Referral Navigator, Full-Time

## Description

Cameron Health is a 25-bed, independent, not-for-profit facility that proudly serves Angola and Steuben County. We’ve been a cornerstone of this community and the surrounding area in northeast Indiana dating back to 1926. Over the years, we’ve helped generation after generation of area residents enjoy better health and live comfortably. Today, Cameron Hospital has grown into something more than a simple community hospital. Filled with advanced equipment and skilled specialists, Cameron is a modern, high-tech facility that provides advanced diagnostics, a variety of specialties and cutting-edge treatment options that are combined with highly personalized and compassionate care.

**DEPARTMENT**: Patient Access

**JOB** **TITLE**: Referral Navigator

**SHIFT**: FTE 1.0 (80 hours bi-weekly)

The Referral Navigator serves as a central resource for coordinating, tracking, and facilitating patient referrals across the continuum of care. This role works collaboratively with patients, providers, specialists, community organizations, and healthcare teams to ensure timely access to appropriate services, reduce barriers to care, and improve the overall patient experience.

The Referral Navigator supports patients through the referral process by providing education, scheduling assistance, follow-up, and care coordination while ensuring referrals are completed efficiently and in accordance with organizational standards. The position promotes continuity of care, improves referral completion rates, and helps patients successfully access specialty, diagnostic, behavioral health, social service, and community-based resources.

**Essential Functions**

**Referral Coordination and Management**

• Coordinate communication between referring providers, specialists, and patients to support seamless transitions of care.
• Work with regional referral partners to optimize referral processes, develop standard protocols, and educate providers regarding referral workflows.
• Receive, process, and coordinate referrals from providers, care teams, and external organizations.
• Review referrals for completeness, accuracy, and appropriateness of requested services.
• Facilitate timely scheduling of specialty appointments, diagnostic testing, procedures, and community-based services.
• Ensure referrals meet payer, authorization, and organizational requirements.
• Monitor referral status throughout the referral lifecycle and follow up on outstanding referrals.
• Maintain referral work queues and ensure timely resolution of referral-related issues.

**Patient Navigation and Support**

• Serve as a primary point of contact for patients requiring assistance with referrals and healthcare access.
• Educate patients regarding referral processes, appointment expectations, specialist services, and next steps in care.
• Assist patients in overcoming barriers to referral completion, including transportation, financial concerns, language needs, insurance challenges, and scheduling difficulties.
• Provide culturally sensitive and patient-centered support throughout the referral process.
• Document patient interactions, interventions, and outcomes in the electronic health record (EHR) and other designated systems.
• Collaborate with providers, care managers, social workers, patient access staff, and community partners to coordinate patient care.
• Facilitate transitions between primary care, specialty care, acute care, behavioral health, and community services.
• Ensure appropriate exchange of clinical information, medical records, and required documentation to support referrals.
• Follow up with patients and providers to confirm referral completion and address unmet needs.
• Escalate urgent referral concerns and care gaps to appropriate clinical leadership.

**Community Resource Navigation**

• Maintain knowledge of available community resources, support services, and healthcare programs.
• Connect patients with financial assistance programs, transportation resources, social services, behavioral health resources, and other community supports when appropriate.
• Collaborate with community agencies and healthcare partners to improve access to care.
• Support initiatives that address social drivers of health affecting referral completion and patient outcomes.

**Compliance and Documentation**

• Maintain accurate and timely documentation of referral activities and patient interactions.
• Adhere to organizational policies, HIPAA regulations, confidentiality requirements, and applicable regulatory standards.
• Support compliance with payer requirements, quality programs, Rural Health Transformation Program criteria, and accreditation standards.
• Ensure referral records are complete and audit-ready.

**Qualifications**

• Experience in ambulatory care, population health, value-based care, or care coordination programs.
• Knowledge of community resources and social service programs.
• Experience working with diverse patient populations.

**Skills/Competencies**

• Strong communication skills.
• Strong analytical, organizational, facilitation, and problem-solving skills.
• Ability to multitask and problem solve.
• Proficient in electronic medical records, preferably with Epic.
• Proficiency with Microsoft Office applications, project management tools, and data reporting systems.

**Education**

• Associates or Bachelor's degree in healthcare administration, public health, social work, nursing, or related field preferred.

**Certifications**

• Certified Professional in Healthcare Quality (CPHQ) preferred.