The Emergency Department Care Navigator is responsible for ensuring an exceptional patient experience in the Emergency Department. The position has direct accountability for meeting the non-clinical needs of patients and caregivers by providing updates, liaising with the clinical team and coordinating follow up needs. The ideal candidate possesses strong interpersonal skills, works comfortably with a diverse population and handles multiple tasks well. The position operates under the supervision of Case Management and Patient Experience.RESPONSIBILITIES

• Conduct regular rounds on Emergency Department patients and waiting areas to create a welcoming environment, and address any immediate needs.
• Serve as a point of contact for patients to share concerns, expectations, and unmet needs; liaising with the appropriate staff members to ensure quick resolution of issues to support patient satisfaction.
• Collaborate with the care team to identify potential barriers to patient adherence, such as appointment scheduling, transportation, pharmacy access, and financial concerns.
• Help patients schedule necessary follow-up appointments in real-time before their discharge from the Emergency Department.
• Thoroughly document all, interactions, and correspondences in the electronic medical record and any other required systems.
• Identify areas for improvement in patient care and outcomes, providing recommendations for enhancing the healthcare delivery process.
• Ensure that patient rooms and waiting areas are clean, comfortable, and safe, contributing to a conducive atmosphere for treatment.
• Maintain proficiency with Patient Rights, HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems), and other regulatory requirements and internal processes to ensure compliance.
• Offer fair, accurate, and impartial information and assistance to individuals eligible for the Marketplace, Medicaid, Children's Health Insurance, and commercial plans.
• Perform other duties assigned to support the smooth functioning of the Emergency Department and patient care.

• 3-5 year's healthcare, direct customer service or managed care experience.

• Bachelor's degree required with specialization in health-related fields; public health, business, communication or other.

• N/A

• Superior customer service skills. Professional and courteous demeanor. Ability to handle stressful situations in a high acuity health care network.
• Ability to communicate effectively both verbally and in writing.
• Ability to establish rapport with the public.
• Ability to handle and safeguard confidential information.
• Sound professional judgment; maturity; courtesy empathy; keen sensitivity; flexibility; dependability.
• Bi-lingual competency a plus.

About Us:

HealthAlliance Hospital

Benefits:

• Health Insurance
• Dental
• Vision
• Retirement Savings Plan
• Flexible Saving Account
• Paid Time Off
• Holidays
• Tuition Reimbursement