Job Description
At Diversity Health, we are passionate about changing the face of healthcare in Middle Tennessee and Kentucky by providing access to biomedical interventions and services for sexual health and wellness. We serve our patients with a highly skilled, competent team of clinicians, staff and volunteers who dedicate their time and expertise to see patients during convenient weekday and weekend hours. We accept insured and uninsured patients with affordable, low-cost or no cost services.
Communications Navigator
Job Summary
Responds to phone calls and text messages that come into the organization, for all 5 of our clinic locations, as well as contacts patients and potential patients directly. Reports to the Navigation Manager.
General Responsibilities
Manage opt-ins in Bwell by uploading new opt-ins and converting existing opt-ins to patients following MCPC protocols
Ensures that all forms of inbound communications received in the navigation office are handled by:
Fielding all incoming text and voicemails from the RingCentral main number.
Helping patients access the MCPC portal, fielding issues with logging in including sending password resets, giving direction on how to access the portal, etc.
Managing the Athena general inboxes entitled Athena and Portal.
Assisting Navigators with communicating to patients when requested via text, telephone, email, or patient portal.
Scheduling appointments for patients
Completing other projects as assigned by supervisors.
Adheres to weekly schedule created by team lead
Responds to messages in the personal inbox in Athena in a timely manner.
Communicates with patients clearly, effectively with empathy, integrity, and accuracy.
Accurately reports hours worked in ADP app and keeps supervisor informed of any deviations from normal work schedule.
Be available on Google chat during hours you are clocked in
Take lunch breaks in accordance to state laws and organization policies
Completes special projects and other duties as assigned by supervisors.
Monitor Google calendar and attend meetings as scheduled
Must be logged into RingCentral and accepting calls that come in to the communications dept during working hours
Add or remove explanations accurately and timely within the patient’s workflow in Bwell
Monitor widgets within the communications department in Bwell
Work on-location/in-person on clinic shifts when scheduled by supervisors.
Job Qualifications
Must work effectively with physicians, staff, volunteers, patients, public and external agencies
Skills in gathering and interpreting data in a physician office setting
Must be comfortable working in a high volume and fast paced environment.
Must be willing to work nights and weekends as needed.
Must have the ability to take initiative and to exercise independent judgment,
Must have working knowledge of all navigation departments and tools necessary to perform the navigation roles.
Possess decision-making and problem solving expertise.
Must remain receptive to changing responsibilities and maintain a high level of confidentiality and privacy according to the clinic’s policies and procedures and HIPAA compliance.
The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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