Patient Navigator

Title: Patient Navigator

Location: 1111 Leffingwell Ave. NE, Grand Rapids, MI 49525 (May be expected to cover other OAM locations as necessary)

Schedule: Full-Time (40 Hours/Week) - Office hours are M-F, 8AM-5PM

Work Environment: Onsite

About Us

Orthopaedic Associates of Michigan (OAM) is proud to be West Michigan’s most established orthopaedic practice. Our physicians and team members provide exceptional, individualized care for patients of all ages. As the most comprehensive independent provider of musculoskeletal care in the region, we provide total care from diagnosis, to treatment, and all the way through rehabilitation.

Patients at OAM will have access to our Specialized Surgeons, Physical and Occupational Therapists, MRI and X-ray services, and orthopaedic bracing. Patients are also able to receive care from our Bone Health Clinic, OAM Now Urgent Orthopaedic Care Clinic, and Surgery Center at MidTowne – all of which are committed to optimizing their treatment outcomes.

Our teams work together to maximize and adjust treatment quickly and easily, resulting in a smoother, faster recovery for patients. From neck to toe, and from traumatic injuries to chronic conditions, patients will receive compassionate care that will allow them to embrace their full potential. Patient goals are our goals – we will restore their health so they are functioning as fully as possible in the activities they love at home, work, and in everyday life.

Position Summary

As a Patient Navigator at Orthopaedic Associates of Michigan, you will serve as a key point of contact for patients, providing guidance and support throughout their orthopedic care journey. Your primary responsibility will be to ensure seamless coordination and communication between patients and OAM’s Physical Therapy clinic, ensuring efficient and personalized care. You will play a crucial role in advocating for patients, addressing their concerns, and ensuring they receive the highest quality of care in a timely manner.

Supervision

This position has no direct reports.

Essential Responsibilities

• Handle all patient interactions with the highest level of care; anticipate what questions and concerns a patient may have and answer and respond to them thoroughly.
• Provide timely access to ancillary services by reviewing internal referrals, and assist patients and families in choosing the appropriate services at OAM for continuum of care.
• Work closely with the clinical and operational leaders to identify patient access issues at OAM. Establish sustainable processes for a smooth transition of patients from the provider office to the physical therapy department.
• Monitor and update PT schedules.
• Schedule for laser therapy appointments.
• Understand healthcare operations, legal guidelines, competitive analysis, and marketplace trends to assist operational leaders in establishing strategic services and locations for improved patient access.
• Maximize patient interaction with face-to-face visits; if not, contact via telephone by end of the day for timely scheduling of initial appointments.
• Ensure availability of treatment information by filing and retrieving patient records.
• Handle all confidential information in accordance with HIPAA laws and regulations.
• Train and mentor other employees as needed.
• Other duties as assigned or as requested.

Required & Preferred Qualifications

Education, Training, and Experience:

• Required:
  • 1-2 years of customer service experience.
  • High School Diploma/GED.
  • Proficiency in MS Office.
• Preferred:
  • 1-2 years of experience working in a healthcare setting.

Specific Skills, Knowledge, and Abilities:

• Familiarity with scheduling and rearranging appointments.
• Strong verbal communication skills; high degree of comfort with computer and telephone work.
• Ability to remain highly organized while multitasking.
• Self-motivated, decisive, and dynamic.
• Experience in Microsoft Office and Windows based computer applications
• Experience with Electronic Health Records

Motor, Sensory, and Physical Requirements:

• Ability to sit for prolonged periods of time.
• Frequent bending, stooping, lifting, and reaching required.
• Employee may be required to lift up to 25 pounds.
• Manual dexterity required to operate modern office equipment.
• Employee must have normal or correctible range of hearing and eyesight.