Patient Navigator - Behavioral Health Telephone

Position Description – Patient Navigator-Behavioral Health Telephone

Original Board Approval Date

12/20/2017

Reports to: Behavioral Health Services Manager

Division

Clinical Patient Care

Exempt/Non-Exempt Status

Non-Exempt

Security Roles

Clinical Care Specialist; Patient Navigator

Job Summary

The Patient Navigator – Telephone is a vital member of the behavioral health care team at HOPE Family Health. This position provides patient-centered support through proactive communication, triaging incoming calls, relaying clinical information, and documenting interactions in the electronic health record (EHR). The Patient Navigator – Telephone helps ensure timely, effective care coordination and serves as a trusted liaison between patients and the behavioral health team.

Primary Duties & Responsibilities

1. Triages incoming calls to assess urgency and determine appropriate next steps using sound clinical judgment.

2. Communicates with patients regarding care needs, testing results, and other provider-directed information in a clear and compassionate manner.

3. Documents all patient interactions in the EHR accurately and in real time.

4. Provides basic patient education and counseling, including preparation for lab tests or behavioral health services.

5. Serves as an interpreter when qualified, facilitating communication between patients and providers.

6. Advocates for patient rights and acts as a liaison to ensure compassionate, culturally appropriate care.

7. Protects patient confidentiality and complies with all HIPAA regulations.

8. Participates in required staff training, including but not limited to HIPAA, OSHA, and departmental updates.

Intermittent Duties

1. Performs other duties as assigned by the Behavioral Health Services Manager to support departmental operations and organizational needs.

Off-Site Work

1. Off-site work is not a requirement of this position.

2. With prior Team Leader approval, some job tasks may be completed remotely. These may include, but are not limited to: trainings, conferences, meetings, and daily activities that need to be completed by a deadline.

3. Off-site work classification and arrangements will be reviewed by the Team Leader at hire, during annual performance evaluations, and as needed throughout the year.

Skills/Qualifications

1. Required:

• High School Diploma or equivalent
• Medical Assistant or Licensed Practical Nurse certification
• Current Basic Life Support (BLS) certification
• Proficient in basic computer use, including EHR documentation
• Strong problem-solving skills and ability to exercise sound judgment
• Ability to communicate effectively and professionally with patients, staff, and external stakeholders

2. Preferred:

• Two years of experience in a healthcare or behavioral health setting
• Bilingual in English and Spanish

Personal Attributes

The ideal candidate will consistently demonstrate the following qualities:

• Trustworthiness and integrity
• Respect for patients, colleagues, and community members

• Cultural humility and sensitivity to diverse backgrounds
• Flexibility and adaptability in a dynamic healthcare environment
• Strong work ethic and commitment to excellence
• Compassionate and patient-centered approach to care

Working Conditions & Physical Demands

1. This role functions primarily in a professional office or clinical environment with occasional travel between HOPE sites.

2. Occasional extended hours may be required based on organizational needs.

3. Potential exposure to health hazards, including body fluids, within the healthcare setting.

4. Must be able to communicate effectively in English, both verbally and in writing; fluency in a second language is helpful but not required.

5. Requires sufficient vision and hearing to perform duties and communicate by phone and in person.

6. Occasionally required to lift or move items up to 25 pounds..

Note: This job description is intended to convey information essential to understanding the scope of the Patient Navigator- Behavioral Health Telephone position. It is not intended to be an exhaustive list of qualifications, duties, or responsibilities, as other duties may be assigned as needed.

This job description follows the Americans with Disabilities Act (ADA) and the Fair Labor Standards Act (FLSA) (May 1995)

HOPE Family Health Services is an equal opportunity employer who complies with applicable State and Federal civil rights laws and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran or disability status.

Many positions at HOPE Family Health Services are funded in-part or in-whole by State or Federal Department of Health and Human Services funding and as such, our organization cannot employ individuals with certain criminal backgrounds or who are on State or Federal exclusion or debarment lists.