Care Experience Navigator

De Novo HRConsulting & Business Advisory•Philadelphia, PA

1d•Hybrid

About The Position

Our client is a mission-driven healthcare organization focused on providing personalized nutrition and wellness services, particularly for individuals managing chronic conditions or seeking preventive care. They are looking for a Care Experience Navigator to be the primary point of contact for patients/members throughout their journey with the company, from referral to program completion. This role involves guiding patients/members through program options and providing ongoing support to ensure a smooth and positive experience. The ideal candidate should be compassionate, detail-oriented, and capable of thriving in a fast-paced environment. This is a hybrid position.

Requirements

Associate or bachelor’s degree in healthcare administration or a related field.
Minimum of one year of experience in healthcare, medical office, or patient/member services.
Experience with EMR systems, digital platforms, and care coordination or patient/member navigation.
Strong communication, organizational, and problem-solving skills with keen attention to detail.
Empathetic, patient-centered, professional, and discreet with sensitive health information.
Tech-savvy with the ability to manage multiple priorities in a fast-paced environment.
Bilingual (Spanish and English) is required.

Nice To Haves

Background in behavioral health, nutrition, or specialty care preferred.

Responsibilities

Serve as the primary point of contact for prospective and enrolled patients/members via phone, email, and portal communication.
Create a welcoming, empathetic experience by building rapport and providing clear, timely support throughout the patient/member journey.
Communicate with patients about services, provider availability, insurance coverage, and next steps.
Assist Spanish-speaking patients/members to ensure clear communication.
Translate materials from English to Spanish when needed.
Support intake and onboarding by collecting and verifying demographic, insurance, and referral information; ensuring all forms, consents, and authorizations are completed accurately.
Coordinate insurance eligibility and benefits verification, as needed.
Schedule initial and ongoing appointments and coordinate with clinical, nutrition, administrative staff, and referring providers.
Provide orientation and onboarding support, including portal access, digital tools, meal profile management, and preparation for initial sessions.
Monitor onboarding and program engagement tasks and follow up to address outstanding items and encourage completion.
Maintain regular communication throughout the program, assisting with navigation, referrals, scheduling, rescheduling, and troubleshooting service-related concerns.
Accurately document all patient/member interactions in the EMR system.
Conduct midpoint and post-program satisfaction surveys, identify barriers to engagement, and escalate concerns as appropriate.
Participate in team meetings, contribute to process improvements, and comply with HIPAA, confidentiality standards, and company policies.