Job Summary:
The Urology Patient Navigator/Support Assistant performs a variety of services to support the patient experience and the practice operations. The incumbent will be the primary point of contact for helping patients navigate through multidisciplinary interaction, education, care coordination, resource allocation, and communication as identified by a continuous needs assessment. The expectations are that the liaison will demonstrate professional behavior as he/she interfaces with community partners and patients. In addition, he/she will be accountable for tracking identifiable navigational and quality metrics as well as implementation of interventions to attain and maintain set metrics.

The Urology Patient Navigator/Support Assistant is responsible for providing administrative support and coordination of various assignments and projects in support of the Urology Physician Practices physicians and managers for both practice locations. This includes, but is not limited to, referral intake, enrollment, appointment scheduling, patient notifications, billing, data collection, quality improvement initiatives and resource utilization. Provides efficient navigation and movement of patients through the urology care pathways. Effectively organizes, prioritizes, facilitates and maximizes patient experience through timely patient outreach and follow up. Ensures all activities represent the Urology practices to others internal and external to the practices in a highly favorable manner, demonstrating a level of customer service that meets and exceeds expectations for quality, clarity and completeness.

This position is involved in a team-based approach to care. Team members are trained to meet the highest level of function for their role as per the State of Tennessee/Georgia guidelines. Is trained and assigned (as per their role and responsibilities) to coordinate care for patients and is trained and assigned to support patients/families/caregivers in self-management, self-efficacy and behavior change. Is trained and assigned (as per their role and responsibilities) to manage the practices' patient population. Participates in the practice's quality improvement process and performance evaluation.

Education:
Required: High School Diploma or equivalent.

Preferred:
Associates Degree in a related field, demonstrating computer competence, knowledge of effective business practices, effective oral and written communication skills.

Experience:
Required:
Minimum of three years' related experience in a healthcare environment, preferably within a physician practice. Experience must demonstrate the following:
- Ability to function in a self-directed environment and complete job assignments in a timely manner.
- Knowledge of organizational functions, policies and regulations related to physician practice or ambulatory/outpatient clinic setting
- High level of customer service and interpersonal skills, demonstrating effective oral and written communication skills
- Effective organizational and time-management skills
- Excellent computer skills, including Microsoft Office (Excel, Word, Power Point, Outlook, Access)

Preferred:

Position Requirement(s): License/Certification/Registration
Required:
N/A

Preferred:
N/A

Department Position Summary:
The Urology Patient Navigator/Support Assistant has the responsibility for the administrative processes for the urology network of practices which involves coordination of projects, scheduling, assisting physicians with clerical needs, billing support, data collection and review. The incumbent coordinates various projects and quality improvement processes and assists in their execution in a positive and proactive manner, in collaboration with the entire team. The incumbent is responsible for developing and maintaining detailed patient profiles, appointments, and status reports throughout each phase of the patient care path for the urology practices. The Urology Patient Navigator/Support Assistant provides effective communication and follow through, both internally to the department, and externally to other departments within Erlanger Health System, other physician office and to patients as necessary. The incumbent manages and tracks information in a confidential, secure, and organized systematic approach.

The Urology Patient Navigator/Support Assistant assists the physicians and managers with planning, organizing, coordinating and implementing administrative functions of patient care in the urology practices and special projects, while helping patients navigate barriers in the administrative systems and patient support services. This position will proactively facilitate patient health care, promote health and comfort, and build awareness of services offered by maintaining communication with patients and the healthcare team, contact patients 'at risk' for missing appointments, and ensure all administrative documents are filled out and processed accurately. The incumbent builds effective working relationships with patients and internal and external customers through caring, communication, and competence. Composes and generates correspondence using word processing software; possesses excellent telephone skills; and communicates effectively with all types of people and personalities.