Job Description

Job Description

Job Description

At Diversity Health, we are passionate about changing the face of healthcare in Middle Tennessee and Kentucky by providing access to biomedical interventions and services for sexual health and wellness. We serve our patients with a highly skilled, competent team of clinicians, staff and volunteers who dedicate their time and expertise to see patients during convenient weekday and weekend hours.

Cross Functional Navigator

Job Summary

• Navigates opt-ins and patients through programs offered by Music and Derby City PrEP Clinics, ensuring: adherence and timely, affordable access to appointments and medications. Ensures that patients receive their medications promptly and affordably. Provides additional assistance as necessary. Must remain receptive to changing responsibilities and maintain a high level of confidentiality and privacy according to the clinic’s policies and procedures and HIPAA compliance. It’s important that each Navigator fosters teamwork within the office.

General responsibilites:

• Field incoming communication and initiate outgoing communication to potential and existing patients clearly, effectively with empathy, integrity, and accuracy

• Monitor calendar and attend scheduled meetings

• Monitor and respond timely to emails, chats, inboxes, phones, request systems. Includes being logged in and available on all MCPC/DCPC platforms when clocked in

• Review alert notes in patient’s case to ensure patient’s privacy is protected

• Manage opt-ins and patient conversion

• Scheduling and rescheduling of new and existing patients

• Complete touch-points and follow up with patients in accordance to communication, adherence, and prescription management protocols

• Address issues reported by partner pharmacies, escalating to the appropriate departments when necessary, monitoring pending issues until resolution

• Coordinate with patients on rx shipments, including keeping address up to date

• Communicate with partner pharmacies via portal, email, phones to manage patients fills, refills, shipping updates. Includes knowledge of how to work partner pharmacy portals

• Overcome obstacles prohibiting patients from receiving medication

• Adhere to schedule created by team lead

• Attend mandatory in-person events and in-person shifts scheduled by managers/leads

• Document and counsel patients on the importance of remaining adherent, answering questions pertaining to medical concerns without making medical determinations

• Document important progress notes on patient’s chart

• Accurately report hours worked in ADP app and keep supervisor informed of any deviations from normal work schedule.

• Take lunch breaks in accordance with state laws and company policies.

• Complete special projects and other duties as assigned by supervisors.

• Monitor assigned widgets, adding and removing explanations and statuses accurately and timely.

Job Qualifications

• Must work effectively with physicians, staff, volunteers, patients, public and external agencies

• Skills in gathering and interpreting data in a physician office setting

• Must have the ability to take initiative and to exercise independent judgment,

• Must have working knowledge of all navigation departments and tools necessary to perform the navigation roles.

• Possess decision-making and problem solving expertise.

• Demonstrates a mastery of all major navigation roles: communications, processing, insurance specialist, receiving, patient liaison.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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