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Patient Navigator, BILH Ambulatory

Department Description: BILH Ambulatory Safety Net Program

Job Location: Boston, Massachusetts

Req ID: 46627BR

Job Summary: The Patient Navigator for the Beth Israel Lahey Health (BILH) Ambulatory Safety Net Program will provide facilitation, communication, and coordination to patients within a four-year system-wide project, supported by a CRICO-directed grant program. Missed and delayed diagnoses can happen when a positive screening test is not followed up. The Patient Navigator will help to eliminate barriers that might prevent patients from completing these follow-up screenings. The project will include outreaching to patients to help them navigate through the process of scheduling follow up breast, colorectal, lung, or prostate cancer screening tests. The Patient Navigator is the primary point of contact for safety net patients and an integral member of the core project implementation team. Under the direction of the Senior Project Manager, this role is responsible for the identification of patients through a registry who need follow-up testing and the subsequent outreach to those patients to facilitate scheduling or completion of the test. The Patient Navigator will collaborate, communicate, and coordinate care with all members of the patient's health care team. The Patient Navigator will work to ensure best practices and high-quality standards of care across clinical settings to achieve the goals of the Ambulatory Safety Net Program.

Essential Responsibilities:
  1. Reviews patients' medical charts and patient registry information to determine eligibility for outreach through the Ambulatory Safety Net program.
  2. Follow-up with patients using various methodologies including phone, mail, email, and a patient portal, for the purpose of closing the loop on follow-up cancer screening tests.
  3. Act as a key BILH system-level central resource for practices in the management of patient registries to ensure that patients have the required screening tests and consultation to promote optimal health and clinical outcomes.
  4. Help patients set up appointments for doctor visits and medical tests. Guide patients through the health care system and help them overcome barriers that prevent them from getting the care they need.
  5. Work collaboratively with practices to develop processes to address gaps in care and provide feedback as needed to ensure success. Coordinate work with specialty care and primary care practices to maximize efficient scheduling of screenings.
  6. Facilitate access to the BILH system for underserved populations by connecting them to resources most appropriate for each patient's individual needs.
  7. Identify and communicate best practice opportunities to primary and specialty practices and the safety net team to help improve performance. Participate in team decisions regarding data requirements for proactively managing the ambulatory safety net patient population.
  8. Build working relationships, solve problems, direct patients to resources and manage information.
  9. Ensure project documents are complete, current, and stored appropriately. Tracks project milestones and deliverables.
  10. Performs other duties as assigned.
Required Qualifications:
  1. Bachelor's degree required.
  2. 1-3 years related work experience required in in the areas of patient outreach, scheduling, patient registries or care coordination.
  3. Experience with computer systems required, including web based applications and some Microsoft Office applications which may include Outlook, Word, Excel, PowerPoint or Access.
Preferred Qualifications:
  1. Prior clinical experience (e.g., medical assistant or other prior healthcare experience).
  2. Bi-lingual preferred.
  1. Decision Making: Ability to make decisions that are based on specific instructions, standard practices and established procedures which generally require little or no supervision.
  2. Problem Solving: Ability to address problems that are varied, requiring analysis or interpretation of the situation using direct observation, knowledge and skills based on general precedents.
  3. Independence of Action: Ability to follow precedents and procedures. May set priorities and organize work within general guidelines. Seeks assistance when confronted with difficult and/or unpredictable situations. Work progress is monitored by supervisor/manager.
  4. Written Communications: Ability to communicate clearly and effectively in written English with internal and external customers.
  5. Oral Communications: Ability to comprehend and converse in English to communicate effectively with medical center staff, patients, families and external customers.
  6. Knowledge: Ability to demonstrate full working knowledge of standard concepts, practices, procedures and policies with the ability to use them in varied situations.
  7. Team Work: Ability to work collaboratively in small teams to improve the operations of immediate work group by offering ideas, identifying issues, and respecting team members.
  8. Customer Service: Ability to provide a high level of customer service to patients, visitors, staff and external customers in a professional, service-oriented, respectful manner using skills in active listening and problem solving. Ability to remain calm in stressful situations.

Physical Nature of the Job:
Light work: Exerting up to 20 pounds of force frequently to move objects. Some elements of the job are sedentary, but the employee will be required to stand for periods of time or move through out the hospital campus
EOE Statement



As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. BILH requires that all staff be vaccinated against influenza (flu) and COVID-19 as a condition of employment.

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