Care Navigator (Full-Time)

About the role

The Care Navigator at Diana Health is a unique position designed to enhance the traditional maternity care experience. You will be guiding patients throughout their entire care journey, ensuring they have the support and resources they need.

Responsibilities

• Act as the first line of communication for new and prospective patients:
• Respond to incoming phone calls of prospective patients, nurturing leads leveraging the CRM
• Learn about patients' individual needs and introduce them to the Diana Health care program
• Verify patients' insurance benefits and help them navigate their benefits as they sign up for care
• Ensure patients have a strong experience by welcoming them to the practice and documenting key preferences in EMR
• Maintain strong communication with obstetrics patients over the course of their care, including proactive outreach at key milestones:
• Engage new patients before their first appointment, after their first appointment, and after their third appointment as they begin their care journey
• Support patients to develop and fine-tune their care plans and to connect to resources, as needed
• Engage postpartum patients based on clinical protocols and connect patients to relevant resources and providers
• Provide additional support to those patients identified as benefiting from higher touch:
• Additional outreach and connection to community resources for those with Social Determinants of Health (SDoH)
• Additional outreach and check-ins to those with medical risks
• Contribute to the evolution of Diana Health’s product as we build our prenatal and postpartum care program:
• Systematically collect feedback from patient interactions to contribute to continuous improvement initiatives
• Communicate regularly with clinical and administrative leaders in the practice to provide feedback on client needs and preferences
• Help to identify and implement changes as necessary:
• Collaborate with the team to refine processes and improve patient care

Qualifications

• Bachelor's degree and 2+ years of relevant experience in a customer-facing role, ideally in healthcare
• Excellent communication, interpersonal, and organizational skills
• Strong computer skills; familiarity with EMRs is preferred but not required
• Knowledge of health insurance policies, including copays, coinsurances, referrals, verifications of insurance

Benefits

• Competitive compensation
• Health; dental & vision, with an HSA/FSA option
• 401(k) with employer match
• Paid Time Off
• Paid Sick Time
• Paid Parental Leave

Diana Health Culture

• Having a growth mindset and striving for continuous learning and improvement
• A positive, can-do / how can I help attitude
• Empathy for our team and our clients
• Taking ownership and driving to results
• Being scrappy and resourceful