Job Description

JOB TITLE: Patient Account Navigator

Fair Labor Standards Act (FLSA) Status: Non-Exempt
Reports to: Revenue Cycle Coordinator

JOB SUMMARY: The Patient Account Navigator is responsible for providing patients with a positive experience by helping patients understand healthcare financial responsibility. The Patient Account Navigator serves as the patient point of contact for managing account inquiries related to financial assistance questions and payment/arrangement facilitation and collection. This position plays a key role in patient advocacy by providing education and support regarding the financial aspects of care at Spectra. The Patient Account Navigator works closely with patients, the Revenue Cycle team, and Social Services to promote patient-centered care and ensure timely collections while maintaining a compassionate and supportive approach. This position reports directly to
the Revenue Cycle Coordinator.

ORGANIZATIONAL PHILOSOPHY:
• Privacy & confidentiality: Maintain strict adherence to privacy and confidentiality protocols, ensuring the protection of both patient and employee information in accordance with Spectra Health's policies.
• Champion organizational values: Promote and embody Spectra Health's core values of Compassion, Trust, Respect, Equity, and Inclusivity in all interactions and decision-making processes.
• Culture of safety: Foster a culture of safety; proactively addressing hazards, incidents, and security concerns while contributing to a positive and safe work environment for employees and patients.
• Teamwork & collaboration: Approach teamwork with a positive and collaborative mindset, building strong relationships across departments and sharing knowledge and experiences to enhance overall organizational effectiveness.
• Be part of the solution: Actively support organizational change, offering solutions, participating in leadership initiatives, and championing efforts that align with Spectra Health's evolving mission and goals.
• Patient-centered decision making: Prioritize the best interests of Spectra Health's patients, ensuring quality care and positive outcomes.
• Training & meetings: Complete mandatory training requirements and attend at least 80% of departmental meetings to stay informed and aligned with organizational goals and policies.
• Policy adherence & compliance champion: Strictly adhere to all Spectra Health policies and procedures, and act as a departmental advocate for Spectra Health's Compliance Program activities.

ESSENTIAL JOB FUNCTIONS:
• Review outstanding patient accounts and follow-up, as necessary
• Communicate insurance coverage and out-of-pocket costs to patients
• Collect and process payments
• Establish guidelines and set up payment plans/arrangements for remaining balances and document appropriately
• Maintains daily contact with Business Center, Patient Registration, Social Services, and other ancillary departments
• Serve as point of contact to collection agency utilized by Spectra Health
• Monitor and process select work queues including self-pay and payment plan work queues
• Keep complete and accurate records
• Answer patient inquiries and handle patient correspondence as they pertain to payment collection issues Page 2 of 2 Patient Account Navigator April 4, 2025
• Internally refer patients to Spectra Health Social Services, when applicable
• Follow agency policy and procedures in regard to financial arrangements
• Handle all patient contact in a courteous, professional manner
• Remain sensitive, yet assertive when assisting patients
• Respect confidentiality
• Perform other duties as assigned.

JOB QUALIFICATIONS:
Required:
• High school diploma or equivalent
• Excellent written and oral communication skills
• Experience in healthcare
• Knowledge of CPT and ICD-10 codes
• Knowledge of medical terminology
• Working knowledge of Federal billing regulations and other insurers requirements
• Ability to gain proficiency in Spectra Health's organizational software programs
• Strong analytical, attention to detail, and problem-solving skills
• Ability to work independently and as a member of a team
Preferred:
• Associate degree or higher in Business, Finance, Health Info Management, or related field
• Experience working with Epic (electronic health record)

PHYSICAL REQUIREMENTS: The Patient Account Navigator is primarily a desk job that requires the ability to sit for long periods of time (up to 8 hours) at a desk or workstation. Periodically, the position requires lifting or carrying items that would be appropriate in an office environment, not more than 20lbs.

REMOTE WORK: The Patient Account Navigator position is not eligible for full-time or hybrid remote work. For more information about remote work, please see HR Policy 1.28 - Remote Work.

**Spectra Health provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation or gender identity.

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