Patient Navigator

WHO YOU ARE

Reporting to the Vice President of Navigation Services, the role of the RightSite Link Navigator is to provide both outbound and inbound video, telephonic, and text navigation and support to patients needing non-emergency care. The ideal candidate will be able to accept ownership for effectively solving patient issues, inquiries, and keeping patient satisfaction at the core of every decision and behavior. Because we partner with EMS teams, we provide support from 6:00am - 10pm CST Monday through Friday. The two shift times are are 5:30am - 2:00pm and 1:30pm - 10:00pm.

RightSite Health offers the brand promise of helping people with non-emergent needs find the best in-network, non-Emergency Room provider. RightSite Link’s Navigators play a huge role in keeping this promise. The RightSite Link Navigator drives RightSite Health’s value proposition of helping people find the right site of care in a timely manner. If this sounds like you, keep reading and contact us to learn more!

PRINCIPAL RESPONSIBILITIES

• Lead the episode coordination to ensure the member is properly assessed for non-emergency conditions, proper determination of appropriate non-ER providers for in-network services, and scheduling of round-trip, non-ambulance transportation
• Complete required follow-up calls with members to ensure successful treatment and round-trip transportation were delivered, and a satisfaction survey was performed
• Offer navigation and advocacy for any identified SDoH, providing solutions to the member
• Accurately document all member activity using the RightSite Link CRM system
• Find, solve and connect patients to appropriate resources

• Attend ongoing RightSite required training, integrate new skills, and modify customer/member interactions

COMPETENCIES

At RightSite Health, we are big believers in competencies. Competencies are not the same as technical skills or experience. Technical skills describe the ‘what’ you do, whereas competencies describe ‘how’ you do it. Following is a list of competencies required for success in a Team Lead/Coordinator role.

Interpersonal Skills: Demonstrates a strong ability to quickly connect with others, particularly during uncomfortable or stressful situations.

Adaptability: Adjusts own behaviors to work successfully in light of new information, and/or changing direction and environments.

Crisis Management: Skilled in crisis recognition and intervention in a person-centered manner that promotes the resolution of the crisis and the well-being of the patient.

Flexibility: Demonstrates receptivity and openness to development and improvement in own work and that of the team; adapts successfully to variations in work schedules, locations, and/or tasks.

Problem Solving: Works in partnership with patients to identify, define, and resolve problems with personal accountability and ownership of the resolution.

Relationship Builder: Effectively builds and maintains productive, cooperative relationships with internal and external stakeholders.

WHAT YOU WILL BRING TO US

• Skills generally acquired through a combination of higher education and/or customer service job experience (2+ years)
• Demonstrated proficiency in applications navigation (browser-based applications, Google Drive, Excel, Word, PowerPoint) and the ability and desire to learn new and complex computer system applications
• Experience in medical or social service settings is a plus
• Ability to thrive in a fast moving, service center environment with moderate noise level due to Navigators interacting with patients

• Market competitive healthcare coverage, including medical, dental, and vision
• Flexible PTO policy designed to create work/life balance
• Supportive and inclusive work environment
• Work alongside peers and leaders who are passionate about helping others
• The opportunity to make a positive difference in someone’s life every day
• Significant professional growth opportunities

OUR CORE VALUES

At RightSite Health, we do more than profess our values. We practice them through an agreed upon and shared set of behaviors that make up the DNA of who we are. We are clear about what is important to us, and we take care that our intentions, words, thoughts and behaviors align with those values.

Teamwork: We have the courage to ask for help and fearlessly share information with team members. We are driven to help each other and share in the wins and losses.

Integrity: We are respectful, genuine, and openly hear and speak the truth. We are confident in our own abilities, but we think of others first.

Customer Focus: We deliver value and treat our customers with the same care, compassion, and empathy we would expect ourselves. We are committed to improving the lives of our customers, their customers, and each other.

Tenacity: We recognize ambiguity and discomfort are part of success, and approach change with positivity. We accept adversity, overcome obstacles, and never give up.

Ownership: We take personal accountability for our actions and results and focus on solving the problem instead of assigning blame. We are free to place bets and embrace failure for its feedback and experiences.

Critical Thinking: We start with why, listen carefully and investigate thoroughly before drawing conclusions. We think slow, not fast, in search of elegant and simple solutions.