthCare colleagues come to work with one thing in common: Pride in what we do, knowing every moment matters here. We invite you to become part of Connecticut's most comprehensive healthcare network.

Hartford HealthCare Medical Group is one of the largest medical practices in New England with multiple locations throughout Connecticut and Rhode Island. We consist of a team of professionals ranging from Medical Assistants to Physician Assistants and everything in between. Our physician led medical group enjoys an excellent reputation with patients and the medical community, offering primary care, urgent care and more than 30 different specialties.

Job Description

The role is responsible for the organization and coordination of office operations, procedures and resources to facilitate organizational effectiveness and efficiency. Provides day-to-day operational, technical and problem-solving leadership on administrative matters including, but not limited to: patient flow, office operations, customer service, health insurance, billing/coding requirements, and EMR functionality and utilization. Supervises the administrative and clinical staff and practice operations including scheduling, work flow, service delivery and employee performance.

The role of the Neurosurgery Patient Navigator is crucial to the success of our patients and the neurosurgical programs. This team member will be the guide for patients as they begin and progress through their neurosurgical journey.

Responsibilities of this position include being the first contact for prospective patients, collaboration with our marketing team, management of incoming referrals and completing registration for education sessions and scheduling consultations. Provides maintenance of our patient tracking system, assistance with patient questions, and help coordinating appointments required for preparation prior to surgery. The navigator will be responsible for regular follow up with patients, monitoring progress and coaching the patients through the process to completion. Communication is handled in person, by phone, email and within the EMR system.

Navigators work with the clinical teams and providers to identify patients who are ready to proceed to surgery. Partnership with management on metrics, reporting, and patient experience is included, in addition to preparation of the patient file, request and submission of cases for insurance approval.

• Attends, coordinates and hosts Patient Information Seminars either in person or virtually. Researches and updates internal resource directory for any changes to criteria. Subsequently reaches out to attendees to discuss neurosurgical programs and make initial appointments. Assists with setting up patient transportation, translator services and public programs as needed.

• Daily communication to patients via phone, email or MyChart to insure patient progress is successful and on track.

• Coaches’ patients on neurosurgical programs or insurance policy guidelines, IE smoking cessation, nutrition and Behavioral Health visits.

• Enters and maintains patient data in tracking logs, utilizing RedCap, Excel or other medium as the patient moves through their journey. Responsible to insure these sources are always kept up to date and are complete for turn over to Surgery Scheduler upon completion of the work up. Manages patient no show policy, closes cases, reaches out to patients to discuss program noncompliance and works to insure patient gets back on track.

• Working with self-pay patients, liaison between hospital, anesthesia and neurosurgery offices. Reaches out to insurance payers to verify or confirm specialist benefit information. Relays any pertinent information to patient. Ensures receipt of insurance authorizations for referrals as needed.

• Interacts with Nurse Navigators daily on patient progress, mitigating any issues or non-compliance, devising a plan for the patient and documenting in EMR.

• Community outreach, attending functions or events on behalf of Neurosurgery.

• Apply Lean processes, creating and modifying standard work for process improvement. Works with RN, PSC staff to manage the providers schedule to insure template utilization and patient satisfaction.

• Monthly participation in Interdisciplinary Team Meetings to discuss high risk patients. Monthly data reporting and monitoring.

• Perform other related duties as required.

Qualifications

• 5 years of patient relations in healthcare setting

• Previous surgical experience. Neurosurgical experience highly preferred

• Strong organizational skills

• Ability to effectively communicate with other medical providers and their offices, patients and families, and rehabilitation teams in order to promote seamless referral coordination and scheduling.

• Ability to work effectively as a team member within the organization and with customers

We take great care of careers.

With locations around the state, Hartford HealthCare offers exciting opportunities for career development and growth. Here, you are part of an organization on the cutting edge - helping to bring new technologies, breakthrough treatments and community education to countless men, women and children. We know that a thriving organization starts with thriving employees- we provide a competitive benefits program designed to ensure work/life balance. Every moment matters. And this is your moment.