Patient Navigator
Wake Forest University Health Sciences 13 reviews - Winston-Salem, NC

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Major Duties


Full-time Regular, 40 hours/week

The Child Health Accountable Care Collaborative (CHACC) of North Carolina is a Medicaid initiative focusing on children with complex chronic illnesses with the goal of improving health and health care quality and lowering costs. A Children's Specialty Care team consisting of a Children's Specialty Care Manager and Patient Coordinator will provide complex care management and coordination of care to the population served.

The primary purpose of the Patient Coordinator role is to assist the Children's Specialty Care Managers (CSCM) and other members of the interdisciplinary care team with the coordination of a full spectrum of patient and/or provider support services with consideration to unique social and cultural dynamics.

Responsibilities include but are not limited to:
A. Assist CSCM in identifying children with Medicaid among hospitalized children at Brenner Children's Hospital

B. Notify PCP office of child's hospitalization

C. Collaborate with the CSCM and other members of the interdisciplinary care team to assist with the development of a comprehensive care plan.

D. Assist CSCM in implementing assigned aspects of the care plan. Receive and manage referrals and task assignments from the CSCMs, and/or providers for screening, coordination and monitoring of practical needs (non-clinical components).

E. Assist CSCM in preparing care notebooks for families.

F. Assist family with concrete needs such as: scheduling appointments; securing transportation; completing paperwork; securing durable medical equipment; daycare; housing, etc.

G. Facilitate referrals to community programs/resources.

H. Provide a link with the patient's medical home by sending information from the hospital to the community

I. Maintain communication with the CSCM regarding case-specific activity; patient/family status and needs.

J. Coordinate communication between practice, patient and DSS to ensure Medicaid issues are resolved.

K. Maintain documentation of patient-specific information in the Case Management Information System (CMIS), i.e. pertinent social information, requested clinical information gathered, interventions and tasks, referrals, etc.

L. Assist with data collection, surveys, assessment, and reporting as required to support the Child Health Accountable Care Collaborative (CHACC).

M. Maintain a database of PCP information (phone number, communication preferences etc.)

N. Perform other administrative duties as required


The Patient Coordinator is responsible for assisting with the coordination of patient support services and follow up. The Patient Coordinator will maintain communication between patient/parents; providers; and other members of the interdisciplinary team as needed in an effort to promote continuity of care. All patient contacts, including attempted contacts, will be documented in the web based Case Management Information System (CMIS).

Confidential Information: Responsible for maintaining confidentiality of all client and family information.

Equipment used: Computer with various software programs such as Internet, web based CMIS, Excel, and word processor, computer printer, digital pager, telephone, personal automobile, fax machine, copier, calculator, and paper shredder.


The Patient Coordinator will function within the standards/scope of responsibility of the position. The Patient Coordinator role is a supportive, non- clinical role.

MINIMUM QUALIFICATIONS: See generic description below

Parenting experience and/or experience working with special needs children helpful.

Computer literacy.

Good communication skills both orally and in writing

Skilled in establishing rapport with a patient and a patient's family and medical team.

Analytical skills necessary as independent decisions and problem solving are required.

Ability to prioritize and organize schedules/demands.

Ability to work a flexible schedule.

Sensitivity to diverse cultures and language competencies.

Successful completion of an online case management assistant course.

Must possess a valid NC Driver's License and reliable transportation.

Preference given to veterans or unemployed spouses of veterans.


Physical Demands - The job environment consists of: an office environment, a patient's home environment or hospital/school/community agency. Exposure to a medical setting and household conditions as well as communicable diseases could occur. Routinely there may be some minor physical inconveniences or discomfort in the work setting. Significant traveling/driving may be required, as well as sitting for moderate periods of time. There is occasional lifting of 20-30 pounds necessary to complete a task.

Work Environment - Time will be spent tracking and contacting patients and community referral agencies; meeting face to face with patients/parents in their home environment/hospital/clinic/daycare/school, etc. Frequent changes are expected on a daily basis; therefore, flexibility and adaptability are needed. Evening and weekend work may be required. Local travel in your personal automobile could vary between 60-100%. Attendance at occasional regional office meetings may be required.

Generic Job Description

Job Code/Title: Patient Navigator

FLSA: Non-exempt

Job Summary: Assist patients receiving treatment by multiple departments in the Medical Center and serve as a community liaison to obtain needed community resources. Maintain communication with patients by ensuring treatments are received, reschedule appointments and assist with eliminating treatment barriers.

Education/Experience: Bachelor's degree in social work, sociology, child development, psychology or nursing, or equivalent combination of education and experience. Familiarity with cultural issues in diverse, underserved population.

Licensure, Certification and/or Registration: n/a

Essential Functions:
1. Connect patients to resources within the Medical Center and within the community in order to meet the patient's needs including but not limited to financial and emotional support.

2. Maintain close communications and participate in case review with case manager and/or medical social worker regarding the plan of care, patient condition and the appropriate level of intervention.

3. Address barriers, perceived and real, including difficulties with medications, acceptance of diagnosis, social stigma, and family issues.

4. Maintain up-to-date, complete, and accurate documentation of patient interactions per program policy.

5. Contact patients and reschedule appointments as needed.

6. Analyze and address the no-show trends. Develop a process to re-engage patients in their plan of care by removing real or perceived treatment obstacles.

7. Interact with patients, families and significant others objectively, using empathy.

8. Attend clinic sessions and identify potential volunteers who are interested in working as an advocate to assist with patients that are high risk for failing to keep their scheduled appointments.

9. Coordinate and conduct a volunteer peer advocacy group.

10. Ensure age/developmentally appropriate patient care is provided in accordance with Age-Specific Care Guidelines for the specific age groups served.

Skills and Qualifications:
Excellent interpersonal skills and ability to interact with contacts inside and outside the Medical Center.

Computer skills. Ability to learn hospital scheduling systems.

Ability to use initiative, judgment, and discretion in daily work.

Bilingual in Spanish (preferred but not required)

This job description is an overall statement of responsibilities of this position. The incumbent may be requested to perform other related duties other than those described herein.

How To Apply

To apply for this position, please click on the "Apply Now" button on this page. You must complete the application process and then submit your application by clicking on the "Submit" button located at the bottom of the page titled "Submit Online Application". You will receive the following message once you hit the submit button: "You have successfully submitted your job application".

Computers are available for applying within the lobby of the Human Resources Department located at 1920 West First Street, (on the corner of Miller and First Street) Winston-Salem, North Carolina 27104. You may also call our office for assistance at (336) 716-0175. Office hours are Monday-Friday, 8:00am-5:00pm.

If you are an individual with a disability and need reasonable accommodation to participate in the application process, please contact our Supervisor of Office Services by phone (336) 716-3367 or email at

Equal Employment Opportunity

It is the policy of Wake Forest University Health Sciences to administer all educational and employment activities without discrimination because of race, sex, age, religion, national origin, disability, sexual orientation or veteran status (except where sex is a bona fide occupational qualification or a statutory requirement) in accordance with all local, state, national laws, executive orders, regulations, and guidelines.

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