Patient Engagement and Navigation Coordinator - Integrated Care for Complex & Older Adults (ICCOA) Program

Salary Range: $26.13 to $38.93 per hour

Would you like to have a career that makes a daily difference in people's lives? Do you want to be part of a caring, respectful, diverse community? If you answered yes to these questions, keep reading!

HealthPoint is a community-based, community-supported and community-governed network of non-profit health centers dedicated to providing expert, high-quality care to all who need it, regardless of circumstances. Founded in 1971, we believe that the quality of your health care should not depend on how much money you make, what language you speak or what your health is, because everyone deserves great care.

Position Summary:

As part of the Integrated Care for Complex & Older Adults (ICCOA) Program, the Patient Engagement and Navigation Coordinator II engages with a wide range of patients and families to deliver community home visits and telehealth support and provide coordination, monitoring, and follow-up for a variety of

services, supports, and resource navigation. The Patient Engagement and Navigation Coordinator II utilizes effective outreach, engagement, and navigation techniques to successfully engage patients in accessing appropriate care, obtaining community resources, and supporting the organization to achieve success on various initiatives and contracts. This is a mid-level position with advancement opportunities.

Essential Duties and Responsibilities

• Provide outbound phone outreach, engagement, and navigation support to various patient populations to assist them with resources, access, and connection to appropriate care and to engage them in health promotion or wellness activities.
• Educate patients about the program/care model, HealthPoint pharmacy, and other services and resources. Address questions and concerns, conduct appointment scheduling and follow-ups, and encourage enrollment through effective communication.
• Respond to organizational priorities focused on maintaining high levels of patient engagement, positive health outcomes and equity.
• Be committed to a continuous learning environment where programmatic goals, contractual requirements and quality indicators will shift based on the healthcare landscape, requiring flexibility and prioritization. Adjust day-to-day work to provide support for patients in various programs including pilot projects, grant-funded initiatives or other populations as identified in collaboration with leadership. Travel to various locations including clinic, community, and home visits to provide

care and support as needed.

• Promote health, wellness, and patient engagement by effectively collaborating with care teams and community partners. Foster efficient delivery of care and services by effectively communicating with

patients, their support system, care teams, and external partners as needed. Utilize various modes of communication as needed (phone, email, mailings, in-person, community events, EMR, etc.). Effectively manage incoming calls and respond to patient and care team requests promptly.

• Actively contribute to organizational success on contracts and clinical initiatives by engaging various patient populations and coordinating access to timely and appropriate care. Provide outbound phone outreach to patients and community organizations to provide key services including care coordination, appointment scheduling, transitions of care, and timely resource utilization. Introduce assigned managed care members to HealthPoint as their healthcare home, explain services available, and connect them to primary care and resources as needed.
• Provide accurate and timely resource and service information to diverse patient populations, helping them maximize coverage and services. Maintain knowledge of designated insurance plan incentives, wellness, and care management programs to educate members and link them to services. Maintain and utilize knowledge of available social supports and community programs to successfully support patients navigating the screening, eligibility, referral, application and service processes of various

resources and programs.

• Thrive in a customer service environment and be committed to providing high-quality patient support in a person-centered manner. Act as ambassador for Care Support, Population Health and the organization's mission, vision, and values. Professionally handle sensitive patient and staff situations utilizing a non-judgmental approach that acknowledges the diversity and varying needs of our community populations.
• Navigate electronic medical records, databases, and other electronic and community resources to appropriately identify patient care gaps, follow up needs, and facilitate patient connection to care as appropriate in accordance with various contracts and programs. Complete chart reviews, chart audits, outreach, billing support and navigation to close care gaps, meet targets and report out on progress as needed.
• Utilize data and administer patient screening tools and appropriately provide support to patients and families. Develop and utilize skills such as therapeutic communication and motivational interviewing to engage patients in identifying barriers to health and wellness. Then assist them in addressing these by facilitating referrals and access to social or community services, following referrals through to completion.
• Utilize independent judgment while navigating complex situations. Actively collaborate with team to make real-time independent decisions. Maintain flexibility and positivity while multitasking and continually re-prioritizing workload in collaboration with team and leadership.
• Manage various tasks and work assignments including patient scheduling, report and database navigation, calendar management, timely phone calls, medical records handling, and tracking of activities.
• Contribute to a positive team-based environment by actively participating in team meetings and initiatives, sharing workloads, contributing to departmental initiatives and document or material creation.
• Maintain professional relationships and boundaries while supporting patients, families or caregivers with empathy, compassion and cultural congruence and maintaining respect for confidentiality, privacy, and mandated reporting. Identify and take appropriate action on patient safety situations, utilizing HealthPoint safety protocols, state and local guidelines. Utilize leadership support as needed.
• Document appropriately and timely in electronic medical records, databases, and other electronic systems as indicated. Demonstrate efficient and effective approaches to managing workload.
• Maintain good attendance and punctuality.
• Demonstrate respectful, professional, and appropriate behavior that supports a team-oriented work environment.
• Demonstrate a commitment to the mission, core values and goals of HealthPoint and its healthcare delivery including the ability to integrate values of justice, respect, compassion, excellence and stewardship into appropriate programs and services.
• Attend staff meetings, in-service meetings and participate in agency committees and task force activities as required.
• Participate in community events, outreach and in-person patient support as appropriate.
• Assist with creation of presentations, promotional materials, or other programmatic documents.
• Perform other duties as assigned by leadership.

