Sr. Patient Navigator

Current Employees:

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Hybrid Position

The department of Medicine has an exciting opportunity for a full-time Sr. Patient Navigator to work on the UHealth campus in a hybrid system. The Sr. Patient Navigator will be responsible for the complete management of appointment escalation requests. This includes serving as the primary contact for appointment escalation requests, identifying and scheduling appointments, contacting patients to confirm appointments and communicating resolution to requesting party.

CORE JOB FUNCTIONS

• Conducts patient evaluations to obtain information necessary for the development of an effective treatment plan.
• Ensures patients have access to insurance and social service programs for which they are eligible.
• Maintains knowledge of insurance referral requirements to ensure access based on third party reimbursement criteria.
• Provides patient reminders of upcoming appointments and acts as liaison between patients and providers.
• Provides patients with all required information regarding appointments and payment policies (i.e., parking, cash policies, anticipated charges, required ancillary services, cancellation policy).
• Identifies and resolves real or perceived barriers to care.
• Intervenes as liaison/advocate for patients, physicians, and staff in facilitating ease of care. Assists in identifying trouble spots and problem patterns in the provision of care.
• Educates and counsels patients on issues related to their health and life situations.
• Maintains current knowledge of community health, welfare resources, and any other programs available to patients.
• Assists in building partnerships with local community physicians and referral sources to the UHealth systems.
• Assists lower-level Patient Navigators (H) as needed.
• Adheres to University and unit-level policies and procedures and safeguards University assets.

Department Specific Functions

• Serve as the primary contact for appointment escalation requests.
• Review provider schedules for open slots and last-minute cancellations. Confirm upcoming appointments to find a cancellation.
• Works with clinical team for guidance on severity of patient’s condition to determine if it’s an urgent case.
• Works collaboratively with UHealth Champions and International Health Office.
• Maintain a thorough understanding of provider schedules, polices and constraints to identify solutions efficiently.
• Ensure provider schedules are fully maximized and efficiently utilized.
• Seek approval from providers to overbook appointments when there is no availability.
• Keep reports on patient volumes, providing metrics to the department leadership to support decision-making.
• Monitors and manages requests received from UChart Inbaskets, assigned phone lines, email boxes, and assures requests are handled in a timely manner.
• Works collaboratively with UHealth Champions to assist in coordinating medical services for VIP patients.
• Responsible for special projects related to scheduling and utilization.
• Ensure patient satisfaction with the scheduling process.
• Maintain a professional and timely response to all parties involved.
• Assists patients with navigating University of Miami Health System, as needed.
• Answer phones and provide general office support.
• Facilitate effective communication and timely resolution, prioritizing patient care and operational efficiency.
• Adheres to University and unit-level policies and procedures and safeguards University assets.
• Communicates any issues to management and actively participates in any corrective activities.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

CORE QUALIFICATIONS

• High School diploma or equivalent
• Minimum 4 years of relevant work experience

Knowledge, Skills and Attitudes:

• Ability to communicate effectively in both oral and written form.
• Ability to handle difficult and stressful situations with profession