New Patient Service Navigator

Summary

The New Patient Service Navigator (NPSN) is responsible for managing the end-to-end new patient access experience, including registration, insurance verification support, scheduling, and outbound follow-up. This role ensures patients move efficiently from initial contact through appointment scheduling while minimizing barriers to care. The NPSN operates across inbound and outbound workflows, leveraging standardized processes, technology, and clinical support resources to improve access, increase scheduling efficiency, and enhance patient engagement.

Success Measures

• First contact scheduling rate
• Insurance verification accuracy
• Record collection completeness
• Outreach effectiveness and follow-up success
• Quality scorecard performance
• Reduction in scheduling delays
• Patient satisfaction

Minimum Qualifications

Education: High School Diploma/GED

Experience: 2 years of experience in patient access, scheduling, call center or customer service

Schedule: May require evening/weekend coverage

Required Skills

• Communication & Customer Service
• Attention to Detail
• Time Management & Organization
• Problem Solving
• Adaptability in a fast-paced environment
• Patient-Centered Focus
• Ability to manage high-volume inbound and outbound call activity
• Ability to manage multiple priorities
• Skilled at converting patient contact into scheduled appointments
• Skilled in overcoming barriers and patient hesitation
• Ability to maintain detailed and accurate documentation
• Ability to meet performance targets for productivity and conversion
• Ability to work in a metrics-driven environment while maintaining a compassionate and professional approach to patient interactions

Preferred Experience

• Healthcare or oncology experience
• Experience with insurance verification
• Experience with revenue cycle workflows
• Experience in high volume scheduling environments

Pay

$18.19 - $27.83 per hour. Actual compensation may vary based on location and a variety of job-related factors, including experience, skills, education, and internal equity among Team Members in similar positions.