At White Plains Hospital, you have an opportunity to work side-by-side with some of the most talented people in the world.

We have been widely recognized for our exceptional culture, world-class physicians, Magnet-designated nurses and passionate employees who make a real difference in our community. With tremendous growth opportunities, great benefits, and flexible work schedules, it is no wonder why we are consistently recognized as a Great Place To Work!

Position Summary

As a key member of the WPH Cares Team, the Patient Access Navigator will be responsible for directing patients to appropriate health care providers based on their needs, insurance, and location and scheduling appointments as needed. This individual will work with WPH affiliated and non-affiliated offices to coordinate appointments in real-time for patients within a time frame requested by the guidelines of the hospital. The Patient Access Navigator will support the hospital medical staff and the Inpatient Care Managers and facilitate two-way communication between the acute care clinical setting and the home environment and includes encounters from the Emergency Department, inpatient setting, observation, Labor & Delivery and/or Ambulatory Surgery.

Essential Functions and Responsibilities Includes the Following:

1. Understands and adheres to the WPH Performance Standards, Policies and Behaviors
2. Responsible for all Inpatient and emergency department appointments for patients belonging to WPH affiliated practices and non-affiliated practices or unassigned patients, as well as patients referred by the WPH Cares Team and Appointments through workflows designated and designed by WPH Cares leadership.
3. Proactively coordinate via hospital rounds for inpatient and emergency department ensure every patient has been appropriately outreached and optimized in their ability to receive a 7-day follow up appointment or escalate to the appropriate office coordinator/manager if not available.
4. Access navigator is expected to round on the units and emergency department and engage in the interdisciplinary rounds.
5. Responsible for assigned referrals to the Access Navigator group.
6. Assist with the collection, analysis, and dissemination of data.
7. Responsible to make a timely transfer of contact to the appropriate clinical team member or social worker based on clinical or social needs.
8. Coordinate with ambulatory offices and ensure patients are aware of appointment made.
9. Perform all other duties as assigned.

Education & Experience Requirements

• Bachelor’s degree preferred
• Strong communication skills, interest and understanding in healthcare and hospitals
• Experience working in a high-volume call center environment preferred
• Experience working in an acute care hospital setting and patient access center required
• Proficient in Microsoft Office Suite

Core Competencies

• Exceptional interpersonal skills, proven ability to work collaboratively as a team in a deadline driven environment.
• Independent judgment & decision-making skills
• Ability to adapt to readily changing environments & requests
• Ability to interpret a variety of instructions
• Demonstrates ability to communicate in a professional manner in all interactions
• Demonstrates strong, written and verbal communication skills. Pay close attention to details
• Establishes two-way communication by utilizing a variety of communication methods, actively listening to ideas and concerns and responding in an appropriate manner
• Demonstrates ability to retain composure under stress
• Patient engagement training preferred
• Strong computer skills including but not limited to outlook, word, excel, PowerPoint, EPIC, Meditech and MIDAS
• Ability to type at 50 words /minute
• Bilingual Spanish preferred

Physical/Mental Demands/Requirements & Work Environment

May be exposed to chemicals necessary to perform required tasks. Any hazardous chemicals the employee may be exposed to are listed in the hospitals SDS (Safety Data Sheet) data base and may be access through the hospitals Intranet site (Employee Tools / SDS Access). A copy of the SDS database can be found at the hospitals switchboard, saved on a disc

• Ability to remain in stationary position 90% of the time
• Must be able to work in an environment with continuous interruptions
• Demonstrates ability to analyze multidimensional problems into component parts and sort out tasks in priority order to solve problems
• Ability to use computer for extensive periods of time
• Ability to respond to frequent calls
• May need to be able to move about inside the office and within the hospital
• Constantly utilizes / operates computer to access and document information
• Ability to communicate with patients, families, and hospital employees on telephone and using email.

Primary Population Served

All Populations

The responsibilities and tasks outlined in this job description are not exhaustive and may change as determined by the needs of White Plains Hospital.