ART Navigator at Diversity Health

Diversity Health is a Nashville-based management services organization (MSO) that powers community clinics across Tennessee and Kentucky, including Music City PrEP Clinic and Chosen Family Medicine. Diversity Health provides the operational, financial, and strategic infrastructure so its partner clinics can focus on patient care and delivering Great Experiences by Design—expanding access to sexual health, HIV prevention, and primary care. Through this support, Music City PrEP Clinic operates five physical clinic locations staffed by a rapidly growing team of medical and administrative professionals. Rod Bragg Diversity Health, LLC is an equal opportunity employer.

ART Navigation Job Description

Job Summary

• Navigates opt-ins and patients throughout the ART department, ensuring adherence and timely, affordable access to appointments and medications. Reports to the Navigation Director.  Must remain receptive to changing responsibilities and maintain a high level of confidentiality and privacy according to the clinic’s policies and procedures and HIPAA compliance.  It’s important that each Navigator fosters teamwork within the office.

The ART Navigation Lead ensures patients are able to enter into the program and stay adherent by:

• Managing opt-ins and patient conversion




• Scheduling and rescheduling new and existing patients




• Completing touch-points and following up with patients in accordance to adherence protocols 

The ART Navigation Lead ensures patients receive their medications promptly and affordably by:

• Addressing issues reported by partner pharmacies, escalating to the appropriate departments when necessary, monitoring pending issues until resolution




• Coordinating with patients on rx shipments, including keeping address up to date




• Communicating with partner pharmacies via portal, email, phone to manage patients fills, refills, shipping updates. Includes knowledge of how to work partner pharmacy portals

General responsibilities:

• Field incoming communication and initiate outgoing communication to potential and existing patients clearly, effectively with empathy, integrity, and accuracy




• Monitor calendar and attend scheduled meetings




• Review monthly department performance with navigation director




• Monitor emails, chats, inboxes, phones, request system timely. Includes being logged in and available on these platforms when clocked in




• Accurately report hours worked in ADP app and keeps supervisor informed of any deviations from normal work schedule.




• Take lunch breaks in accordance with state laws and company policies.




• Complete special projects and other duties as assigned by supervisors.




• Monitor widget throughout the ART department. Includes adding and removing explanations and statuses accurately and timely.




• Use Bwell’s data capabilities to monitor team performance and irregularities, providing team with performance updates




• Follow and participate in communication strategies across departments to ensure patients are not lost to care. Includes escalating patient care to other departments when necessary and regular communication with in-person ART team




• Review alert notes in patient’s case to ensure patient’s privacy is protected

Job Qualifications

• Must work effectively with physicians, staff, volunteers, patients, public and external agencies




• Skills in gathering and interpreting data in a physician office setting




• Must have the ability to take initiative and to exercise independent judgment, 




• Must have working knowledge of all navigation departments and tools necessary to perform the navigation roles. 




• Possess decision-making and problem solving expertise.




• Demonstrates a mastery of all major navigation roles: communications, processing, insurance specialist, receiving, patient liaison.



• 
  

The above is intended to describe the general content of and requirements for the performance of this job.  It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements.  Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.