Care Navigator

Livara Health, Inc.

3h•$22 - $34•Remote

About The Position

Livara is seeking a strategic and adaptable individual for the position of Care Navigator who will report to the Chief Strategic and Clinical Operations Officer. The Care Navigator is responsible for helping patients with complex musculoskeletal conditions navigate and access healthcare as well as home and community-based services. In this role, you will work collaboratively with the care team to provide support, communication and coordination to Livara’s patients. This individual will serve as primary point-of-contact for coordination between Livara, external providers and patients for referrals and tests, assist patients with understanding their available benefits and out-of-pocket costs, and ensure there are no gaps in care or communication. The ideal candidate will have experience within healthcare, be a self-starter, and be passionate about serving patients.

Requirements

High school graduate or equivalent
Medical Assistant degree or other similar healthcare non-licensed degree
2+ years of Medical Assistant or Referral Coordinator experience
Experience with insurance eligibility and benefit verification including ability to provide breakdown of benefits analysis and out-of-pocket amounts to patients
Written and oral fluency in English
Clinical knowledge including familiarity with musculoskeletal conditions and related healthcare services
Internet connectivity: high speed internet
Effective interpersonal and customer relations skills
Strong professional level of written and oral communication skills as well as active listening skills
Ability to diffuse volatile situations and use good judgment and tact in dealing with patients
Strong problem-solving and decision-making abilities
Knowledge of medical terminology
Ability to multitask effectively and efficiently
Proficient in CRM, EMR, Call Center Tools, Microsoft Office and Google Drive
Ability to utilize resources in an organized manner

Nice To Haves

Fluent in Spanish
4+ years of Medical Assistant or Referral Coordinator experience

Responsibilities

Perform outbound calls to patients within 1-2 business days following Livara provider appointment to review next steps from the plan of care and connect them with appropriate resources
Verify insurance eligibility and benefits and provide patients with an estimate of their out-of-pocket costs
Obtain prior authorizations when required and educate patients on prior authorization process and requirements
Place referrals to external providers and facilitate patient scheduling with the local external providers
Perform outbound calls to patients and external providers to make appointments, confirm appointment time and location, and follow up on care
Obtain notes, test results, and other medical records from external providers
Assist patients with understanding & accessing their insurance benefits and community resources such as transportation assistance
Develop and maintain lists of local providers as well as relationships with key office personnel (e.g. schedulers, coordinators) at those local provider offices
Answer inbound calls from patients, providers and other resources
Document all interventions and patient related activities accurately within the electronic medical record (EMR) in a timely manner
Identify opportunities for improvement in workflows to increase efficiency and effectiveness of the position
Perform other duties as assigned
Demonstrate courteous, professional, and cooperative behavior towards teammates, patients and guests
Practice effective customer service in a manner perceived as pleasant, caring and responsive
Assist in problem-solving and meeting customer needs
Consistently seek out and respond to customer service issues and data
Work collaboratively with the care and onboarding teams to improve efficiency and effectiveness as well as patient and provider satisfaction
Demonstrate initiative with ability to think critically, multi-task, work independently, identify problems/barriers and present proposed solutions