At AdventHealth, our primary customers are patients and families. Our partners are physicians and our team members are all employees of AdventHealth.
The Specialty Program Care Navigator (RN) is an integral member of the specialty programs developed within the Institute structure. The overall goal of the Care Navigator is to facilitate an evidence-based, multidisciplinary, multi-specialty approach to care throughout the care continuum. The Care Navigator oversees the development and redesign, as needed, of patient education, of evidence-based standards of clinical care and the post discharge rehabilitation care. The Care Navigator is the patient-facing team member of the program who is responsible for coordinating the patient through the entire continuum of care across the division, and beyond for the quaternary destination programs. This includes all related appointments, obtaining all necessary authorizations, remaining in constant contact with the clinical team, discharge phone calls, and post discharge follow-up. Responsible for answering patientâ™s questions pertaining to specialty program navigations, scheduling, and insurance information. Serves as first responder to patient issues and works to find solutions to any barriers that arise. The navigator is in contact with physicians, hospital departments, testing locations, and procedural departments to help coordinate care. The Navigator will be available to assist with patients who interact with both private and employed physician entities. Coordinates orders for procedures and follow-up imaging, obtaining and uploading into system as necessary. Oversees scanning all procedure documents and notes into Cerner, Aria, Athena, and other related EMRs. Assists in weekly multidisciplinary meeting preparation and follow-up. Actively participates in outstanding customer service and accepts responsibility in maintaining relationships that are equally respectful to all. The CC gathers, records, and evaluates program data and uses this data in establishing program goals with the oversight of the Medical Director and the Service Line Director. This position is accountable for the ongoing monitoring of program quality and assists with program marketing needs. Actively participates in outstanding customer service and accepts responsibility in maintaining relationships that are equally respectful to all.
PRINCIPAL DUTIES AND JOB RESPONSIBILITIES:
Demonstrates, through behavior, AdventHealthâ™s core values of Integrity, Compassion, Balance, Excellence, Stewardship, and Teamwork.
Â· Facilitates an evidence-based, multidisciplinary, multi-specialty approach throughout the care continuum for the destination, quaternary program. Assists with the monthly service line meetings presenting clinical data and recommending process improvements.
Â· Remains current in evidence-based practice and new emerging trends. Participates in the development of practice standards including pre-op, post-op and discharge instructions. Facilitates the development of patient education classes specific to surgeries.
Â· Develops, tracks, and benchmarks (in collaboration with the physician/administrative team) program outcomes related to clinical/operational goals Data analysis to align with FH overall goal of tracking to support efforts related to pay for performance reimbursement.
Â· Promotes the Clinical Coordination Program awareness within the physician community and the community at-large. Participates in marketing through physician visits, dinners, educational seminars, and community lectures. Develops appropriate relationships to maximize the Clinical Coordinated Program effectiveness and facilitates program problem resolution across departmental, campus, and physician/ provider lines.
Â· Navigates the patient within the specific area of concentration i.e., Bariatrics, esophageal, spine, womenâ™s medicine and oncology from pre-op education through the hospital stay and post rehabilitation stage, ensuring the patients have appropriate, timely, medical, supportive services through a multidisciplinary approach to patient care. Addresses appointment coordination, record requests, insurance concerns, education, and communicating information between the physician office and the patient, etc.
Â· Provides onsite mentoring of the staff within the specific area of concentration i.e., Bariatrics, esophageal, spine, womenâ™s medicine and oncology. Implements strategies for critical thinking. Assists with Nursing education conferences and the yearly competencies required by regulatory agencies. Reports clinical issues with Director and nursing administration as needed.
Â· Oversees the development and updating of various forms and materials including nursing competencies and check off forms, educational packets and tracking records. Participates in data collection for submission to clinical excellence programs and as required for insurance excellence of care programs.
Â· Accountable to performance metrics as defined by the Institute and the direct leader
Â· Acts as single point of patient contact for concierge style treatment. Will be the system navigator and point of contact for patients and families.
Â· Will meet with patients and family face-to-face as is defined by the program requirements
Â· Addresses and responds to patient non-clinical questions. Responds to email correspondence from hospital staff, administrators and physician offices, securing necessary information and resolving issues within a timely manner.
