PATIENT CARE NAVIGATOR I

PLEASE BE ADVISED that this position is covered by the collective bargaining agreement between Cook County and the American Federation of State, County, and Municipal Employees Union Local 1111 (AFSCME – 1111). Pursuant to the collective bargaining agreement, Cook County will exhaust internal eligible applicants prior to considering external applicants. Cook County is assembling a list of qualified candidates for this position that will be considered should the position not be filled with internal eligible applicants.

LOCATION: HARRISON SQUARE 605 S. WOLCOTT CHICAGO, IL 60612

DEPARTMENT: PATIENT SUPPORT CENTER

SHIFT: 11AM - 7PM

POSTING SALARY: 26.932 

Salary is commensurate with years of experience indicated at time of application submittal.  Experience not disclosed or documented at the time of application will not be considered for initial step placement.

JOB SUMMARY                                                       AFSCME 1111   

Based on area of assignment, arranged patient appointments in a timely, professional fashion. The Navigator I link patients to appropriate clinical services based on CCHHS policy and procedure, patient history and insurance coverage.

TYPICAL DUTIES 

• Refers callers to health centers according to area of responsibility.
• Meets established department standards for number of calls serviced and quality audit score; remains available for calls throughout the day; maintains a professional friendly demeanor at all times especially during stressful encounters with challenging patients.
• Messages staff using Cerner message function in accordance with Cook County Health & Hospitals System (CCHCHS) policies and procedures.
• Keeps abreast of changes in clinics that impact ability to schedule as well as changes in CCHHS services e.g. flu shots, changes to physician availability.
• Performs other duties as assigned.

MINIMUM QUALIFICATIONS

• High School Diploma or GED is required (Must provide proof at time of interview)
• Three (3) years of work experience in a medical office or ambulatory care environment scheduling patients utilizing Cerner or other electronic medical record or scheduling software is required 

PREFERRED QUALIFICATIONS

• Previous call center experience in a multi-clinic ambulatory care center is preferred
• Bilingual

KNOWLEDGE, SKILLS, ABILITIES AND OTHER CHARACTERISTICS

• Strong oral, written communication and listening skills
• Interpersonal skills necessary to work with a diverse patient population and health care personnel including, physicians, nurses, social workers and support staff
• Demonstrated ability to retain a professional, friendly and customer focused demeanor in a high volume, stressful environment especially when dealing with challenging patients
• Ability to follow CCHHS policies and procedures
• Ability to effectively work independently and as part of a team
• Demonstrated excellence in customer service
• Strong initiative

Physical and Environmental Demands

This position is functioning within a healthcare environment. The incumbent is responsible for adherence to all hospital and department specific safety requirements. This includes but is not limited to the following policies and procedures: complying with Personal Protective Equipment requirements, hand washing and sanitizing practices, complying with department specific engineering and work practice controls and any other work area safety precautions as specified by hospital wide policy and departmental procedures.

MUST MEET ALL REQUIRED QUALIFICATIONS AT TIME OF APPLICATION FILING