The posting
About North Country Healthcare (NCH):
North Country Healthcare is a non-profit affiliation of four medical facilities, Androscoggin Valley Hospital, North Country Home Health & Hospice Agency, Upper Connecticut Valley Hospital, and Weeks Medical Center, located in the White Mountains Region of New Hampshire. NCH includes numerous physicians and medical providers at multiple locations. This leading comprehensive healthcare network which employs hundreds of highly-trained individuals delivers integrated patient care through three community hospitals, specialty clinics, and home health and hospice services. NCH remains committed to the health and well-being of the communities we serve. As a leader in a management position this role emphasizes advancing High-Reliability Organization (HRO) principles, embedding a culture of safety, accountability, and consistent high performance.
POSITION SUMMARY:
The Patient Navigator provides bedside and in-person support to patients by assisting with insurance enrollment, financial counseling, and financial aid applications. This role helps patients to understand their coverage, reduces financial barriers, and connects them with hospital, state, and community resources.
ESSENTIAL QUALIFICATIONS
Education:
- A high school diploma or equivalent is likely a minimum requirement.
- An associate or bachelor's degree in a relevant field such as healthcare administration, social work, public health, or a related area may be preferred or required.
Certification:
- No specific certifications required, but certifications in healthcare access or patient navigation are a plus
Licensure:
- Association* accredited course in Basic Life Support (BLS) (for clinical staff), or Heartsaver CPR AED (for nonclinical staff), and renewal on a regular basis, with up to a three-month grace period after the expiration date.
Skills:
- Strong knowledge of Medicaid, Marketplace, and Medicare systems.
- Excellent communication and interpersonal skills for effective patient and team interactions.
- Strong organizational skills and ability to manage multiple tasks.
- Empathy and professionalism in handling sensitive patient situations.
- Capability to work collaboratively with a multidisciplinary team.
Work Experience:
- Prior experience in financial counseling, revenue cycle services, or patient advocacy in a healthcare setting required.
- Experience with insurance enrollment processes and knowledge of financial aid applications preferred.
ESSENTIAL FUNCTIONS:
- Provide bedside assistance for patients, including those with newborns, in enrolling in Medicaid and Marketplace programs.
- Educate patients about their health coverage, deductibles, out-of-pocket costs, and options available to them.
- Serve as a liaison between care management, legal departments, outsourced teams, and other involved parties to resolve patient needs efficiently and effectively.
- Triage and escalate complex cases that require additional backend revenue cycle follow-up and support.
- Assist patients with hospital financial assistance applications and processes.
- Connect patients with appropriate community and state programs for additional support.
- Accurately document all patient interactions, ensuring compliance with hospital policies and regulations.
- Participate proactively in ongoing education, audits, and process improvement initiatives aimed at supporting revenue integrity and enhancing patient satisfaction across all serviced facilities.
NON-ESSENTIAL FUNCTIONS
- Performs additional duties as assigned.
- Adheres to facility Values, Service Excellence and Standards of Excellence.