Â· Understand the complexities of different office, procedural, OR environments gained through ongoing shadowing experience and site visits
Â· Receive referral and records, and maintains record of referrals from various specialties
Â· Responsible for greeting, instructing, directing and scheduling patients
Â· Responsible for discharge coordination, navigation, and lifetime follow-up as is required for the specific disease status
Â· Contacts patients directly for first consultation to discuss the reason for referral and describe procedures to the patient.
Â· Assemble information concerning patient's clinical background and referral needs. Per referral guidelines, provide appropriate clinical information to specialist.
Â· Verifies benefits and obtains insurance authorization for all patients
Â· Ensure complete and accurate registration, including patient demographic and current insurance information.
Â· Notifies physician and administrative leadership of any benefit problems. Answers insurance benefit/authorization questions for patients and families and process all necessary paperwork.
Â· Contacts physician to arrange peer-to-peer discussions as necessary.
Â· Collects co-pays as necessary.
Â· Schedule procedure and send order to facility for scheduling, and sends out procedure info to the patient
Â· Identify and assemble any tasks that physician or care team needs to address on a regular basis, including but not limited to specialty reads, interpretations, consultations, etc.
Â· Coordinates nutrition and transportation orders for the day of the procedure.
Â· Remind patients of scheduled appointments via mail, phone, text, or application as is acceptable per company policy
Â· Updates computer system of all necessary information related to insurance benefits and authorizations. Documents the authorization and verification of benefits in the patientâ™s chart.
Â· Communicates necessary patient information to the nursing staff.
Â· Scan reports into Athena/Cerner/other EMRs
Â· Send OV notes and procedure findings to referring physician
Â· Collaborates with Physicians, ARNPs, PAs, executive assistants, to schedule patients for procedures, consultations, and follow-up.
Â· Provide results/findings to referring physician.
Â· Schedules patients for follow-up diagnostic testing, treatment, and appointments as per physician orders, obtains and uploads images as necessary.
Â· Oversees scanning of all procedure documents and notes into Cerner and Aria after procedure is completed.
Â· Assists with weekly multidisciplinary meeting preparation and post meeting tasks.
KNOWLEDGE AND SKILLS REQUIRED:
Â· Team-centered leadership and facilitation skills; ability to interact appropriately with department/teams to facilitate process development, quality improvement, and interaction with patients/families and the specialty program team
Â· Strong organizational, communication, and customer relations skills; ability to communicate effectively with diverse populations
Â· Knowledge of insurance verification and authorization process
Â· Understanding of insurance requirements for scheduling medical tests
Â· Flexibility in prioritization; ability to multitask; critical thinking/problem solving skills
Â· Proficiency in Microsoft (Word and Excel)
Â· Effective oral and written communication skills
Â· Ability to speak confidently with physicians and leadership
Â· Self-directed with the ability to be a part of a team
Â· Knowledge of medical terminology
KNOWLEDGE AND SKILLS PREFERRED:
Â· Knowledge of computer software, particularly Cerner, Aria, Athena, and Sunport
EDUCATION AND EXPERIENCE REQUIRED:
Â· Graduate of a school of nursing
Â· Three yearsâ™ experience as a medical/surgical nurse
EDUCATION AND EXPERIENCE PREFERRED:
Â· Bachelorâ™s or Masterâ™s degree in Nursing
LICENSURE, CERTIFICATION, OR REGISTRATION REQUIRED:
Â· Current valid State of Florida or multi state license as a Registered Nurse
Â· Florida Drivers License
LICENSURE, CERTIFICATION, OR REGISTRATION PREFERRED:
Â· Medical coding, billing, and insurance certificates
AdventHealth Greater Orlando (formerly Florida Hospital) is one of the largest faith-based health care providers in the United States. For 150 years, we have carried on a tradition of providing whole-person care that not only addresses patients' physical ailments, but also supports their emotional and spiritual well-being. We demonstrate the same level of compassion and care for our employees as well, doing all that we can to help them realize their full potential – both personally and professionally.