Patient Navigator

📋 Description

• • At Health Advocate, the Patient Navigator role is a critical front-line position focused on enhancing patient outcomes through proactive support, compassionate communication, and meticulous care coordination. This is not a typical call center job; it's an integral part of ensuring patients receive timely and appropriate healthcare, removing barriers that often impede access to care.
• • As a Patient Navigator, you will be the primary point of contact for patients, guiding them through complex healthcare systems. Your mission is to make healthcare more accessible and understandable, directly impacting their health journey and overall well-being.
• • You will be responsible for engaging patients through various channels, including inbound calls, proactive outreach via phone, SMS, and email. Building rapid rapport and encouraging active patient participation in their care plan are key aspects of this role, ensuring patients feel supported and guided every step of the way.
• • A significant part of your role will involve identifying and addressing barriers to care. This includes assisting with practical needs such as appointment scheduling, coordinating transportation, and facilitating the transfer of medical records. You will also play a crucial role in identifying and addressing Social Determinants of Health (SDOH) that may impact a patient's ability to access care.
• • Connecting patients with relevant community resources and navigating the complexities of payer ecosystems are essential functions. By proactively addressing these challenges, you will help reduce care delays and improve the continuity of care, leading to better health outcomes.
• • Accurate documentation and strict adherence to compliance standards are paramount. You will be responsible for verifying and updating patient demographic information in internal systems, meticulously documenting all patient interactions, and ensuring every action complies with HIPAA and other applicable federal and state regulations.
• • Your daily activities will involve providing live patient support for appointment scheduling and care coordination, offering basic clinical education, and guiding patients on appointment preparation. For more complex clinical needs, you will seamlessly transfer calls to the 24/7 nurse line or other appropriate internal teams.
• • You will actively track patient needs from initial contact through to resolution, researching and identifying barriers that hinder care access. Prioritizing open cases to ensure timely support and monitoring trends in patient issues to escalate patterns to your supervisor for service improvement are also key responsibilities.
• • Collaboration is vital. You will work cooperatively with internal teams to achieve service goals, escalate complex or out-of-scope situations appropriately, and contribute to departmental improvement initiatives. You may also assist with user acceptance testing for system updates and enhancements, and mentor new team members as needed.
• • The ideal candidate is service-driven, detail-oriented, and possesses a deep sense of compassion. You understand that effective healthcare navigation requires both efficiency and empathy. You are comfortable working across multiple systems, documenting information accurately, and possess a proactive mindset with strong organizational skills.
• • This role offers a unique opportunity to make a tangible difference in people's lives by simplifying their healthcare experience. You will be part of an award-winning team that is recognized for its excellence in customer service and its commitment to employee growth and support.
• • Health Advocate is committed to providing its employees with the training and resources needed to succeed. Many supervisors are promoted from within, offering clear pathways for career advancement within the organization. Join a company that values its employees and is dedicated to improving healthcare access for all.
• • The compensation for this role is $17.71 per hour, and the position is fully remote, offering flexibility and work-life balance. You will be equipped with the necessary technology and support to perform your duties effectively from your home office.
• • By joining Health Advocate, you become part of a leading organization dedicated to health advocacy, navigation, and well-being programs. Your work will directly contribute to helping members navigate healthcare complexities and achieve optimal health outcomes, leveraging a combination of personalized support and advanced technology.
• • This role is ideal for individuals who are energized by helping others, solving complex problems, and making healthcare more accessible and understandable. If you are passionate about patient advocacy and possess the required skills and dedication, we encourage you to apply and help redefine Patient Navigation.