Case Manager (Universal Patient Navigator)

REPORTS TO: Sr. Manager, Health Centers/Chief Clinical Officer

STATUS: Non-Exempt/Hourly

About PPTNM

Planned Parenthood of Tennessee and North Mississippi is one of Tennessee's oldest and largest private, non-profit health care agencies. For over 75 years, PPTNM has remained committed to providing high-quality, affordable reproductive services and education throughout Tennessee, north Mississippi, and parts of Arkansas and Kentucky. We have four health center locations in Tennessee - Memphis - Midtown, Memphis - Summer/I-240, Knoxville and Nashville.

Our mission is to improve health and well-being by providing high-quality, nonjudgmental sexual health care, honest and accurate sexuality education, and reproductive health and rights advocacy.

Covid Vaccination Requirement For Candidates Seeking Employment

PPTNM, as both a healthcare provider and a participant of Medicare/Medicaid, is subject to certain laws, regulations and orders requiring its workforce to be fully vaccinated against COVID-19 and its variants. PPTNM has therefore implemented a requirement that all employees be fully vaccinated. Candidates seeking employment with PPTNM will be required to: (1) be fully vaccinated against COVID-19 and its variants by their start date. Reasonable accommodations will be considered on a case-by-case basis for exemptions to this requirement in accordance with applicable law, and (2) submit proof of vaccination by their start date as a condition of employment with PPTNM.

Job Summary

The Universal Patient Navigator (UPN) is a community health professional case manager that focuses on navigating patient’s to various resources. This role will focus on two (2) key areas: Patient Navigation and Case Management managing patient cases/calls. Similar to a "case manager or social worker," the UPN helps guide the patient to resoiurces needed. These may include services, but not limited to: abortion care, LGBTQIA, transportation for healthcare, housing/lodging, etc.

Key roles the UPN will partner with: Chief Clinical Officer, Sr. Manager, Health Centers, Health Center Manager's and Call Center Representatives.

Location: onsite and in-office 5 days a week.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Patient Navigation

Advance patient navigation program goals and objectives for new and/or improved processes and systems that increase access to equitable patient care.

Identify and address existing gaps and opportunities within existing patient navigation processes, including screening processes, to ensure highest-need patients are being identified, routed, and connected to navigational support.

Maintain a strong data collection, tracking, and reporting and management system.

Maintain and develop comprehensive resource and referral sheets to connect patients to care and support services - including an internal, staff-facing document and patient-facing documents.

Working with external stakeholders and organizations to build and strengthen relationships, systems, and processes that support access to patient support resources.

Working to establish relationships with external vendors to facilitate access to key services, including but not limited to, transportation and lodging.

Perform other duties as assigned.

Case Management

Responsible for organizing schedules and managing appointments for patients to ensure they receive services in a timely manner and at a location most convenient for them based on the patient’s clinical care site preferences.

Inform the patient on financial aspects of care and linking the patient to financial resources as needed.

Work with the patient to identify logistical needs to access care and linking the patient to appropriate resources as needed.

Work with the patient to identify other support services as needed, and providing appropriate linkages.

Facilitate communication between the patient, support person(s) and/or organization(s), and healthcare providers to ensure patient satisfaction and quality of care.

Accommodate interpretive language services when needed

Work closely with other affiliate and call center staff as needed to meet patient needs.

Role Competencies

Performs other duties as required.

Relationship Building: With other care and service providers, including abortion funds and clinics, and local vendors

Problem Solving: Ability to handle complex problems and generate creative solutions for abortion patients

Patient-Centered Focus: Provides a compassionate and human touch that is focused on centering and prioritizing patient needs.

Fostering Communication: Ability to use active listening, and strong verbal and written communication skills

Self-Awareness: Recognizes and understands own emotions and drives, including disruptive emotions and thoughts. Understands the effect of external factors on oneself.

Teamwork: Ability to work well with others internally and externally

Knowledge, Skills, And Abilities For This Position

Must align with our mission that is in support of our LQBTQ+ community

Alignment with the mission and values of Planned Parenthood.

Able to demonstrate behaviors that represent the Affiliate’s Workplace Values.

Able to provide effective case-management to a varying caseload of patients

Attention to detail and accuracy in work is critical.

Excellent written and verbal communication skills.

Strong organizational and computer skills, including MS Word, MS Excel and health care administrative software (EMR/EHR).

Effective problem-solving skills and ability to multi-task

Must be an effective time manager and have strong organizational skills

Must be able to interface positively with patients

Must have integrity, energy, and enthusiasm.

Accepts a flexible work schedule including weekend and evening hours as necessary.

Job Requirements

EDUCATION: Associates or Bachelor’s Degree (Preferred), preferably in social work, human services, counseling, psychology, trauma care or project management

EXPERIENCE: Three (3)+ years of experience in case management, social work or human services work. Experience may be considered in lieu of education or a combination of both

CERTIFICATIONS (PREFERRED): CCM, LSW, CMSW

Compensation/Benefits Program

Competitive base salary commensurate with experience

100% Employer paid Medical, Dental, Basic Life/AD&D, STD, LTD (Employee Only Coverage)

Voluntary Vision, “Buy-Up” options on Basic Life, Spouse, & Dependent

401(k) plan with matching opportunity

Plum Benefits & Pet Insurance

Starting PTO of 15 vacation days within first year (pro-rated based on start date), 2 Floating Holidays and 10 Paid Holidays

This job description is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with this position. While intended to be an accurate reflection of the current job, management reserves the right to review and change this description as needed to maintain business goals and accomplishments. Job descriptions are reviewed periodically. This job description is not a contract.

Non-discrimination Statement/Acknowledgement

Parenthood of Tennessee and North Mississippi does not discriminate on the basis of race, color, religion, sex, sexual orientation, national origin, age, marital status, veteran status, citizenship, disability, atypical hereditary cellular blood trait, genetic predisposition or carrier status or any other characteristic protected by applicable law. PPTNM will make reasonable accommodations in compliance with Section 504 of the Rehabilitation Act of 1973; the Americans with Disabilities Act of 1990; and any subsequent revisions or additions to related law/regulations.

E-verify Participation

PPTNM participates in E-Verify and will provide the federal government with your form I-9 information to confirm that you are authorized to work in the U.S.