Job Description

The Nurse Navigator is responsible for the navigation of patients through complex healthcare environments for the optimization of care and outcomes. This position functions autonomously and in collaboration with other members of the healthcare team. Based in the Navigation Center, the Nurse Navigator is expected to provide inbound/outbound call support. The Nurse Navigator is an integral member of the care team guiding patients through the health care system by assisting with access issues, addressing barriers to care, scheduling appointments, navigating the referral process, refilling medications, tracking interventions and outcomes. The Nurse Navigator utilizes their knowledge, skills, and compassion in promoting safe passage for patients seeking advice and medical services.

Responsibilities

Essential Functions:

• Collaborates with the patient’s care team including, primary care team, specialists, virtual care, home care, hospital team, and any others involved with the patient’s care to optimize clinical outcomes functioning from a call center and hybrid setting.
• Reviews clinical progress of patients and coordinates communications to referring, consulting, and primary care physicians.
• Coordinates scheduling of appointments as needed.
• May assist with the referral process, tracking outcomes of referrals and treatments.
• Educates patient and family members on diagnosis, treatments, procedures, and medications in a call center setting.
• Supports transitions of care activities with the patient’s medical home care management team or the Central Health case management team as indicated to support patients with complex health, social determinants of health (SDOH) and behavioral health needs, or frequent hospital utilization.
• Enhances the patient experience by supporting Provider teams with in-basket management, refilling medications, and triaging patients in a timely manner following established protocols in a call center setting.
• May support with review of diagnostic imaging studies, lab values and notifies Provider as appropriate for abnormal findings.
• Participates in continuous quality improvement projects in order to better serve the patient, family and health care system to improve the quality of service provided.
• In collaboration with the Nurse Manager, maintains awareness of key performance indicators/metrics and coordinating interventions to prevent avoidable ER visits, hospital admissions and readmissions, etc.
• Attends staff meetings and education offerings both in person and via teleconference/online as required.
• Supports organizational initiatives to promote and maintain a strong positive workplace culture.
• Performs other duties as assigned.

Knowledge, Skills and Abilities:

• High degree of knowledge and competency in the practice of nursing and documentation requirements
• Works with medical and nursing staff to establish and maintain clinical and operational standards of practice
• Works in a highly collaboratively manner with patients and other service providers, within and outside facility.
• Excellent Customer Service Skills to be delivered via telephone, email, or other electronic communication methods.
• High level of problem-solving skills to better serve patients and staff.
• Proficient in applying Microsoft Office software tools in a systems environment.

Qualifications

Required:

Graduation from an accredited school of nursing with a minimum of an Associate's Degree

Two (2) years nursing experience in an ambulatory clinic and/or hospital setting.

Preferred:

Bachelor of Science in Nursing (BSN)

One (1) year of Case Management or Navigation experience in a navigation center and/or ambulatory clinic setting.

Licenses/Certifications:

RN - Registered Nurse - State Licensure and/or Compact State Licensure

Basic Life Support (BLS) obtained through approved American Heart Association or American Red Cross.