Clinic Patient Care Navigator

Clinic Patient Care Navigator Rely Health, Walnut Creek, California, United States About this position About Rely Health At Rely Health, we leverage a comprehensive suite of technology tools to ensure every patient receives personalized support throughout their healthcare journey. Our patient care navigators utilize advanced AI-driven solutions, multi‑channel communication platforms, and real‑time data analytics to provide high‑quality, cost‑effective, and accessible care to diverse communities across the United States. By combining human empathy with cutting‑edge technology, Rely Health ensures comprehensive, efficient, and accessible care navigation for all patients, regardless of their location or circumstances. Our solution not only reduces worry and frustration for patients and their families but also improves overall health outcomes and reduces the total cost of care. About the role The patient care navigator serves as the first point of contact for inbound patient calls routed through the clinic. They handle appointment scheduling, rescheduling, and confirmation; answer patient questions about appointments, preparation, and office logistics; and escalates complex, clinical, or sensitive matters directly to clinic staff. In addition to scheduling duties, the navigator serves as the on‑site Rely Health liaison, working alongside the provider team daily to answer questions about Rely tools and processes, surface call trends, and identify opportunities to improve the technology stack and front‑desk experience. The navigator is an employee of Rely Health performing services on behalf of BASS Medical Group and observes all BASS Medical Group site rules, policies, and protocols while on site. What you’ll do Respond to patient needs within the scope of the position; establish relationships and serve as the primary point of contact for patients and their families or caretakers. Answer inbound patient calls; schedule, reschedule, and confirm patient appointments. Address patient questions regarding appointments, preparation, and office logistics. Escalate complex clinical or sensitive calls promptly to clinic staff. Communicate with patients in person and via phone, email, and AI‑assisted tools; maintain a calming, non‑judgmental presence. Investigate and resolve patient and provider inquiries and concerns in a timely manner. Assist patients with medical coordination, including obtaining primary care or specialist providers, scheduling follow‑up appointments, and providing pharmacy linkages. Assist patients with social coordination, including referrals to financial counselors, insurance enrollment specialists, or social workers. Utilize motivational interviewing to communicate with patients in a respectful, culturally appropriate, non‑judgmental manner. Coordinate patient transitions, transportation, referrals, and authorizations. Maintain documentation in all required systems and complete reporting on time. Maintain frequent contact with client site leadership for ongoing program participation and collaboration. Manage more complex care coordination cases with greater autonomy. Independently identify care gaps through patient data and initiate proactive, metric‑driven outreach. Conduct thorough needs assessments and tailor care coordination strategies to individual patients. Analyze patient data using care management tools to identify clinical protocols, utilization patterns, and outreach opportunities. Provide constructive, timely product feedback on enhancements and workflow improvements. Be willing to test and pilot new tools or product features. Serve as on‑site Rely Health liaison for day‑to‑day questions about Rely tools and processes. Surface call trends and identify opportunities to improve the technology; share recommendations during regular check‑ins. Support monthly performance reporting (calls handled, appointments scheduled/rescheduled/confirmed, escalation categorization, inquiry trends). Stay current on local resources and refer patients appropriately. Build direct relationships with referral sources, clinics, and community partners to improve care access. Qualifications Minimum Required Qualifications High school diploma or GED. 2+ years of full‑time equivalent experience in patient care navigation or related healthcare coordination role. Familiarity with healthcare technology platforms and tools. Ability to work independently in a fast‑paced, community‑based environment. Ability to maintain a high level of productivity autonomously. Understanding of and ability to comply with all HIPAA and confidentiality requirements. Preferred Qualifications Experience working with individuals within hospitals or public health settings. Experience with underserved populations. Knowledge of Medicare, Medicaid, and commercially insured payer common practices and policies. Individuals with lived experience. Experience using technology, apps, and software. Bilingual proficiency is a plus. Bilingual Navigators are eligible for a bilingual pay differential based on language proficiency and role requirements. Competencies (Knowledge / Skills / Abilities) Knowledge of medical terminology. Knowledge of HIPAA and Protected Health Information (PHI) rules and practices. Proficiency in Microsoft Office, Google Suite, and video conferencing. Strong interpersonal, verbal, and written communication skills. Ability to remain organized and manage competing priorities. Ability to work within established timeframes as part of a care team or independently. Relationship‑building with patients and care team members. Active listening and motivational interviewing skills. Ability to use logic and reasoning to approach problems and identify alternative solutions. Flexible and creative problem‑solving. Non‑judgmental and energetic. Ability to manage complex, multi‑stakeholder care cases independently. Data analysis skills—ability to identify care gaps and drive metric‑based outreach. Strong community relationship‑building skills. Constructive product feedback and cross‑functional collaboration skills. Deeper knowledge of insurance, billing, and healthcare systems. Licensure / Certification None required. Travel 5% – Limited to occasional trainings or meetings. Benefits 401(k) Dental insurance Health insurance Vision insurance Long‑term/short‑term disability and life insurance Technology reimbursement Paid time off (vacation, sick, holiday) Paid parental leave Professional development Pay Range 22 – 25 USD per hour (Walnut Creek) EEO Statement Rely Health does not discriminate against any person on the basis of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information (including family medical history), veteran status, marital status, pregnancy or related condition, or any other basis protected by law. Rely Health is committed to complying with all applicable national, state, and local laws pertaining to nondiscrimination and equal opportunity. #J-18808-Ljbffr