Memorial Hermann hospitals exercise an ER Navigation Program to address the problem of inappropriate ER use. Are you familiar with any such program?
ER Navigation places a Community Health Worker (CHW) in the Memorial Hermann ERs that are frequently used by uninsured and under-insured patients. CHWs identify clinics that best fit a patient's location, income, language, work hours, and bus routes and address issues that may lower the priority of health care (e.g., need for food stamps, rental support, or assistance with utilities). They make appointments, arrange transportation, share information and referrals to community/safety net programs, and educate about public benefits and other payment resources. CHWs initially meet patients during an ER visit. Still, much of their work is done in follow-ups, such as ensuring a clinic appointment was made/ was successful and assisting with the paperwork required for qualification for Medicaid, CHIP, or county indigent programs. Like Palliative Care, using an ER Navigation Program can significantly reduce the number of unnecessary emergency room visits and healthcare costs across the board. Share your opinion of these programs with the interviewer so they can see if you will be a good fit for the company culture if hired.
"I love this idea! Having worked in an emergency room for several years, I understand that uninsured or under-insured patients often feel their only option is to go to the ER when they are sick. Many do not realize how many resources there are for community members that may assist with healthcare and other needs. Also, having someone to follow up with patients once they leave the emergency room makes them feel like more than just a number, but like their well-being matters."
"I have never worked in a facility with a program like this, but I think it is a great way to provide education and continuity of care in a much broader way. Educating the people that come through the emergency department about available resources is great in itself, but helping them tap into those resources is a great way to give back!"
If you are familiar with such programs, describe your positive experience. If you are unfamiliar with this program, show the interviewer that you have researched the program and let them know how it can benefit the hospital.
