Title: Patient Navigator

Location: Long Beach, CA

Department: MOSI Admin

Status: Full-Time

Shift: Days (8hr)

Pay Range*: $34.43/hr - $49.96/hr

MemorialCare is a nonprofit integrated health system that includes four leading hospitals, award-winning medical groups – consisting of over 200 sites of care, and more than 2,000 physicians throughout Orange and Los Angeles Counties. We are committed to increasing access to patient-centric, affordable, and high-quality healthcare; your personal contributions are integral to MemorialCare's recognition as a market leader and innovator in value-based and other care models.

Across our family of medical centers, we support each one of our bright, talented employees in reaching the highest levels of professional development, contribution, collaboration, and accountability. Whatever your role and whatever expertise you bring, we are dedicated to helping you achieve your full potential in an environment of respect, innovation, and teamwork.

Position Summary

Reporting to the Program Manager, Orthopedic & Spine, this position serves as an integral role within our MemorialCare Orthopedic & Spine Insitute (MOSI). Is the point person for the Sports Medicine program and Back & Neck Health Center. Ensures patients have an exceptional experience with seamless coordination and communication. Ensures best practice is upheld through our processes by close collaboration with Medical Directors, leadership team, and clinical partners. Provides high end touchpoints for patients, coordinating between hospital services and/or physician offices, to ensure that patients obtain the care they need expeditiously. Available to patients for questions, concerns, and assistance in navigating through the care continuum. Works with leadership team and collects data, creates reports and distributes to identified stakeholders, and coordinates programmatic meetings. Will assist as needed with other programs within MOSI. Must be familiar with policies/procedures for regulatory agencies.

Essential Functions and Responsibilities of the Job

1. First point of contact for patients interested in the program.
2. Patient warm hand off to specific identified physician office partner (scheduler).
3. Ensures patient is scheduled and reminder notification is sent.
4. Follows up after appointment to help facilitate any follow up care at the hospital.
5. Provides exceptional customer service and high end touchpoints for patients, meets patients at specific locations and walks them to their services at the hospital or hospital based clinic.
6. Visits patient for any inpatient stays or post-surgical procedure to check in and determine any needs.
7. Partners with nursing to fulfill patient requests, escalates issues as needed.
8. Point person for hospital, physician office staff, partnering facilities.
9. Partners with other departments to ensure the patient needs and expectations are met.
10. Assists in process development of patient referral pathways, analyzes/assesses any issues, and provides process improvement recommendations.
11. Problem solves day-to-day issues and escalates as appropriate to Program Manager or Medical Director.
12. Patient tracking – lists all patients who call program and tracks appointments/treatments/etc.
13. Physician participation – tracks program participation metrics.
14. Collects data on patient experience and outomces.
15. Creates and distributes reports.
16. Partners with Medical Director and leadership team to develop regular meeting schedule.
17. Sends calendar notices and reminder emails to meeting participants.
18. Develops meeting agenda with Program Manager & Medical Director.
19. Assists in drafting presentation and taking / preparing meeting minutes.
20. Collaborates with nursing to develop patient education material/classes.
21. Partners with nursing/social work to develop any appropriate patient education events and support groups.
22. Develops verbiage drafts for marketing collateral.
23. Coordinates patient outreach events or disease awareness initiatives.
24. Connects with associations for any hospital engagement opportunities.
25. Partners with business development on any office outreach/education opportunities.
26. Performs other duties as assigned.

*Placement in the pay range is based on multiple factors including, but not limited to, relevant years of experience and qualifications. In addition to base pay, there may be additional compensation available for this role, including but not limited to, shift differentials, extra shift incentives, and bonus opportunities. Health and wellness is our passion at MemorialCare—that includes taking good care of employees and their dependents. We offer high quality health insurance plan options, so you can select the best choice for your family. And there’s more...Check out our MemorialCare Benefits for more information about our Benefits and Rewards.

Minimum Requirements

Qualifications/Work Experience:

• Minimum 2 years' experience working in a healthcare setting preferred.
• Minimum 2 years' experience working with physician offices preferred
• Minimum 2 years' working with specific specialty clinical programs preferred.
• Competency with Microsoft Office (Word, Excel, PowerPoint, Outlook) preferred.
• Proven customer service skills preferred.

Education/Licensure/Certification:

• Bachelor's Degree or equivalent combination of education/experience required.
• Medical Assistant certification preferred.