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The Patient Navigator is the patient’s program liaison. Primarily telephonic, this role is responsible for ensuring that the patient experiences a smooth transition from an admission or outpatient procedure back to the home setting. Throughout the duration of services, the Patient Navigator will communicate with patients and caregivers to uncover and act on possible barriers to a healthy outcome, thereby safeguarding against unnecessary readmissions.
You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.
- Serve as the patient’s liaison throughout the life cycle of the program by addressing program specific quality measures and adhering to company guidelines/standard operating procedures
- Make all patient welcome calls on date of notification of assignment and/or discharge. Make appropriate and timely patient appointments, confirmations, and appointment reminders. Mail letters as needed
- Complete telephonic inpatient visits with patients utilizing current standard operating procedures
- Notify all appropriate departments of data related patient case updates
- Outreach to patients providers and input appointments
- Place regular/consistent outreaches to the patient
- Adhere to established guidelines for case closings
- Provide support to patients either prior to admission for an elective procedure, post-discharge from the hospital, or post-procedure
- Identify and connect patient to resources for addressing Social Determinants of Health (SDOH)
- Outreach to the appropriate party to report any benefit, authorization, claim or eligibility related issue
- Prepare information for patient case status summaries, success stories, etc. and participate in daily huddles, weekly meetings, and other scheduled events, both internally, and with clients externally
- Take initiative to proactively resolve and or support tough patient cases via communication to management and or clients during weekly meetings
- Prepare, communicate, and follow through on patient flagpole/escalation communications to management
- Conduct and collaborate on creating action plans for patient readmission
- Review system related tasks and email instructions throughout the day for management of daily responsibilities in order to effectively and thoroughly manage all assigned patient cases to completion
- Maintain patient outreach and daily activities for cases assigned to out of office Patient Navigators and peers as directed by leadership team
- Document accurately all phone calls, interventions, appointments and other system related data points in PILOT system within 24 hours
- Consistently meet position Key Performance Indicator metrics as defined by leadership
- Utilize all internal database alerts and daily/weekly reports to effectively and thoroughly manage all assigned patient cases to completion of company programs
- Other duties as assigned by leadership may exist to meet business needs
You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
- High School Diploma or GED required
- 2+ years of customer service and/or healthcare experience in a fast-paced environment
- Full COVID-19 vaccination is an essential requirement of this role. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination prior to employment to ensure compliance.
- Associate Degree or higher from an accredited college preferred
- Strong working knowledge of medical terminology and healthcare landscape preferred
- Excellent written and verbal communication skills
- Able to act independently with minimum supervision
- Excellent problem solving, critical thinking, and organizational skills
- Must be organized and able to prioritize, plan, and handle multiple tasks/demands simultaneously
- Ability to verbally articulate and communicate with patients, manager, team members, and customers
- Computer proficiency to include typing, data entry, internet research, and spelling accuracy
- Proficient with Microsoft Office applications including Word, Excel and PowerPoint
Work Conditions and Physical Requirements
- Ability to establish a home office workspace
- Ability to view screen and enter data into a laptop computer (or similar hardware) within a standard time period
- Ability to communicate with Clients and team members including use of cellular phone or comparable communication device
- Ability to remain stationary for an extended time period (1 – 2 hours)
Your application has been successfully submitted.
Here to help people live healthier lives and make the health system work better for everyone.