Digital Patient Navigator

Valion Health was created as a solution for people who are unable to access health recovery and support services, or who choose to access these services in a convenient way. We are a virtual health service that delivers nursing and allied health services anywhere in Australia. We believe everyone deserves a high-quality service no matter where they live.

Primary Purpose

The Patient Navigator has an integral role at Valion Health. The primary focus of the role is to assist participants in navigating through a Valion Health program as well as support management, providers and staff and frequently liaise with referring organisations.

Role Responsibilities

• Administration activities - receive and respond to inbound calls, emails and messages and send letters or reports to external organisations such as GP/Specialists and referring organisations
• Perform introductory calls and initial patient onboarding activities
• Orients and educates participants and their carers by explaining the role of the nurse care coordinator; initiating the program and/or service;
• Referrals: Work with the team to process incoming bookings, referrals and correspondence from external providers. Liaise with Operations Manager and Team to expedite referrals and their commencement in Valion Health Programs.
• Processing participant data collection and updating electronic medical records as required.
• Monitors delivery of care by documenting activity
• Confidentiality: Strictly maintain patient confidentiality
• Provides technical Support – participants
• Escalates care when appropriate.
• Communication: Communicate clearly and effectively with staff, participants, providers, and clients to ensure that problems and difficulties are avoided, resolved, or escalated to the appropriate individual.
• Maintains patient care database by entering new information as it becomes available;
• Participates in regular team meetings;
• Coordinates patient-reported outcomes (PROMs PREMs) collection
• Complete program feedback with program participants and providers
• Provides support for health professional provider team

Selection Criteria

• Demonstrated knowledge and experience in a health organisation
• Highly developed organisational skills include managing and coordinating a range of tasks and competing priorities and meeting deadlines with limited supervision
• Demonstrate excellent customer service, problem-solving, and analytical skills
• High levels of IT literacy