HEALTH NAVIGATOR POSITION REPORTS TO: East Africa Director
The Health Navigator will be responsible for helping Remit4Health’s beneficiaries understand who our partner healthcare providers are, the services that they provide, where partner healthcare providers are located, how Remit4Health’s beneficiaries can access available health and wellness interventions, including nutritional services, physiotherapy services, fitness activities and adopt healthy behaviours.
The Health Navigator supports Remit4Health beneficiaries as they engage with the health system and informs them about the appropriate use of available preventive and promotive primary healthcare services.
As a priority, the Health Navigator will promote, maintain, and improve the health of the beneficiary, provide social support and informal counseling, advocate for individuals and family health needs, and provide services such as medication support, blood pressure screening, accompaniment to appointments.
Each Health Navigator is responsible for managing all clinical and administrative duties for his/her cohort of beneficiaries and their families with the highest degree of professionalism, including but not limited to the following:
- Establish trusting relationships with Remit4Health beneficiaries and their families
- Maintaining professional, caring, and regular lines of communication with Remit4Health beneficiaries and their families
- Conduct onboarding interviews with each Remit4Health beneficiary in his/her panel, including:
- Confirming enrollment details and taking medical history
- Enrolling patients into Remit4Health approved service providers
- Assisting with registration with or renewal of the National Hospital Insurance Fund (NHIF) cover, where necessary
- Proposing the nearest clinical service provider to which the beneficiary should be linked
- Assist Remit4Health beneficiaries to schedule their first appointment with R4H health providers
- Provide appointment reminders
- Advocate for beneficiaries by ensuring they receive prompt and professional service, and being on standby for assistance should an issue arise
- Ensure that each Remit4Health beneficiary in their cohort has a care management plan in place, noting key milestones and the timeline for achievement of said milestones.
- Follow-up with Remit4Health beneficiaries via phone calls and home visits where necessary to ensure appropriate understanding of health conditions and how the conditions need to be managed, and offer additional support as needed.
- Be knowledgeable about community resources appropriate to needs of R4H customers/families
- Serve as the point of first contact for any disputes, concerns, questions or suggestions regarding the quality, timeliness or appropriateness of service provision
- Ensure that onboarding information is input into the system promptly on first contact with the beneficiary
- Establish contact with and maintain a relationship with the beneficiary’s payer, ensuring relevant communication flow on the beneficiary’s progress
- Ensure registration details of the beneficiary have been passed on to and entered into partner service providers.
- Present a daily clinical update on what is happening with each beneficiary, noting priority issues of concern or intervention that must be addressed.
- Ensure that beneficiary NHIF registration is up to date, renewing registration as needed throughout the year
- Ensure beneficiary appointments are logged into the system and notification sent to both the beneficiary and the partner service provider.
- Follow up with partner providers for any critical and necessary information required to manage the beneficiary’s case well, including care management plans, prescriptions, etc.
- Ensure prompt ordering and delivery of medication to beneficiaries.
- Maintain the beneficiary’s care management plan, tracking progress against goals, and highlighting concerns or considerations that may need to be taken into account.
- Have periodic touch points with beneficiaries in his/her cohort to ensure that their wellness plan is on track.
- Enroll/renew NHIF membership for beneficiaries
- Maintain a log of any issues that need resolution with regard to operations, feedback on service delivery, concerns raised by members or payers, etc.
- KCSE Certificate holders with a preference for KMTC Nursing Certification; Clinical Officers; or Pharmacy Technicians with minimum 3 years’ full-time work experience.
- Successful completion of at least one formal training programme in community health, such as from an educational institution or implementing organization is preferred. Experience working in a community-based setting for at least 1 to 2 years preferred.
- Superior written and oral fluency in Swahili and English required. Oral fluency in local languages is important
- Experience working in a multicultural setting.
- Demonstrated proficiency in computer skills, including Microsoft Word, Excel, and customer relationship management (CRM) systems. .
- Experience in administrative or accounting/finance functions preferred.
- Superior communication skills, including proven listening skills, and ability to communicate appropriately in a medical setting.
- Ability and willingness to provide emotional support, encouragement and motivation to patients.
- Ability to treat customers with the highest degree of respect and discretion.