Virtual Urgent Care Navigator in Concord, Massachusetts at Emerson Hospital

Job Summary:

The Virtual Urgent Care Navigator reports to the urgent care administrative director and works under the supervision of the urgent care physician medical director and APP medical director and the primary care director. The primary responsibilities of the position are to 1) ensure efficient patient scheduling and flow through virtual urgent care visits 2) support the physician/APP with clinical sub-specialty referrals and 3) follow-up with virtual urgent care patients after their visit. 4) act as a liaison between our urgent care sites that are providing virtual urgent care and the business and clinical offices utilizing these services. 5) ensure appropriate patient or customer feedback is relayed to clinicians and management. Approximately 80% of the time the navigator will be interacting with patients to assure they are shepherded through the Emerson Health system of care by making sure they are scheduled for virtual urgent care visits or scheduled for specialty medical care or primary care. The remaining 20% will be performing phone calls with patients after the virtual visit to assess the need for further clinical follow-up. This ratio can be adjusted by the urgent care administrative director based on program needs.

Minimum Qualifications:

Education:

• High School diploma or GED, associate degree preferred.

Experience Required:

• Two years’ experience in a medical setting facing patients and customers

Licensure and/or Certification:

• None