Navigator - Virtual Substance Use Recovery Program (vSURP)

About the Role

The Navigator - Virtual Substance Use Recovery Program (vSURP) serves as the primary point of contact for patients enrolling in Mercy's innovative virtual treatment program. This role facilitates a seamless patient experience by providing compassionate, coordinated, and professional support throughout the treatment journey. The Navigator performs a variety of administrative, call center, data collection, and patient support functions while ensuring adherence to Mercy's mission, values, and service standards.

Responsibilities

• Patient Care Coordination
  • Serve as the primary contact for patients participating in the Virtual Substance Use Recovery Program.
  • Coordinate telemedicine appointments, assessments, testing, and follow-up visits.
  • Assist patients with accessing virtual care technology, including the MyMercy app and telehealth equipment.
  • Support patient admissions, onboarding, and discharge processes.
  • Communicate with patients, physicians, clinics, medical staff, and pharmacies to facilitate care delivery.
  • Coordinate referrals to appropriate internal and community-based resources.
  • Screen patients for Social Determinants of Health (SDOH) and connect them with available resources.
  • Maintain appointment scheduling and provider calendars.
• Communication & Patient Support
  • Answer incoming calls and provide timely assistance to patients and families.
  • Educate patients and caregivers regarding program services and treatment processes.
  • Conduct outreach and follow-up with prospective patients who have not completed admission.
  • Build and maintain professional relationships with community agencies and partners.
  • Exercise sound judgment and problem-solving skills in both routine and complex situations.
• Documentation & Administrative Support
  • Accurately document patient interactions, insurance information, referral sources, assessments, and services provided.
  • Collect, track, and report program data and performance metrics as requested.
  • Support registration, patient check-in, scheduling, and other clinic operations as needed.
  • Perform additional duties as assigned.
• Compliance & Safety
  • Maintain patient confidentiality and protect sensitive information in accordance with HIPAA regulations.
  • Adhere to infection prevention standards and safety protocols.
  • Comply with patient rights requirements, regulatory standards, and departmental policies.
  • Support Mercy's mission, values, service standards, and the National Association of Social Workers (NASW) Code of Ethics.

Requirements

• High School Diploma or equivalent.
• Current BLS certification or ability to obtain within six months of hire.
• Strong customer service and communication skills.
• Excellent organizational skills and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong computer proficiency, including Microsoft Word and Excel.

Preferred Qualifications

• Bachelor's degree in Social Work, Psychology, Behavioral Health, or a related field.
• Previous experience in a behavioral health, substance use recovery, healthcare, or social services setting.

Skills & Competencies

• Compassionate, patient-centered approach to care.
• Critical thinking and problem-solving abilities.
• Strong verbal and written communication skills.
• Ability to work independently and collaboratively within a multidisciplinary team.
• Adaptability and professionalism in a dynamic healthcare environment.

Benefits

• Medical, dental, and vision coverage.
• Paid time off.
• Tuition support.
• Matched retirement plans for team members working 32+ hours per pay period.