Navigation Center Representative

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 overall score of 162.5.
2. If an individual has completed a degree at a higher level than required by the role and had a stronger GPA in that program, they may provide proof of GPA from that degree in lieu of the high school diploma.
3. Have two years of experience and knowledge of office or administrative processes and practices.
4. A minimum of one year of experience in a health care or call center environment is preferred.

Technical Skills:

1. Ability to prepare basic correspondence and simple reports in Microsoft Word.
2. Ability to use Microsoft Excel to create tables and simple displays or information.
3. Ability to create basic presentations in Microsoft PowerPoint.

Licenses & Certifications: None required.

Communications Skills:

1. Job duties require the employee to effectively communicate routine or non-technical information to co-workers and others.
2. Effectively communicates written information (including electronic correspondence) and verbal presentations.

Physical Demands: The physical demands described here in this job description are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this position, the employee is regularly require to sit and use repetitive hand movement to type and grasp. The employee is frequently required to stand or walk; and occasionally lift and/or move up to 20 pounds.

Pay Scale:

Min Hourly Rate: $25.00

Max Hourly Rate: $30.00