Patient Navigator

Guide Patients Through Their Care at a Fast Growing Surgical Center & Healthcare Brand Join our patient-centered healthcare team as a Patient Navigator and play a vital role in ensuring patients have a seamless, organized, and positive experience from their initial contact with Well&You through the delivery and follow-up of their care. Patient Navigators serve as a primary point of contact for patients and help coordinate the administrative components of their care, including registration, scheduling, insurance verification, prior authorizations, patient payments, medical records, and communication with providers and other healthcare organizations. What sets this opportunity apart? Our outpatient setting is designed to support a more predictable, balanced schedule while providing meaningful patient care — with no weekends or major holidays, and the opportunity to be home with family on evenings, weekends, and holidays. As a Patient Navigator here, you’ll be an important connection between patients, providers, clinical teams, referring practices, and insurance companies, with real ownership over patient needs from first contact through completed care. Why This Role is an Opportunity Enjoy predictable outpatient hours and flexible scheduling, with no weekends or major holidays. Build broad expertise across scheduling, insurance verification, prior authorizations, and patient financial workflows. Serve as a trusted point of contact who takes real ownership of each patient’s journey. Work closely with physicians, clinical teams, and referring practices across a growing multispecialty practice. Be part of a growing organization that values consistency, accountability, and a supportive, team-oriented culture. Duties/Responsibilities Serve as a primary point of contact for patients throughout their care journey. Answer incoming telephone calls professionally, courteously, and efficiently. Establish a positive first impression and consistently deliver an exceptional patient experience. Meticulously obtain patient information by telephone and accurately document information within the electronic medical record (EMR). Greet and assist patients during check-in and check-out. Assist patients with required forms, registration documents, insurance information, and other administrative requirements. Communicate appointment details, preparation instructions, provider recommendations, and follow-up requirements clearly. Respond to patient questions within the scope of the position and appropriately route clinical questions to licensed clinical staff. Monitor patient messages and ensure inquiries are addressed or routed to the appropriate team member. Assist patients in understanding the administrative steps required to move forward with their care. Demonstrate empathy, patience, professionalism, and discretion during every patient interaction. Identify patient concerns or barriers to care and proactively work with the appropriate team member to resolve them. Escalate complex patient concerns or service issues to leadership when necessary. Scheduling & Care Coordination Schedule office visits, diagnostic testing, procedures, consultations, and follow-up appointments according to the patient’s plan of care. Maintain close attention to the details and sequence of each patient’s treatment plan when scheduling. Review provider orders and instructions to ensure appointments are scheduled appropriately. Coordinate multiple appointments when necessary to create an efficient patient experience. Confirm appointments and communicate necessary preparation instructions to patients. Follow up with patients who need additional appointments, testing, procedures, or consultations. Assist with rescheduling cancelled or missed appointments. Proactively follow up with patients who cannot initially be reached. Monitor outstanding scheduling tasks and ensure they are completed. Coordinate with providers, clinical staff, scheduling teams, and other departments to resolve scheduling barriers. Liaise with referring physician practices and other healthcare organizations professionally and discreetly. Support patient admissions and treatment coordination according to established organizational protocols. Maintain accurate and timely documentation of scheduling and patient communication activities. Capture and verify patient demographic information accurately. Maintain accurate patient contact information within the EMR. Ensure required registration forms and documentation are complete. Review patient records for missing information and obtain necessary documentation when appropriate. Accurately document patient interactions, appointments, insurance information, and other relevant administrative activity. Scan, upload, label, and appropriately organize patient documents within the EMR. Ensure documentation is complete, timely, and easy for other members of the healthcare team to understand. Protect patient confidentiality and maintain HIPAA compliance at all times. Insurance Eligibility & Prior Authorizations Capture and document insurance information accurately. Verify patient insurance eligibility and benefits according to established workflows. Confirm insurance coverage information prior to scheduled services when applicable. Identify when referrals or prior authorizations are required for office visits, testing, or procedures. Assist with or coordinate prior-authorization workflows according to established responsibilities and protocols. Maintain working knowledge of common payer requirements and authorization processes. Track outstanding authorization requirements and follow up to prevent unnecessary delays in care. Communicate insurance or authorization issues to patients and appropriate internal departments. Collaborate with authorization, scheduling, clinical, and revenue cycle teams to resolve insurance-related barriers. Maintain accurate documentation of eligibility and authorization activity within applicable systems. Escalate complex payer or authorization issues appropriately. Collect applicable copays, deductibles, coinsurance, and other patient payments according to established workflows. Clearly and professionally communicate known patient financial responsibilities. Accurately document patient payments within applicable systems. Follow established payment collection and reconciliation procedures. Provide patients with appropriate payment documentation or receipts. Escalate complex billing or financial questions to the appropriate department. Maintain professionalism