Navigation Center Representative

About the role

The Navigation Center Representative plays an important role in patient access, providing scheduling and navigation assistance to FHCN patients.

Responsibilities

• Schedules, reschedules, confirms, and cancels appointments per established protocols and in adherence to scheduling guidelines, health center procedures, and quality customer service standards.
• Verifies patient insurance and demographic information to appropriately complete pre-registration and health record updates.
• Responds to patient scheduling needs retrieved from the patient portal.
• Receives incoming calls and routes them to appropriate personnel network-wide (PBX function).
• Provides patient education on diversified program services, sends coherent clinical messages regarding patient needs to appropriate health center staff, and performs call follow-ups and outreach as needed, including ER and recall outreach.
• Uploads Triage Services reports to patient records (PBX responsibility).
• Supports streamlined patient flow coordination.
• Scrubs schedules for appropriate visit types and helps to rectify scheduling conflicts to reduce patient wait-time and to maximize provider schedules.
• Develops and sustains proficiency with the electronic medical record system.
• Maintains knowledge of program services to efficiently navigate patients.
• Demonstrates knowledge of provider specializations to minimize appointment errors and to help providers achieve their scheduling quotas.
• Monitors the Navigation Center queue to meet individual and collective performance metrics related to call management and quality standards.
• Self-reports performance outcomes for some tasks.
• Adheres to the Attendance and Absenteeism Policy; regular attendance is considered an essential function of the position.
• Ability to present to and work at any FHCN location, both at the beginning of a shift or during a shift, based on business need.
• Performs other duties as assigned.

Requirements

• Effective June 1, 2026: Proof of completion of high school with a minimum overall GPA of 2.5 or completion of General Educational Development (GED) with a minimum overall score of 162.5. If an individual has completed a higher-level degree with a stronger GPA, that GPA may be provided in lieu of the high school diploma.
• Two years of experience and knowledge of office or administrative processes and practices.
• A minimum of one year of experience in a health care or call center environment is preferred.

Skills

• Ability to prepare basic correspondence and simple reports in Microsoft Word.
• Ability to use Microsoft Excel to create tables and simple displays of information.
• Ability to create basic presentations in Microsoft PowerPoint.
• Effectively communicates routine or non-technical information to co-workers and others.
• Effectively communicates written information (including electronic correspondence) and verbal presentations.

Physical Demands

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regularly required to sit and use repetitive hand movement to type and grasp.
• Frequently required to stand or walk.
• Occasionally lift and/or move up to 20 pounds.

Pay

Hourly rate: $21.00 – $28.60