Central Inbound Health Navigator
Job Closed
Company
We are a healthcare company focused exclusively on serving rural communities. We believe in the old ways of medicine when you had access to your doctor 24/7. Unfortunately, the complexity of healthcare today makes it way too difficult for most patients to navigate the healthcare system. We built this business to make it easier for rural patients to access care. We partner with rural primary care, pharmacy and urgent care partners to meet patients where they are. Becoming an extension of their current healthcare team, we provide rural residents personalized assistance with their health care needs including a dedicated local health navigator, 24/7 access to a healthcare provider, medication refills, and help navigating insurance benefits. Our interdisciplinary care team uses an integrated technology platform to coordinate and manage comprehensive, longitudinal care. Our contract model with health plans puts us at risk for the financial and quality outcomes of our patients.
Overview
***RELEVANT JOB UPDATES*** 10/4: - Main Street Health is looking to hire up to 10 more Central Inbound Health Navigators to starts ASAP (10/11 preferred)! - Must have extensive call center experience - The client is finding those who are having success have call center experience as opposed to customer service experience - Must be comfortable spending all day on the phone and making a large quantity of outbound calls About Us: We are a healthcare company focused exclusively on serving rural communities. We believe in the old ways of medicine when you had access to your doctor 24/7. Unfortunately, the complexity of healthcare today makes it way too difficult for most patients to navigate the healthcare system. We built this business to make it easier for rural patients to access care. We partner with rural primary care, pharmacy and urgent care partners to meet patients where they are. Becoming an extension of their current healthcare team, we provide rural residents personalized assistance with their health care needs including a dedicated local health navigator, 24/7 access to a doctor, a world-class network of specialists, medication refills, and help navigating insurance benefits. Our interdisciplinary care team uses an integrated technology platform to coordinate and manage comprehensive, longitudinal care. Our contract model with health plans puts us at risk for the financial and quality outcomes of our patients. About the Role: Navigating the healthcare system can be intimidating and confusing for patients. The Health Navigator team’s role is to make it easy. And the first step in that direction is developing a trusted relationship with a patient. Your mission is to develop a deep level of trust with our patients, understanding their healthcare needs and engaging them on how we can best support them and their families, and arranging visits with our Health Navigator in the community. You help assist the community health navigator in communicating with and providing support for patients. ● Receive inbound patient calls ● Make outbound calls to prospective patients, providing education on our services ● Work closely with Health Navigators assigned to patients ● Schedule patient visits to support the patient’s needs as well as optimize the health navigators’ schedule ● Help patients communicate with their care team – including primary care, specialty care, and urgent care providers ● Expedite emergency clinical calls efficiently if received ● Process new appointments or changes to existing appointments ● Own, manage, convert, and enroll an assigned referral base ● Demonstrate compassion for individual needs, attention to detail, and collaborating with other team members ● Demonstrate a high level of professionalism and continuous improvement while participating in the call quality monitoring processes ● Work collaboratively and efficiently with other corporate and field-based team members to ensure patients receive exceptional service ● Document accurate and concise patient/family feedback and special needs during each call in our computer systems Requirements for This Role: ● Previous experience and success in exceeding individual and team goals in a fundraising, telephonic sales or similar position is preferred. ● Ability to multi-task and balance multiple, competing priorities. ● An exceptional customer service orientation featuring an empathetic, compassionate, and professional demeanor with each interaction. ● Problem solver, with demonstrated capacity to embrace complex problems and arrive at effective solutions in a timely manner. ● Ability to remain positive and keep forward momentum when faced with challenges and conveys that attitude to the team and to colleagues. ● Demonstrate short and long-term persistence in meeting objectives and personal development. ● Embrace change and constantly stretch one’s comfort zone in the spirit of constant improvement. ● Be an excellent communicator with an uplifting, and personable manner with outstanding phone etiquette. ● Excellent written communication skills with success in providing notes, updates, and written communications via computer systems. ● Working knowledge of the healthcare industry is strongly preferred. ● Excellent data-entry skills and proven ability to navigate multiple computer screens. ● Bilingual in the Spanish language is a plus. ● Perform miscellaneous job-related duties as assigned. ● Work a full-time 40-hour week, Monday-Friday 8am to 5pm CDT (1 hour lunch).