Customer Navigation Coordinator II EG

About the role

Located at Deer Valley - 2500 W Utopia Rd, Phoenix, AZ 85027. Great care starts with great people. (Like you.) At HonorHealth, you’ll find something special. From humble beginnings in 1927 to one of Arizona’s largest nonprofit healthcare systems, our culture is built on warmth and neighborly kindness. Behind every smile is a highly skilled professional with deep expertise and an unwavering dedication to what matters most — caring for the health and well-being of people and communities across the greater Phoenix area.

Responsibilities

• Primary contact for patients who contact the Customer Navigation Center regarding ambulatory specialty provider referrals.
• Obtain referral authorizations, optimize care coordination, customer navigation, specialty appointment scheduling and support in-network referrals processing.
• Drive business to high quality, aligned specialists across the network.
• Demonstrate high level knowledge of insurance requirements for referral authorization and care coordination.
• Perform consistent coverage verification for patient appointments, including specialty referrals to HonorHealth Medical Group, PSAs, ACOs and aligned specialists in the network.
• Gather appropriate clinical documentation to support the referral authorization and subsequent specialty appointment scheduling.
• Keep current on all knowledge base articles and workflow changes posted in Teams Channels.
• Document both ordering and receiving provider by name and location within Referral Management System and EPIC so patient journey can be properly monitored, data reporting can be accurate and any gaps identified early.
• Understand and utilize provider scoring for quality, access to care, location, insurance compatibility when sending referrals to specialists; make the “best fit” recommendation when not otherwise indicated by ordering provider.
• Escalate any issues with provider data in Referral Management System or EPIC platforms so provider data can be quickly updated.
• Escalate any care availability or customer service issues with provider offices to Supervisor for follow up.
• Utilize internal and external resources to seek knowledge about insurance plans.
• Send proactive messages to both patient and ordering/receiving providers about referral processing statuses.
• Meet productivity metrics and quality KPIs on a daily/weekly basis.
• Perform other duties as assigned.

Requirements

• High School Diploma or GED required.
• Associate’s degree or medical assistant certification preferred.
• 2 years of call center experience required.
• Successful completion of competency module (Level 2) required.

Skills

• Typing minimum of 45 words per minute (WPM) required.
• Basic knowledge of insurance plans and requirements.
• Knowledge of physician specialties and hospital services offered.
• Knowledge of medical terminology.
• Bilingual in Spanish (conversation) preferred.

Schedule

Day shift, varied hours Monday–Friday, 7:00 am – 5:30 pm.