Care 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 main responsibility involves 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.

Responsibilities

• 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

• Bachelor's 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.
• Able to read and understand standard operating procedures and work descriptions in English, including HIPAA and system security policies and procedures.
• Able to correspond professionally through email and other applications.
• Able to speak clearly and effectively to employees of the organization, vendors, patients, or other practices (over the phone or in-person).
• Able to effectively communicate in a high-pressure environment.
• Able to understand medical practice terminology or internal workflow terminology, as needed.

Schedule

The schedule for this role is Tuesday-Thursday 12:30pm-9:00pm ET and Friday 9:00am-5:00pm ET.