Navigation Coordinator

About the role

The Care Navigation Coordinator position will be responsible for answering and directing all incoming calls to Care Management Operations. The position requires stellar critical thinking skills as the main responsibility of the Navigation Coordinator is answering calls in a timely manner and either providing simple, essential problem solving for a patient or directing them to the appropriate department (or URL) to move them further through the funnel. This person will also be assigned miscellaneous operational projects or tasks within Care Management Operations.

We currently have two openings for this role, with the following schedules: Monday–Friday, 12:30 PM–9:00 PM ET, and Monday–Friday, 9:00 AM–5:30 PM ET.

What you'll do

• Schedule tele consults, appointments with Medical Managers and acclimation case holders with the Behavioral Care Team.
• Prepare and fax documentation for regulated patients.
• Resupply eligible patients.
• Complete assigned tasks and projects quickly and with consideration to appropriate priority.
• Provide general support for tools created with G Suite (or Microsoft Office/Office 365) utilized by staff.
• Respond and assist customers with inquiries and/or problem resolution.
• Work effectively as a team member.
• Communicate effectively via phone, video conferencing, email and text.

Qualifications

• Bachelors degree or equivalent, preferably in a health related field.
• Customer service experience in a high volume healthcare environment.
• Call Center experience a plus.
• Excellent critical thinking skills.
• Highly attentive to detail.
• Highly competent in understanding general system processes and logic.
• Ability to read and understand standard operating procedures and work descriptions in English, which includes HIPAA and system security policies and procedures.
• Ability to correspond professionally through email and other applications. 
• Ability to speak clearly and effectively to employees of the organization, vendors, patients or other practices (over the phone or in-person). 
• Ability to effectively communicate in a high pressure environment. 
• Ability to understand medical practice terminology or internal workflow terminology, as needed.