and discretion when discussing patient financial information. Medical Records & Administrative Support Obtain medical records, imaging reports, laboratory results, and other documentation required for upcoming patient appointments. Coordinate with outside medical practices to obtain necessary patient information. Assist with sending medical records according to established authorization and HIPAA procedures. Ensure providers have appropriate documentation available before scheduled patient encounters. Assist physicians, clinical staff, administrative staff, visitors, and patients professionally. Support administrative projects and operational needs as assigned. Participate in team meetings, training, and workflow improvement initiatives. Perform additional duties as assigned to support patient care and practice operations. Maintain ownership of assigned patient tasks from initiation through completion. Track outstanding patient needs and ensure appropriate follow-up occurs. Proactively contact patients regarding incomplete scheduling, missing information, insurance requirements, or other barriers to care. Document all patient contact attempts and outcomes appropriately. Identify patients who may be at risk of falling out of the care process and take appropriate steps to re-engage them. Coordinate with appropriate departments when a patient’s care is delayed because of scheduling, insurance, authorization, records, or administrative barriers. Ensure patients understand their next steps before completing interactions whenever possible. Escalate unresolved barriers to the appropriate supervisor. Demonstrate a strong commitment to finishing what you start and ensuring patients do not unnecessarily fall through the cracks. Required Skills/Abilities Excellent customer service and patient communication skills. Strong understanding of medical office and patient access workflows. Demonstrated ability to interact professionally with patients, healthcare professionals, referring practices, and insurance companies. Working knowledge of insurance eligibility, referrals, and prior-authorization processes for office visits and procedures. Excellent verbal and written communication skills. Strong listening skills and ability to communicate complex administrative information clearly. Exceptional attention to detail and commitment to accuracy. Excellent organizational and time-management skills. Ability to effectively prioritize and manage multiple responsibilities. Strong administrative and planning skills. Strong problem-solving and critical-thinking abilities. Ability to identify problems and proactively work toward solutions. Ability to remain professional and effective under pressure. Ability to appropriately respond to urgent or unexpected situations. Knowledge of standard practices and procedures within an outpatient medical environment. Ability to work independently while collaborating effectively with individuals in different clinical and administrative roles. Flexible and adaptable to changing workflows, patient needs, and organizational priorities. Ability to create structure and organization within a fast-paced, growing environment. Trustworthy, dependable, self-motivated, and quick to learn. High degree of discretion and ability to appropriately handle confidential patient and organizational information. Strong proficiency with technology and ability to quickly learn new healthcare applications and systems. Proficiency with electronic medical record (EMR) systems preferred. Strong follow-through and ability to manage assigned responsibilities through completion. Passion for healthcare excellence and delivering an exceptional patient experience. Education and Experience Bachelor’s degree highly preferred; substantial directly relevant medical office experience may be considered in lieu of a degree. Minimum of three (3) years of direct medical office experience in a healthcare setting preferred. Experience in medical reception, patient navigation, patient access, scheduling, insurance verification, prior authorization, or a related healthcare function strongly preferred. Experience working in an outpatient or specialty medical practice preferred. Experience using electronic medical record systems and healthcare technology preferred. Familiarity with insurance eligibility and prior-authorization workflows strongly preferred. Physical Requirements Prolonged periods of sitting at a desk and working on a computer. Frequent use of telephones, computers, keyboards, and other office technology. Ability to move throughout clinical and administrative areas as necessary. Must be able to lift up to 15 pounds at times. Ability to perform the essential functions of the position with or without reasonable accommodation. Core Values We are seeking a candidate who embodies the following core values and traits that are essential to our team culture: Accountability: Takes ownership of responsibilities, decisions, and outcomes and consistently follows through. Clarity: Communicates information, expectations, and concerns clearly and concisely. Effective Communication: Demonstrates strong, professional verbal and written communication with patients, providers, coworkers, and leadership. Empathy: Understands others’ perspectives and builds meaningful connections through compassion and patience. Hard Work: Is driven, diligent, and committed to putting forth the effort required for excellence. Humility: Remains open to learning and feedback and recognizes the contributions of others. Integrity: Upholds strong moral and ethical principles and demonstrates honesty and professionalism. Open-Mindedness: Welcomes new ideas, innovation, change, and diverse perspectives. Reliability: Consistently follows through on commitments and can be counted on by patients and team members. Respect: Treats patients, providers, colleagues, and stakeholders with professionalism and courtesy. Teamwork: Collaborates effectively with others and prioritizes shared patient-care and organizational goals. Transparency: Communicates openly and appropriately to promote accountability and trust. Trust: Builds and maintains strong relationships through dependability, consistency, honesty, and follow-through. Predictable outpatient hours and flexible scheduling when possible Seven paid holidays Two weeks of PTO and three sick days 401(k) eligibility after one year of employment, with up to a 4% match Short-Term Disability, Long-Term Disability, Life Insurance, and Accident Insurance #J-18808-Ljbffr Well & You