Patient Navigator (Austin)

Are you the go-to person for friends and family when they need someone to listen without judgment? Are you intrigued by how people make life decisions and enjoy getting to know new people? Do you have a clear, warm, and confident voice? Are you passionate about physical and mental health? If you answered "Yes" to these questions, we have the perfect job for you as a Navigator at RightSite Health.

Join the RightSite Health Care Team, working alongside ER doctors and other navigators to provide outstanding care and navigation for non-emergent patients who’ve called 911 and don’t need to go to the emergency room.

Reporting to the Navigation Manager, the role of the RightSite Health Navigator is to provide patient support and navigation through outbound and inbound video and telephonic communication. The ideal candidate will be able to empathetically work with patients, problem-solve, and handle inquiries. Patient health and satisfaction are at the core of every Navigator’s decisions and behaviors. Because we partner with EMS teams, we provide support from 6:00 am - 10:00 pm CST Monday through Friday. We have three shifts: 5:30 am - 2:00 pm, 9:30 am - 6:00 pm, and 1:30 pm - 10:00 pm.

The ideal person lives and will eventually work remotely in Austin, Texas but is willing to travel to San Antonio two to three days per week for a two-month training period.

RightSite Health offers the brand promise of helping people with non-emergent needs find the best in-network, non-Emergency Room provider. RightSite Health Navigators play a huge role in keeping this promise. The RightSite Health Navigator drives our value proposition of helping people find the right site of care in a timely manner. You will earn great pay and benefits, and of course, we are an equal opportunity employer who values diversity.

If you value having a purpose in your work and enjoy the freedom to make decisions that help people, keep reading and contact us to learn more!

Responsibilities

• Coordinate incoming patient episodes to ensure patients are assessed by the RightSite Health ER doctor for non-emergency conditions
• Find in-network, non-emergency providers and schedule round-trip, non-ambulance transportation for patients without reliable transportation
• Complete follow-up calls with patients to ensure that they received necessary treatment, identify psycho-social needs, and connect patients to appropriate community resources
• Accurately document all patient activity using the RightSite Connect EMR system
• Participate in ongoing RightSite Health patient communication training, integrate new skills, and modify patient/partner interactions based on QA feedback

Requirements

• Skills generally acquired through a combination of higher education and/or social services/medical field experience (4+ years)
• Experience in case management, social work, health education, or patient navigation is preferred
• Desire to help people meet needs related to their physical and mental health
• Demonstrated proficiency in applications (browser-based applications, Google Drive, Excel, Word, PowerPoint) and the ability and desire to learn new and complex computer system applications
• Ability to thrive in a fast-paced service center environment with moderate noise levels due to Navigators and doctors interacting with patients

COMPETENCIES

At RightSite Health, we are big believers in competencies. Competencies are not the same as technical skills or experience. Technical skills describe the ‘what’ you do, whereas competencies describe ‘how’ you do it. Following is a list of competencies required for success in a Navigator.

Interpersonal Skills: Demonstrates a strong ability to quickly connect with others, particularly during uncomfortable or stressful situations.

Adaptability: Adjusts own behaviors to work successfully in light of new information and/or changing direction and environments.

Crisis Management: Skilled in crisis recognition and intervention in a person-centered manner that promotes the resolution of the crisis and the well-being of the patient.

Flexibility: Demonstrates receptivity and openness to development and improvement in own work and that of the team; adapts successfully to variations in work schedules, locations, and/or tasks.

Problem Solving: Works in partnership with patients to identify, define, and resolve problems with personal accountability and ownership of the resolution.

Relationship Builder: Effectively builds and maintains productive, cooperative relationships with internal and external stakeholders.

Benefits

• Market competitive healthcare coverage, including medical, dental, and vision
• 401(k)
• Flexible PTO policy designed to create a work/life balance
• Supportive and inclusive work environment
• Significant professional growth opportunities, including the ability to complete practicum and internship hours for Social Work and Counseling programs.

CORE VALUES

At RightSite Health, we do more than profess our values. We practice them through an agreed-upon and shared set of behaviors that make up our DNA. We are clear about what is important to us, and we take care that our intentions, words, thoughts, and behaviors align with those values.

Teamwork: We have the courage to ask for help and fearlessly share information with team members. We are driven to help each other and share in the wins and losses.

Integrity: We are respectful, genuine, and openly hear and speak the truth. We are confident in our own abilities, but we think of others first.

Customer Focus: We deliver value and treat our customers with the same care, compassion, and empathy we would expect ourselves. We are committed to improving the lives of our customers, their customers, and each other.

Tenacity: We recognize ambiguity and discomfort are part of success and approach change with positivity. We accept adversity, overcome obstacles, and never give up.

Ownership: We take personal accountability for our actions and results and focus on solving the problem instead of assigning blame. We are free to place bets and embrace failure for its feedback and experiences.

Critical Thinking: We start with why, listen carefully and investigate thoroughly before drawing conclusions. We think slow, not fast, in search of elegant and simple solutions.