PATIENT CARE NAVIGATOR I

LOCATION: JOHN H. STROGER HOSPITAL

DEPARTMENT: PATIENT SUPPORT CENTER

SHIFT: 11AM - 7PM

JOB SUMMARY AFSCME 1111

Based on area of assignment, arranged patient appointments in a timely, professional fashion. The Navigator I link patients to appropriate clinical services based on CCHHS policy and procedure, patient history and insurance coverage.

TYPICAL DUTIES

• Refers callers to health centers according to area of responsibility.
• Meets established department standards for number of calls serviced and quality audit score; remains available for calls throughout the day; maintains a professional friendly demeanor at all times especially during stressful encounters with challenging patients.
• Messages staff using Cerner message function in accordance with Cook County Health & Hospitals System (CCHCHS) policies and procedures.
• Keeps abreast of changes in clinics that impact ability to schedule as well as changes in CCHHS services e.g. flu shots, changes to physician availability.
• Performs other duties as assigned.

MINIMUM QUALIFICATIONS

• High School Diploma or GED is required (Must provide proof at time of interview)
• Three (3) years of work experience in a medical office or ambulatory care environment scheduling patients utilizing Cerner or other electronic medical record or scheduling software is required

PREFERRED QUALIFICATIONS

• Previous call center experience in a multi-clinic ambulatory care center is preferred
• Bilingual

KNOWLEDGE, SKILLS, ABILITIES AND OTHER CHARACTERISTICS

• Strong oral, written communication and listening skills
• Interpersonal skills necessary to work with a diverse patient population and health care personnel including, physicians, nurses, social workers and support staff
• Demonstrated ability to retain a professional, friendly and customer focused demeanor in a high volume, stressful environment especially when dealing with challenging patients
• Ability to follow CCHHS policies and procedures
• Ability to effectively work independently and as part of a team
• Demonstrated excellence in customer service
• Strong initiative

Physical and Environmental Demands This position is functioning within a healthcare environment. The incumbent is responsible for adherence to all hospital and department specific safety requirements. This includes but is not limited to the following policies and procedures: complying with Personal Protective Equipment requirements, hand washing and sanitizing practices, complying with department specific engineering and work practice controls and any other work area safety precautions as specified by hospital wide policy and departmental procedures.

MUST MEET ALL REQUIRED QUALIFICATIONS AT TIME OF APPLICATION FILING

VETERAN PREFERENCE PLEASE READ When applying for employment with the Cook County Health & Hospital System, preference is given to honorably discharged Veterans who have served in the Armed Forces of the United States for not less than 6 months of continuous service

To Take advantage of the preference a Veteran must:

• Meet minimum qualifications for the position
• Identify self as a Veteran on the employment application by answering "Yes" to the question, "Are you a Military Veteran?"
• Attach a copy of their DD 214, DD 215, or NGB 22 (Notice of Separation) at time of application filing. Please note: If you have multiple DD 214's, DD 215's, or NGB 22's, please submit the one with the latest date. Coast Guard must submit a certified copy of the military separation from either the Department or Transportation (Before 9/11) or the Department of Homeland Security (After 9/11). Discharge papers must list an Honorable Discharge Status. Discharge papers not listing an Honorable Discharge Status are not acceptable

OR

A copy of a valid State ID Card or Driver's License which identifies the holder of the ID as a Veteran, may also be attached to the application at time of filing. If items are not attached, you will not be eligible for Veteran Preference VETERANS MUST PROVIDE ORIGINAL APPLICABLE DISCHARGE PAPERS OR APPLICABLE STATE ID CARD OR DRIVER'S LICENSE AT TIME OF INTERVIEW BENEFITS PACKAGE

• Medical, Dental, and Vision Coverage
• Basic Term Life Insurance
• Pension Plan
• Deferred Compensation Program
• Paid Holidays, Vacation, and Sick Time
• You may also qualify for the Public Service Loan Forgiveness Program (PSLF)

For further information on our