Patient Navigator
LanguageLine Solutions UK
- # Patient NavigatorApply: US Remote: Full time: Posted 2 Days Ago: R13370Why 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 FocusThis 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 RequirementsThis 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 AssignedThe 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.
- J-18808-Ljbffr LanguageLine Solutions UK
Vacancy posted 2 days ago
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