Patient Navigation Specialist

Description

Position Overview

A successful Patient Navigation Specialist (PNS) must be passionate about healthcare and want to make a difference in the lives of others while acting as a mission-driven catalyst to help Livingston Community Health deliver the best quality of care and excellent service to our patients and their families.

The Patient Navigation Specialist (PNS) works under the supervision of the Patient Navigation Manager and is responsible for providing extensive support to patients as they navigate their care and the services offered by Livingston Community Health The PNS assists patients in understanding their care plans, accessing services, and overcoming barriers to care by providing guidance and connecting them with appropriate internal and community resources.

Essential Functions, Duties, and Responsibilities

The Patient Navigation Specialist collaborates closely with the Patient Navigation Manager to align workflows, strengthen patient access strategies, and ensure a seamless experience across multiple departments. The PNS also serves as a liaison between patients and care teams, helping facilitate communication, coordination of services, and continuity of care across clinical and administrative departments.

Through strong collaboration with clinical and administrative partners, the Patient Navigation Specialist enhances the overall patient experience while supporting organizational goals related to access, quality, equity, and continuity of care. The PNS plays a key role in identifying patient needs related to social determinants of health and connecting patients with available programs, services, and community resources that support their overall well-being.

Key Responsibilities

• Serve as a patient advocate and guide, assisting patients and their families with scheduling, follow-up appointments, referrals, questions and care coordination needs.
• Identify barriers to care (e.g., transportation, language, financial, or social determinants) and connect patients with appropriate community resources and internal programs.
• Provide education about available services, insurance options, and preventive care initiatives to promote improved health outcomes.
• Act as a liaison between patients, providers, and departments to ensure seamless communication and timely follow-up on care plans.
• Assist with health plan navigation, prior authorizations, and understanding benefits.
• Partner with clinical teams, case managers, and other departments to track patient progress.
• Document patient communications and navigation efforts accurately and clearly within the EHR.
• Collaborate regularly in team huddles, case conferences, and quality improvement initiatives to ensure a smooth and unified patient experience.
• Stay current on available community resources, programs, and social service programs that can support patient needs.
• Escalate complex or unresolved issues to the Patient Access Supervisor or Director of Patient Access & Navigation.
• Maintain performance metrics for patient engagement, navigation outcomes, and quality service.
• Supports the overall needs of the organization by working flexible or extended hours when necessary.
• Demonstrates competence with the mission, vision, and values of the organization in providing quality services to the community.
• Other work-related duties as assigned. Duties and responsibilities may be added, deleted, or changed at any time at the direction of leadership, formally or informally, either verbally or in writing.
• Maintains confidentiality and respect for all sensitive information. Maintain patient confidentiality in accordance with HIPAA.
• Displays a positive, professional, and respectful demeanor at all times towards employees, peers, professional contacts, and patients served, maintaining a professional appearance and positive image for LCH.
• Contributes as part of the team by promoting positive staff interactions and maintaining open communication with other programs and departments.
• Attends and actively participates in all meetings (e.g., department meetings, program meetings, staff meetings) and other activities as required or assigned.

Education and Experience:

• High School Diploma or equivalent. Associates or Bachelor's degree in health care, social service, public health, or related field preferred.
• Current CHW Certification or must obtain within 12 months.
• Minimum of one year of experience in a medical front office setting, medical assistant, navigation/care coordinator, or community outreach position.
• Experience in a Federally Qualified Health Center (FQHC) preferred.
• Proficiency with an EHR system.

Knowledge, Skills, and Abilities:

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• Knowledge of healthcare systems (referrals, authorizations, scheduling, discharge planning).
• Knowledge of community resources and social services.
• Care coordination and case management principles.
• HER systems and patient documentation principles.
• Demonstrate HIPAA and patient confidentiality requirements.
• Patient education principles and health literacy considerations.
• Knowledge of compliance and regulatory standards
• Exceptional customer service, active listening, and communication skills.
• The ability to clearly explain healthcare information to patients and families.
• Active listening to understand patient concerns and barriers to care.
• Use a professional and courteous tone in all communication.
• Strong verbal and written communication skills.
• Demonstrate cultural sensitivity and respect in all communications to build trust and rapport with patients from diverse backgrounds.
• Conflict resolution and de-escalations skills when working with a distressed patient or family.
• Bilingual English and Spanish (preferred).
• Computer literacy required; familiarity with clinical software, Microsoft products, and HER systems.
• Willingness to help others in a caring and compassionate manner.
• Ability to explain complex medical or administrative information in simple terms.
• Ability to manage multiple patient cases simultaneously while maintaining accuracy.
• , Ability to identify barriers to care and proactively coordinate solutions.
• Ability to advocate for patient needs within the healthcare system.
• Ability to work independently while also functioning as part of a multidisciplinary team.
• Ability to follow detailed processes and regulatory requirements.