Join the Cleveland Clinic team, where you will work alongside passionate caregivers and provide patient-first healthcare. Cleveland Clinic is recognized as the No. 4 hospital in the nation, according to the U.S. News & World Report. At Cleveland Clinic, you will work alongside passionate and dedicated caregivers, receive endless support and appreciation, and build a rewarding career with one of the most respected healthcare organizations in the world.

The Population Health Navigator serves as a Cleveland Clinic Akron General Health System representative and liaison for the Cleveland Clinic Akron General network providers, internal and external stakeholders, and assigned patient/member populations. This position:

• Supports and advocates to ensure timely access and education of the Cleveland Clinic Akron General’ network and services.
• Facilitates patient appointments, physician/provider linkage, and connects patients to the Cleveland Clinic Akron General network and resources, including appointment scheduling and other patient needs.
• Coordinates services, connects patients to appropriate Cleveland Clinic Akron General service lines, and assists patients with navigating the Cleveland Clinic network and insurance benefits/coverage.
• Participates with identifying, planning, implementing and evaluating department projects and initiatives to support successful outcomes for an assigned patient population.
• Facilitates Cleveland Clinic provider connections with community practices and provides resources across the Cleveland Clinic network.
• Ensures and supports exclusive Cleveland Clinic network provider utilization and leverages the EMR platform to facilitate timely and effective coordination of care.
• Utilizes a comprehensive, holistic, proactive, and “Patients First” approach to care for patients and their care partners.
• Serves as the subject matter expert related to Population Health/Navigation Team activities and initiatives.
• Assists with coordinating care, processes, activities, and duties of the Partners Physician Group, Ambulatory Care Management Department, Cleveland Clinic Community Care, and the Quality Alliance in order to ultimately improve patient outcomes, improve the patient and caregiver experience, and reduce the overall cost of care.

At Cleveland Clinic, we know what matters most. That's why we treat our caregivers as if they are our own family, and we are always creating ways to be there for you. Here, you'll find that we offer: resources to learn and grow, a fulfilling career for everyone, and comprehensive benefits that invest in your health, your physical and mental well-being and your future. When you join Cleveland Clinic, you'll be part of a supportive caregiver family that will be united in shared values and purpose to fulfill our promise of being the best place to receive care and the best place to work in healthcare.

Job Responsibilities:

• Collaborates with and supports the Population Health Navigation Manager in driving team initiatives and completing administrative tasks.
• Serve as subject matter expert for the Population Health/Navigation team.
• Identify and develop navigation projects for an assigned patient population.
• Participate in development and implementation of standard operating procedures that effectively support care delivery and financial shared risk for an assigned population.
• Implement new processes to guide patients to the appropriate resources and support services.
• Educate the Population Health/Navigation Team and multi-disciplinary caregivers about the Cleveland Clinic Akron General network, promoting available programs and services.
• Identify, evaluate, and resolve patient concerns.
• Support and collaborate with Care Coordination Manager on navigation initiatives.
• Participate in multi-disciplinary team projects to build competency around specific department tools and methods for organizational department growth, development, and improvement.
• Maintain departmental workflow and communications with external and internal customers.
• Develop and enhance communication standards and relationships with internal providers across the Cleveland Clinic Akron General network.
• Explore opportunities to add value to job accomplishments and drive the Cleveland Clinic Akron General mission.
• Completes data tracking and collection to assist with the identification of routine statistics, opportunities, and trends across assigned patient populations and the Cleveland Clinic network.
• Review, facilitate, and complete care gap closures for assigned patient populations.
• Other duties as assigned.
• Follows Hospital and department policies and procedures with special attention to attendance and punctuality, confidentiality, dress code and display of ID badge, and safety.
• Completes mandatory education and training in order to maintain organization and department-specific competencies and requirements.

Education:

• Associate’s Degree required
• Bachelor’s Degree in the health care field preferred.

Languages:

Certifications:

• Professional Certified Coder certification preferred.

Complexity of Work:

• Requires critical thinking skills, decisive judgment, and the ability to work with minimal supervision.
• Requires ability to anticipate, mitigate, and solve problems and requests in a timely manner.
• Requires ability to successfully communicate and connect with both internal and external stakeholders.
• Requires a customer focus that is solution and outcome driven.
• Must be able to work in a stressful environment.
• Ability to use and navigate multiple computer programs and systems.
• A desire and commitment to provide the highest level of satisfaction and quality service, caring, and compassion to patients, their families, and fellow caregivers.
• Adapt easily to changing technology, processes, policies, and procedures.
• Displays ability to switch from one task to another successfully in a fast-paced, fluctuating environment.
• Work setting is primarily in a centralized location requiring telephonic outreach, however offsite patient population engagement activities may be required.
• Demonstrated ability to set priorities and possesses good organizational and time management skills.
• Effective relationship building skills required.
• Knowledge of data collection, analysis, and proficiency in Microsoft Office.
• Ability to maintain composure in stressful situations.
• Ability to communicate clearly and concisely, orally and in writing.
• Demonstrated experience in providing exceptional customer service and conflict resolution.
• Demonstrate an understanding of and appreciate for the physical, social, and psychological needs of the population served.
• Demonstrate a positive attitude.
• Knowledge of medical terminology preferred.
• Demonstrated proficiency in payor benefits and coverage preferred.

Work Experience:

• Minimum of four years recent experience working with patients in a clinic setting, or other equivalent position, which includes interacting with patients, physicians, and other departments in a collaborative manner.
• A Bachelor’s Degree may be substituted in place of one year of the experience requirement.

Physical Requirements:

• Must be able to sit for prolonged periods of time.
• Possess good visual acuity through normal or corrected vision.
• Possess dexterity to operate a PC and other office equipment.
• Light driving to outside locations within the region.

Personal Protective Equipment:

• Follows Standard Precautions using personal protective equipment as required.