Must haves you'll need to be successful:

• Associate's degree in relevant field and at least two (2) years of relevant working experience and/or equivalent combination of education and experience required.
• Previous experience in a healthcare setting,

working with vulnerable populations or community health preferred.

• Bilingual language proficiency preferred.
• Ability to read and interpret technical and other complex documents.
• Ability to write routine correspondence such as letters and memos.
• Ability to present information in one-on-one and small group situations to internal and/or external clients.
• The ability to define problems, collects data, establishes facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical instruction.
• Constructive thinking and alternative short-to-long term solutions must be considered. Action plans must be developed and implemented.
• Possesses basic operating knowledge of computers. Intermediate level of Word, Excel and Outlook required, willing to learn any other electronic telehealth platform. Previous electronic medical record experience preferred.
• Valid Washington State Driver's License with an acceptable driving record determined by HealthPoint's insurance carrier.
• MA-R Credential: Must possess a current MA-R credential or demonstrate the ability and commitment to obtain the credential within six (6) months to one (1) year of hire. With appropriate training, perform independent home visits to include basic patient screening such as vital signs collection and health questionnaires.

Proof of vaccination for COVID-19 is required, prior to start. HealthPoint does not accept the Johnson & Johnson COVID-19 vaccine as proof of vaccination. If you have received the Johnson & Johnson vaccine, we ask that you provide documentation demonstrating proof of an alternate COVID vaccine or vaccine series. All new employees are also required to show proof of immunizations and/or immunity to MMR (measles, mumps, rubella), Varicella, annual Influenza and TB QuantiFERON Gold Titer. Additionally, if you work in a HealthPoint clinic, Tdap (within last 10 years) is required. Hepatitis B. is required for clinical employees with potential exposure to blood/blood products. All immunizations are a condition of employment. Upon hire, employees must provide proof of their immunizations and/or immune titer results prior to starting or no later than their fifth (5) business day of employment.

Where to gather your records:

• If you are providing immunizations from an electronic health record, please ensure that you obtain a copy of your full records rather than a screenshot. Each page of your records should include your first and last name, date of birth, and the name of the health system from which the records are pulled.
• If records do not show any data, please seek guidance from your provider for further assistance.
• If you are unable to provide proof as noted above, you can choose to have a lab titer drawn to check immunity or to be re-vaccinated. If you receive vaccination(s) or lab titers, you may obtain them through HealthPoint at no cost to you. This is a great opportunity to get your immunization record up to date at no additional expense.

HealthPoint is committed to offering all employees a competitive compensation package, including benefits and several other perks.

• Medical, Dental, and Vision for employees and their families/dependents
• HSA, FSA plans
• Life Insurance, AD&D and Disability Coverage
• Employee Assistance Program
• Wellness Program
• PTO Plan for full-time benefited and part-time benefited employees. 0-.99 years of service accrual of 5.23 hours per pay period.
• Extended Illness Time Away of 40 hours
• 8 holidays and 3 floating holidays
• Compassion Time Away up to 40 hours
• Opportunity Time Off (extended time off for staff to invest in themselves) up to 8 weeks
• Retirement Plan with Employer Match
• Voluntary plans at a discount, such as life insurance, critical illness and accident insurance, identity theft insurance, and pet insurance.
• Development and Growth Opportunities

To learn more about HealthPoint, go to www.healthpointchc.org! #practiceyourpassion

It is the policy of HealthPoint to afford equal opportunity for employment to all individuals regardless of race, color, religion, sex (including pregnancy), age, national origin, marital status, military status, sexual orientation, because of sensory, physical, or mental disability, genetic information, gender identity or any other factor protected by local, state or federal law, and to prohibit harassment or retaliation based on any of these factors.