Care Navigator

Career Overview

The Care Navigator at Upward Health serves as the primary point of contact for patients, ensuring a seamless and coordinated care experience. This role involves facilitating communication between patients, their families, providers, and the Care Team, handling patient registration, insurance verification, scheduling, follow-up support after visits, and offering general administrative assistance. The Care Navigator plays a crucial role in optimizing patient care by coordinating with multiple healthcare providers, verifying insurance coverage, and supporting the broader Care Team to ensure smooth transitions and ongoing care.

Skills Required

• 3+ years of experience in a healthcare practice, preferably in a patient representative or care coordination role
• A high school diploma or GED
• Experience with health insurance, including verification and understanding of medical terminology
• Strong organizational skills with the ability to handle multiple tasks in a fast-paced environment
• Excellent oral and written communication skills for clear and efficient communication with patients, providers, and the Care Team
• Strong attention to detail to ensure that all information is accurate and comprehensive
• Technologically savvy, including proficiency with EHR and related systems
• Ability to work independently in a remote setting while collaborating effectively with team members
• Multilingual capabilities preferred, but not required
• Knowledge of community resources in the applicable geographic area

Key Behaviors

• Patient-Centered Focus: Ensures patients receive the support and resources they need by acting as the main point of contact and providing ongoing communication to help them navigate the healthcare system.
• Adaptability & Flexibility: Demonstrates the ability to change course and take on new tasks as needed, thriving in a fast-paced environment and responding to evolving patient needs.
• Urgency & Proactive Action: Works with a sense of urgency to ensure all administrative, clinical, and coordination tasks are completed promptly, helping to expedite the delivery of care for patients.
• Team Collaboration: Works cohesively with the Care Team, providers, and other stakeholders to ensure smooth care delivery and address patient needs effectively.
• Strong Communication Skills: Utilizes clear, empathetic, and professional communication with patients, their families, and healthcare providers to ensure all needs are addressed and met.
• Attention to Detail: Ensures all documentation and patient information is accurate, complete, and updated in a timely manner.

Competencies

• Care Coordination & Patient Advocacy: Demonstrated ability to facilitate the coordination of care across multiple providers and service levels, ensuring continuity and timeliness of patient care.
• Insurance & Billing Knowledge: Experience in verifying insurance information, handling prior authorizations, and addressing insurance inquiries to ensure patients are covered and have access to necessary services.
• Data Entry & Technology Proficiency: Ability to accurately enter data and navigate multiple healthcare technology systems, including EHRs and CRM platforms, to maintain organized and up-to-date patient records.
• Problem-Solving & Critical Thinking: Ability to identify and resolve issues that may arise in patient care coordination, such as insurance eligibility, scheduling conflicts, or resource gaps.
• Multitasking & Time Management: Capable of managing various tasks, such as scheduling appointments, patient follow-ups, and handling insurance inquiries, while maintaining attention to detail and deadlines.
• Cultural Competency & Empathy: Ability to effectively engage with patients from diverse backgrounds, demonstrating cultural sensitivity and empathy to meet their individual needs.
• Professional Boundaries & Confidentiality: Maintains appropriate professional boundaries with patients and team members while ensuring patient privacy and confidentiality in all interactions.

Upward Health Core Values

At Upward Health, we are committed to fostering a culture that values diversity, inclusivity, and excellence. Our core values guide us in creating a workplace where every employee feels valued and empowered to contribute their unique strengths and perspectives. We strive to build a community that supports growth, innovation, and collaboration, ensuring that everyone can thrive and make a meaningful impact in the lives of our patients.

Upward Health Benefits

At Upward Health, we believe that our employees deserve a comprehensive benefits package that supports their well-being and career growth. Our benefits program includes:

• Health insurance plans
• Paid time off
• Flexible spending accounts
• Retirement savings options
• Employee wellness programs

Upward Health YouTube Channel

Stay connected with Upward Health through our YouTube channel, where you can find informative videos about our services, patient stories, and more.