Patient Access Navigator (Dental Clinic)

JOB TITLE: Patient Access Navigator (Dental Clinic)

Fair Labor Standards Act (FLSA) Status: Non-Exempt

Reports to: Patient Access Manager

JOB SUMMARY: The Patient Access Navigator (PAN) oversees end-to-end patient scheduling and registration processes within a designated clinical service area. This role serves as a subject matter expert for a designated clinical department, ensuring optimal provider scheduling, appointment accuracy, and compliance with scheduling rules. The PAN supports financial navigation, resolves complex registration issues, and works collaboratively as a part of the revenue cycle team along with the clinical teams to ensure visit readiness. This role is critical for maintaining efficient clinic operations, revenue cycle accuracy, and a positive patient experience.

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:

• Greet patients upon arrival at the clinical department, verify check-in status, and ensure overall readiness for their visit.
• Provide and ensure completion of clinic specific forms, questionnaires and screening documents.
• Support clinical teams with pre-and post-appointment administrative tasks.
• Serve as the subject matter expert (SME) for scheduling within the clinical department.
• Work closely with clinic department leadership to adjust and optimize daily schedules within EPIC.
• Apply clinic specific scheduling rules (double booking, waitlists, and no-show policies) to optimize department efficiency.
• Arrange interpreter services or video visits when applicable.
• Facilitate complete and accurate registration, including demographic and insurance verification.
• Review next-day registrations and identify accounts needing follow-up.
• Educate patients on coverage, estimates, balances, and financial obligations.
• Enforce refusal-to-pay policies per organizational guidelines.
• Collect and process payments as applicable.
• Monitor and process assigned revenue and scheduling work queues.
• Communicate clearly and professionally with patients, clinical staff, and all Spectra teams.
• Answer phones, route calls, and document messages accurately as needed.
• Support patients with financial or administrative questions related to their visit.
• Maintain complete and accurate patient records.
• Ensure patient support is provided in a respectful, professional and assertive manner.
• Maintain patient confidentiality via HIPAA privacy rules.
• Perform other duties as deemed appropriate by the Patient Access Manager.

JOB QUALIFICATIONS:

Required:

• High school diploma or equivalent
• Excellent written and oral communication skills
• Previous clerical experience in a health or dental care setting
• Ability to work in a fast-paced multi-tasking environment while maintaining professionalism and accuracy
• 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
• Knowledge of medical terminology
• Functional knowledge of health insurance billing practices

PHYSICAL REQUIREMENTS: The Patient Access 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 Access 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.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Spectra Health provides job opportunities, salaries and benefits, training, promotions, facilities, and other conditions of employment without discrimination based on race, color, national origin, religion, sex, age, disability, genetic information, or any other characteristic protected by federal or state laws. Spectra Health does not retaliate against applicants, employees, or former employees for filing a charge or complaint of discrimination, participating in a discrimination investigation or lawsuit, or opposing discrimination.