Patient Navigator

Whole Family Health Center

A non-profit community healthcare organization serving Florida’s Treasure Coast region for over 25 years as an integrated approach to healthcare providing access to Adult & Pediatric Primary Care, Behavioral Health, and Pharmacy with delivery services. Whole Family Health Center is committed to delivering compassionate, quality care to all!

Patient Navigator

The Patient Navigator acts under the direction, guidance, and supervision of the Manager of Social Services. This position is responsible for promoting awareness and access to healthcare through low or no-cost programs in a respectful, non-judgmental, and compassionate manner, conducting outreach to individuals and families to inform and enroll them into public insurance programs and provide referrals to health and other supportive services. This position will help guide and support individuals and families of diverse backgrounds. Outreach activities, case management, supporting DME access and health education are core expectations of this position. The Patient Navigator position is a front-line public health worker who has a close understanding of the community served. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.

Communication

Good oral and written communication skills are required for this position. The information must be exchanged using tact and persuasion appropriately. The person in this position must be able to communicate with the patients, staff, and others; and contribute to a positive environment. Bilingual English Spanish is preferred but not required.

Key Responsibilities

• Promote an organizational culture that embraces the workplace values of respect, caring, support, effective communication, teamwork, collaboration, accountability, and responsibility; and collaborates with staff to create and maintain a workplace environment reflective of these values
• Provide assistance as required to health center clinical teams and patients, ensuring adherence to operational procedures in the delivery of high-quality patient care and excellent customer service
• Assists as needed in the day-to-day operations of providing enabling services including, but not limited to: HIV/STI testing, mobile outreach, health education, program, and grant management
• Participates in organizational collaboration in community events with community partners
• Assist patients with program eligibility and appropriate referrals to remove barriers in care; may include referrals to non-organizational case management and/or social worker services; ongoing support and education to team members and assist in removing barriers in care
• Proactively assist patients in navigating their network of providers by assisting with ordering DME and follow-up of specialist appointments as needed
• Interact with Health plan representatives and members via telephone to assist and support an appropriate level of care; may include making outbound calls to members and/or providers to assist in scheduling appointments, closing gaps in care, or chart collection activities
• Answer inbound calls from patients and/or providers regarding appointments; includes tracking appointments and documenting information completely, accurately, timely, and efficiently
• Locate medical screening results/documentation to ensure quality measures are followed in the closure of gaps; forwarding for any evaluation or interpretation of clinical data by the supervising, licensed, and/or certified staff
• Maintain physical premises to ensure a superior patient experience as well as provide a safe and secure work environment for staff and patients; meet all customer service standards and advocate that Health Center staff in meeting standards as well
• Maintains data integrity through conscientious use of relevant tools and employing a system of checks and balances
• Demonstrates organizational skills necessary to multi-task, meet deadlines, and re-prioritize as needed
• Participates in organizational quality and performance improvement activities
• May occasionally need to travel from one clinic to another for coverage.

Qualifications

• High School Diploma or GED required
• A college degree is preferred but not required
• Maintain HIV 501 Certification

Knowledge, Skills, and Talents Required Qualifications

• Demonstrated ability to respond to changing situations in a flexible manner in order to meet current needs, such as reprioritizing work as necessary
• Excellent oral and written communication skills, including the ability to persuasively engage with grant funders and other outside agencies
• Well-honed analytical skills, including the ability to understand, interpret and present data related to the tracking of various Community Health-related events, diseases, and behaviors
• Knowledge of the health care delivery system, social services, and community-based resources. Knowledge of ambulatory healthcare, substance abuse, and STIs
• Ability to conduct sensitive, empathetic interactions that respect the dignity and diversity of patients/clients/staff - including factors such as HIV status, race, ethnicity, ability, age, sexual orientation, gender identity and socioeconomic status
• Ability to effectively educate, treat and counsel clients from diverse educational, social, and economic backgrounds
• Interpersonal skills are necessary to de-escalate difficult client encounters in challenging situations
• Provide education and support to patients with chronic health concerns
• Assist patients in understanding care plans and instructions; document activities, progress toward care plans, and barriers in an effective manner while strictly adhering to the policies and procedures in place
• Serve as a liaison between health/social services and the community to facilitate access to services and improve the quality and cultural competence of service delivery

Requirements

• WFHC requires all employees, volunteers, and contracted individuals working full or part-time at any of our facilities to receive the COVID-19 vaccination
• Level 2 background clearance required
• Proof of immunizations for (1) Tdap, (2) MMR’s, HEP B vaccination, and either a history of chickenpox (varicella), or documentation of the varicella vaccine, a PPD Test is done once upon hire

WFHC reserves the right to change or modify the job description, including but not limited to Major Responsibilities, Education, Certification, and Physical Requirements.

WFHC is an EOE.