Community Health Navigator

This position will participate and support the Patient Centered Medical Home (PCMH) model in coordinating the care needs of patients, focusing on the continuity of care.  The Community Health Navigator (CHN) will be responsible for helping patients and their families to navigate and access community services, other resources, and adopt healthy behaviors.  Creating connections between vulnerable populations and the health care system.  Maintain patient/consumer confidentiality and ensure compliance with HIPAA policies and procedures.   

SUPERVISORY RESPONSIBILITIES

None

ESSENTIAL DUTIES & RESPONSIBILITIES

Duties are not exhaustive but reflect the core content of the job expectations and responsibilities.

• Supports the mission and strategic priorities of Neighborhood Health.
• Establishes trusting relationships with patients and their families while providing general support and encouragement from a trauma-informed care perspective.
• Conducts “in-reach” activities with current health center patients to help patients navigate and access community resources and adopt healthy behaviors.
• Provides information in a fair, accurate, and impartial manner to patients.
• Provides information and assistance in a manner that is culturally and linguistically appropriate to diverse communities and accessible to individuals with disabilities. 
• In collaboration with the medical provider and care team, promotes healthy education on an individual or group basis to increase patient awareness of healthy behaviors and avoid the development of chronic illnesses.
• Conducts communication and follow up for medical personnel and the health organization.
• Supports care coordination and care transitions for patients.
• Works in a team-based structure, partner with care teams (community, providers, internal staff).

-Collaborates with physicians, nurses, counselors, peer advocates, case managers, substance use disorder treatment team, patient service representatives, and other multi-disciplinary team members regarding patient needs (ex: pre-visit planning huddles). 

• Works closely with front office staff to complete sliding fee process with new patients and provide education on all services NH offers, digital access to health care services (ex: patient portal, telehealth options, etc.).
• Assists patients with enrollment in programs and benefits for which they are eligible, to include applicable insurance enrollment.   Provides accurate information to educate NH patients and other consumers on health coverage and the enrollment process.
• Provides enrollment assistance (including but not limited to completing coverage applications, gathering required documentation, and troubleshooting the enrollment process) for uninsured children and adults to access subsidized, low-cost and/or free health insurance programs.
• Maintains current knowledge of insurance options within Marketplace and Medicaid.
• Encourages cultural competence among health care professionals serving vulnerable populations.
• Advocates for vulnerable populations within the health care system and the community at large.
• Proactively engages the patient to manage their own health and healthcare.
• Assesses social determinants of health.  Collect data to help identify community health needs.
• Utilizes databases, reports, to proactively communicate with clients to address gaps in care.
• Maintains appropriate records of services to reflect patient interactions via Community Health Navigator forms and documentation in the electronic health record system and/or data analytic tool (ex: Azara) and submit reports according to established time frames.
• Participates in quality improvement efforts.
• Participates in integrated system of care, staff meetings, case review, consultation/supervision sessions, huddles, and other forums as required.
• Abides by all rules, regulations, and policies of NH and abide by the “rules-of-the-road” as enacted and enforced by the State of Indiana, the Indiana Department of Transportation, and each municipality of transit.  Any traffic infractions, whether moving or stationary, are the sole responsibility of the driver and are not allowed, condoned, or reimbursed by NHC.   Immediately report any incidents or accidents in which harm or damage occurs to the mobile clinic van, other motor vehicles, motorists, pedestrians, etc.
• Attends and successfully completes all required training programs; participates in ongoing conference calls, webinars, and other professional development opportunities.      
• Works in conjunction with other Community Health staff members to promote a “Team Effort”.
• Ensures all inreach, outreach, and patient education materials meet NH brand standards and are approved by the Brand and Communications Coordinator and/or CEO.
• As needed, assists the Brand and Communications Coordinator to promote NHC services and healthy behaviors at health fairs and other community events.
• Performs duties in accordance with NH Standards of Conduct and Mission Statement.
• Performs related work as required and other duties (similar physical requirements and OSHA risk level) as assigned. 

REQUIRED SKILLS / ABILITIES

• Problem solving-identifies and resolves problems in a timely manner and gathers and analyzes information skillfully.
• Interpersonal skills-maintains confidentiality, remains open to others’ ideas and exhibits willingness to try new things; maintains friendly and supportive relationships with coworkers; talks through problems to keep channels of communication open and maintain a high level of trust; realizes the importance of, and practices, good customer service; and able to communicate effectively with people of varying cultures, socio-economic backgrounds, languages, and educational levels.
• Oral communication-speaks clearly and persuasively in positive or negative situations; must possess the ability to speak effectively before groups and actively engage the general public in outreach situations.
• Written communication-edits work for spelling and grammar, presents numerical data effectively and is able to read and interpret written information.
• Planning/organizing-prioritizes and plans work activities, uses time efficiently.   
• Quality control-understands the importance of compliance standards and pays close attention to accuracy and detail when performing duties.
• Adaptability-adapts to changes in the work environment, manages competing demands and is able to deal with frequent change, delays or unexpected events.
• Dependability-consistently at work and on time, follows instructions, responds to management direction and solicits feedback to improve performance. 
• Safety and security-actively promotes and personally observes safety and security procedures, and uses equipment and materials properly.
• Computer & Math-accurately types a minimum of 40 WPM, proficient in the use of Outlook, Word, PowerPoint, Excel, internet-based applications, and the Microsoft operating system.     
• Cultural Competency- demonstrates awareness of one’s own world view and that different world views exist; demonstrates positive attitudes towards cultural differences; and demonstrates the ability to successfully communicate and interact across cultures.  

REQUIRED QUALIFICATIONS:

Education / Training

High School Diploma or GED.  Associates or Bachelors degree in related field preferred.

Advanced medical office or social service training preferred.  

Successful completion of a formal Community Health training program is preferred.  This training will be a mandatory requirement for all CHNs employed with NHC.

Experience

Minimum of one year experience working with the public in a customer service or general office role.  Prefer medical or social service experience.  At least two years of relevant driving experience within the past five years required.  Must be dependable and responsible for performance and commitments.

Licensure/Certification

Current Indiana state driver’s license required.         

Within 90 days of employment, must successfully complete all training/testing requirements to receive certification as a federal Certified Application Counselor (CAC) and obtain an Indiana Navigator license.  Must complete annual continuing education requirements to maintain the CAC certification and Navigator license.  

Physical Requirements

Prolonged sitting, some bending, stooping and stretching.   At times, periods of extended physical activity, such as walking/standing at community events, moving and distributing educational materials, or setting up electronic equipment needed for outreach events.  Eye-hand coordination and manual dexterity sufficient to operate office and related electronic equipment.  Corrected vision and hearing to normal range to record, prepare, and communicate appropriate reports.  Must be able to travel between sites with use of a personal vehicle.   Ability to lift and carry items weighing up to 20 pounds.   Ability to work under stressful conditions.  

Work Environment

Normal medical office environment and offsite in various types of environments.  Work will include irregular hours, including evenings and weekends.  Involves frequent contact with patients, other staff, and the public.  Interaction with others is constant and interruptive.  Contact may involve dealing with sick, angry, or upset people.   OSHA Category III - Tasks do not involve contact with blood or body substances and the performance of Category I or II tasks are not a condition of employment.