Kaniksu Community Health

• Serve as a welcoming, consistent point of contact for new patients to the KCH medical department explaining service areas and departments (medical, dental, behavioral health, pharmacy), explaining and aiding in the completion of new patient registration, and sharing the PCMH model of care and what to expect.

• Help patients navigate and connect across KCH departments.

• Recognize signs of medical or behavioral health crisis and escalate immediately to clinical staff following KCH protocols.

• Receive, review, and process incoming behavioral health referrals from internal providers, hospitals, schools, courts, community agencies; verify completeness and route to the appropriate clinician or program.

• Track all referrals in the EHR/referral log from receipt to completion; follow up to confirm appointments were scheduled, attended, and referral closure process

• Communicate referral status to patients, referring providers, and care team members in a timely manner.

• Maintain working relationships and communication expectations with external behavioral health partners, consistent with PCMH care coordination standards.

• Schedule intake and follow-up appointments in coordination with front office and clinical staff.

• Accurately document all patient contacts, navigation activities, and referral actions in the EHR.

• Obtain and manage releases of information; protect patient privacy in compliance with HIPAA and 42 CFR Part 2 (substance use disorder records).

• Work with Manager to aid in running and maintaining referral tracking reports; helping to identify delays or gaps and support quality improvement and grant/UDS reporting.

• Participate in care team huddles, staff meetings, and required training.

• Support Patient-Centered Medical Home (PCMH) principles through coordinated, patient-focused care.

• High school diploma or GED.

• Strong organizational skills with the ability to track multiple referrals and deadlines with accuracy.

• Excellent verbal and written communication; ability to engage patients with empathy, patience, and a trauma-informed, nonjudgmental approach.

• Ability to maintain professional boundaries and composure with patients in distress.

• Proficiency with EHR systems, Microsoft Office, phones, fax, and electronic referral platforms.

• Ability to work independently and as part of an interdisciplinary team.

• Experience in a healthcare, behavioral health, social services, or customer-facing patient support setting.

• Experience with referral management, prior authorizations, care coordination, or case management; experience in an FQHC or community health setting; experience working with people affected by mental illness, substance use, or homelessness preferred

• Basic understanding of medical and behavioral health terminology.

• Bilingual English/Spanish a plus.

• Full Time

• 40 hours/week