Patient Navigator

Why is Health Advocate a great place to work? For starters, Health Advocate employees enjoy helping people every single day. Employees are given the training they need to do their jobs well, and they work with supervisors and staff who are supportive and friendly. Employees have room to grow, and many of Health Advocate's supervisors are promoted from within the company. Join our award winning team!

2025:

• Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year - Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner

2024:

• Excellence in Customer Service Awards: Organization of the Year (Small)
• Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year - Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner
• Best in Biz Awards: Most Customer-Friendly Company of the Year - Medium and large category (Silver)

As part of Teleperformance in the US, we were also named #95 in the 2024 'Fortune 100 Best Companies to Work For®' in the USA by Great Places to Work (GPTW®)

Basic Function

Responsible for assisting patients in navigating the healthcare system by providing timely, foundational support that improves care engagement and coordination. Handles incoming calls and outreach to help patients with appointment scheduling, transportation, care coordination, and access to community resources. Transfers calls outside scope of responsibility to appropriate clinical or administrative resources. Verifies and updates patient information in appropriate systems.
Patient Navigator Focus

This role is designed to function as a Patient Navigator, providing patients with timely support to improve engagement and care navigation. Navigators will focus on connecting patients with the right resources, addressing barriers such as transportation or health literacy, and coordinating services across healthcare and community systems to reduce care delays and improve health outcomes.
Major Job Accountabilities

Service Functions - Support patients in navigating care pathways and accessing services while ensuring adherence to departmental and corporate policies and procedures:
- Connect with patients by phone, SMS, email, or IVR and quickly develop rapport to encourage engagement in care.
- Provide live member support, including appointment scheduling, transportation coordination, and medical record transfer.
- Offer basic clinical education and appointment preparation support.
- Screen for social determinants of health (SDOH) and make referrals to community resources and payer ecosystems.
- Transfer calls requiring licensed clinical support to the 24/7 nurse line or appropriate internal resources.
- Verify/collect appropriate demographic information and update in appropriate system.
- Follow up with patients, providers, and partners to ensure timely access to services and adherence to established policies.
- Exercise exceptional customer service skills in an effort to optimize each patient interaction.
- Ensure that all patient interactions comply with HIPAA and other applicable federal/state laws.

Research Assistance - Assist in resolving navigation and care coordination issues by identifying barriers and researching in a timely manner:
- Track patient needs through to resolution, documenting all interactions thoroughly.
- Continuously evaluate status of open cases, prioritizing tasks to provide timely, high-quality support.
- Monitor issue trends and escalate patterns to supervisor for improvements in service delivery.

Team Interfaces/Customer Service - Establish and maintain professional relationships with internal/external partners, team members, and department contacts:
- Cooperate with team members to meet goals and complete tasks.
- Provide quality service that exceeds patient expectations.
- Treat all internal/external stakeholders with dignity and respect.
- Escalate to supervisor any situation outside the employee's control that could adversely impact services.
- Act as mentor for new team members.
- Assist in user acceptance testing for system updates and enhancements.
- Participate in departmental improvement projects.
Mental and Physical Requirements

This position is primarily office-based, with frequent use of computers, telephones, and related technology. The role is sedentary in nature, with essential physical functions including fingering, grasping, and repetitive motions to utilize computer software/hardware. Essential mental functions include concentration, active listening, reading information, and verbal/written communication throughout the workday.
Related Duties as Assigned

The job description outlines the general nature and level of work but is not intended to be a comprehensive list of activities, duties, and responsibilities. Incumbents may be asked to perform other duties as required. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above.
Minimum Qualifications

Education

- High School Diploma or G.E.D required.
- Associate's degree from an accredited college or university with major coursework in healthcare, social work, business administration, liberal arts, or related field preferred.
- Preferred training or certification as a Medical Assistant, Social Worker, Community Health Worker, Patient Navigator, EMT or other healthcare related certifications and experience.

Experience
- Minimum of two years' experience in customer service, healthcare navigation, or patient support required.
- Experience in care coordination, community resources, or healthcare access preferred.

Company Overview


Health Advocate is the nation's leading provider of health advocacy, navigation, well-being and integrated benefits programs. For 20 years, Health Advocate has provided expert support to help our members navigate the complexities of healthcare and achieve the best possible health and well-being. Our solutions leverage a unique combination of best-in-class, personalized support with powerful predictive data analytics and a proprietary technology platform to address nearly every clinical, administrative, wellness or behavioral health need. Whether facing common issues or an unprecedented challenge like COVID-19, our team of highly trained, compassionate experts work together to go above and beyond expectations, making healthcare easier for our members and ensuring they get the care they need.

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Awards:

2025:

• Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year - Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner

2024:

• Excellence in Customer Service Awards: Organization of the Year (Small)
• Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year - Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner
• Best in Biz Awards: Most Customer-Friendly Company of the Year - Medium and large category (Silver)

2023:

• National Customer Service Association All-Stars Award: Service Organization of the Year.
• Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year - Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner

2022:

• Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year - Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner
• Excellence in Customer Service Awards: Organization of the Year (Small)
• Best in Biz Awards: Most Customer-Friendly Company of the Year - Medium and large category (Silver)

2021:

• Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year - Healthcare, Pharmaceuticals, and Related Industries, Silver Winner
• Stevie® Awards for Sales & Customer Service: Most Valuable Response by a Customer Service Team (COVID-19). Bronze Winner
• Best in Biz Awards: Most Customer-Friendly Company of the Year - Medium and large category (Silver)

2020:

• National Customer Service Association All-Stars Award: Organizations of 100 or Greater, Runner-Up
• Communicator Award of Distinction: October 2019 Broker News
• MarCom Awards: Gold, COVID Staycation Ideas brochure
• MarCom Awards: Platinum, 2021 Well-being Calendar
• Best in Biz Awards: Most Customer-Friendly Company of the Year - Medium category (Silver)

VEVRAA Federal Contractor requesting appropriate employment service delivery systems, such as state workforce agencies and local employment delivery systems, to provide priority referrals of protected veterans.

PAY TRANSPARENCY NONDISCRIMINATION PROVISION

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-I.35(c)