Job Description

Position: Access Navigator
Department: Harbor Care Health & Wellness Center/Patient Services
Reports to: Access Supervisor
Pay Status: Full-Time, Hourly-Non-Exempt
Schedule: Monday through Friday; 8:00am \xe2\x80\x93 5:00pm
Will be required to work occasional early mornings, evenings and weekends
Location: Nashua- 45 High Street
The Job: Do you want to make sustainable change in our community? Harbor Care is seeking a talented and committed Access Navigator to help further our mission.
About Harbor Care: Harbor Care, formerly known as Harbor Homes and the Partnership for Successful Living affiliates, is an innovative health and human services non-profit organization that provides housing, healthcare, home health, behavioral health, addiction treatment, and more in collaboration with many community partners. Harbor Care is the new shared name of Harbor Homes, Keystone Hall, Healthy at Home, the Harbor Care Health and Wellness Center, and the Southern NH HIV/AIDS Task Force. Harbor Care has 325 employees, serves 5,000 patients/clients and has an annual budget of approximately 40 million dollars. We offer many programs specifically focused on our Military Veteran and homeless populations. Harbor Care integrates stable housing with vital supports such as: medical, dental, and mental health care, substance misuse treatment, employment services, and other wraparound supports proven to end homelessness, help change and save lives.
Our Mission: Our mission is to provide vital services, including housing and healthcare to all in our communities needing assistance.
Our Vision: Our vision is one where everyone gets to live safe, stable, and healthy lives, filled with purpose, respect, and dignity.
Benefits: At Harbor Care, we consider our employees to be our greatest assets. We show this appreciation with our comprehensive benefit packages which include: Medical and Dental with a generous Employer Paid Portion. We also offer Voluntary Benefits such as Vision, Life Insurance, 401(k) with a competitive company paid match, and more. To promote a healthy lifestyle and living a well-balanced life, our employees are further benefited with a considerate time off policy and holiday schedule. In addition, employees can participate in our Employee Assistance Program to help support them and their families to handle life\xe2\x80\x99s challenges.
Federally Qualified Health Centers (FQHCs): As Harbor Care transitions under the FQHCs umbrella, our Clinicians will have the opportunity to participate in the wonderful Student Loan Repayment Program called the National Health Services Corps (NHSC). This is one of the many great benefits of working at Harbor Care. For more information about this Program, please cut and paste the link below into your browser. https://nhsc.hrsa.gov/loan-repayment/nhsc-loan-repayment-program.html Basic Qualifications:

• High school diploma (or global equivalent)
• Excellent Customer Service skills
• Knowledge of computers and Microsoft software applications
• Experience with Electronic Health Record (EHR)
• Experience working with people from diverse populations

Preferred Qualifications:

• Associates degree or above in health care administration or related field
• Knowledge of The Federally Qualified Health Center (FQHC) Regulations
• Knowledge of 42 CFR regulations for confidentiality regarding the treatment of Substance Use Disorders
• Experience with Patient Navigation
• Experience in Social Work or mental health support
• Previous experience in a call center, strong customer service experience required
• Bilingual in Spanish or Portuguese

Knowledge, Skills and Abilities:

• Maintain a demonstrated approach toward collaborative problem solving in support of organizational mission and goals
• Strong oral, written, communication skills, as well as interpersonal and team building skills
• Strong task and workflow planning and management skills
• Understanding of Electronic Health Records, understanding of Microsoft Outlook, Word, Excel and PowerPoint
• Be aware of and adhere to HIPAA and 42 CFR rules and regulations
• Be aware of and adhere to requirements mandated in all active Contracts
• Must be able to work independently and with other members of the team
• Possess excellent written and verbal communication skills
• Ability to type 40 wpm+. Data entry, computer and phone skills are required
• Must be culturally sensitive, friendly and an empathic listener
• Must have excellent problem-solving skills, patience, determination, and persistence to solve patient issues and complaints
• Must be detail oriented and have the ability to multi-task
• Respect for the dignity and value of all people
• Values diverse cultures, beliefs, lifestyles and backgrounds
• Ability to provide a safe and trusting environment
• Demonstrates honesty and integrity at all times
• Embraces change and effectively manages change
• Must be able to remain calm and professional in a fast-paced environment
• Ability to adapt to change and quickly learn new software and/or processes

Essential Duties and Responsibilities:

• Answer phones in a professional and courteous manner and respond to patient/customer queries and concerns as appropriate.
• Ensuring that patients are connected with appropriate care services/programs and have the information they need to successfully navigate their care journeys.
• Accurately gather and input patient demographic information into the electronic health record.
• Transfer calls, accurately assign, or respond to requests using various method of communication such as:

• 
  
  • Telephone
  • E-mail
  • Patient Portal
  • Web-based chat platforms
  • EHR-based communicates (i.e. notes)
• Accurately assign to designated person, department or program.
• Respect and maintain privacy and dignity of patient/customers and co-workers, while assuring patient/client confidentiality at all times.
• Provides overall excellent customer service to every patient, customer, and colleague.
• Orient the patient about rights and responsibilities and overall health center services.
• Use questioning and listening skills that support effective telephone communication.
• Work efficiently both individually and within a team to accomplish required tasks.
• Responds to emergency/crisis situations calmly, rationally and in accordance with the health center\xe2\x80\x99s policy and procedures.
• Participate in department meetings and trainings as needed.
• Schedule, cancel or reschedule appointments for new and established patients/clients for all visit types.
• Promote, educate and sign up patients on the Patient Portal; accurately reassign or respond to patient portal requests in a timely manner using department/program protocols.
• Perform other duties as assigned.

Harbor Care\xe2\x80\x99s Commitment: Model and enforce the \xe2\x80\x9cRed Carpet Treatment\xe2\x80\x9d among staff and clients comprised of the following:

• Earn our clients\' trust
• Build long-term relationships
• Give Clients the best possible experience to make them feel like they\'re coming to a place they belong
• Provide the best quality of service
• Treat every Client with dignity and respect with each encounter
• You will prioritize communication from any Harbor Care employee seeking help for a client

Harbor Care is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. Job Summary: The Access Department is the health center\xe2\x80\x99s gateway for patient and customer requests. The Access Navigator (AN) position serves as the primary contact for incoming communications for new and established patients/clients and customers accessing or seeking information about Harbor Care services. AN\xe2\x80\x99s complete customer service tasks that ensure patients are engaged, have the information and assistance they need, and are provided with stellar customer service. Works collaboratively with other members of the health center in order to provide superior patient care delivery. Projects a professional company image through telephone and electronic interaction.