Care Experience Navigator (Bilingual - Spanish & English)
About The Position
Our client is a mission-driven healthcare organization dedicated to delivering personalized nutrition and wellness services. The company specializes in evidence-based nutrition counseling, often working with individuals who manage chronic conditions or seek preventive care. They are seeking a Care Experience Navigator to join the team! The Care Experience Navigator serves as the primary point of contact for patients/members throughout their journey with the Company, from initial referral through program completion. This role supports patients/members in navigating program options and provides ongoing guidance to ensure a seamless, positive experience. The ideal candidate is compassionate, detail-oriented, and excels in a fast-paced environment. This is a remote position working East Coast hours. Bilingual (Spanish and English) is required.
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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
Number of Employees
11-50 employees
