Navigation Center Representative

Family HealthCare Network · United States

Primary Accountability The Navigation Center Representative plays an important role with patient access and is responsible for providing scheduling and navigation assistance to FHCN patients. Description of Primary Responsibilities 1. Provides scheduling and navigation assistance to FHCN patients. 1. Schedules, reschedules, confirms, and cancels appointments per established protocols and in adherence to scheduling guidelines, health center procedures, and quality customer service standards. 2. Verifies patient insurance and demographic information to appropriately complete pre-registration and health record updates. 3. Responds to patient scheduling needs retrieved from the patient portal. 4. As a PBX function, receives incoming calls and routes them to appropriate personnel network-wide. 5. As a patient advocate, provides patient education on diversified program services, sends coherent clinical messages regarding patient needs to appropriate health center staff, and performs call follow-ups and outreach as needed, including ER and recall outreach. 6. PBX responsible for uploading Triage Services reports to patient records. 2. Responsible for supporting streamlined patient flow coordination. 1. Scrubs schedules for appropriate visit types and helps to rectify scheduling conflicts to reduce patient wait-time and to maximize provider schedules. 2. Develops and sustains proficiency with electronic medical record system. 3. Maintains knowledge of program services to efficiently navigate patients. 4. Demonstrates knowledge of provider specializations to minimize appointment errors and to help providers achieve their scheduling quotas. 3. Monitors the Navigation Center queue to meet individual and collective performance metrics. 1. Performance metrics relate to the efficient management of calls presented and calls handled, as well as high quality standards. 2. Self-reported performance outcomes also required with some tasks. 4. Responsible for adhering to the Attendance and Absenteeism Policy, recognizing that regular attendance is considered an essential function of all FHCN positions. Absenteeism is not being at work or failing to attend a paid workshop, training, or event unless the absence is protected by law. 5. Ability to present to and work at any FHCN location, both at the beginning of a shift or during a shift, based on business need. 6. Performs other duties as assigned. Description of Primary Attributes Professional & Technical Knowledge: Effective June 1, 2026, all individuals hired into the role must:

1. Must have proof of completion of high school with a minimum overall GPA of
2. 5 or completion of General Educational Development (GED) with a minimum