Care Navigator - 12:30pm - 9:00pm EST - Hybrid

R3 CONTINUUM LLC•Bloomington, MN

71d•Hybrid

About The Position

Workplace well-being is more important than ever. R3 Continuum has been recognized as a Best and Brightest Company to Work for In The Nation multiple times and won the Best Places to Work Award. The company embraces diversity and is a committed Equal Opportunity Employer. R3 Continuum is dedicated to helping people and organizations be more resilient and thrive. The Care Navigator works closely with the Care Navigation Center team to coordinate cases daily. This role involves assisting with the disbursement of case-related materials for consultants, scheduling and coordinating care navigation to client appointments, and tracking utilization. The Care Navigator will also process incoming requests, initiate cases in the designated case management system, complete appropriate follow-up, and handle all incoming documentation in compliance with security and HIPAA requirements.

Requirements

Ability to use independent judgment on exceptions to the rule and know when to deviate from established process
Ability to perform a variety of duties, often changing from one task to another of a different nature, and perform with frequent interruptions and/or distractions
Ability to think through the consequences of a decision prior to making it
Capacity to analyze and problem-solve issues in order to identify areas of process improvement and increase efficiencies
Able to work independently and handle and resolve problems on own, but also know when to collaborate with staff and be a team player
Ability to work independently and identify and act on potentially more effective methods of work operation
Ability to assess the importance and relevance of information and effectively and efficiently share information and relevant detail to the appropriate persons
Excellent verbal and written communication skills
Excellent interpersonal and customer service skills
Excellent organizational skills and attention to detail
Excellent time management skills with a proven ability to meet deadlines
Ability to function well in a high-paced and at times stressful environment
Proficient with Microsoft Office Suite or related software
Bachelor’s degree in business or a field related to mental health or four years of experience working in a professional call center environment required
Experience working with mental health professionals and coordinating services that are customized to client needs required
Experience working in a call center environment

Responsibilities

Triage cases to appropriate consultant in a timely manner, consulting with Senior Care Navigator and/or Sr. Manager, Care Navigation Center as necessary
Maintain case documentation, including scheduling, in eCase Manager (eCM) and client databases as applicable
Monitor service/team email inboxes
Process incoming miscellaneous invoices from consultants and collaborating with accounting team to ensure those invoices are billed and paid accurately
Monitor and respond to telehealth platform requests for appointments
Process and reconcile billing for Care Navigation Center services, following up with consultants as needed to obtain missing invoices
Assist in the development and enhancement of new services lines within Care Navigation Center
Make satisfaction calls to service recipients
Monitor multiple reports and make follow-ups as needed to ensure providers are adhering to departmental processes
Identify and participate in operational process improvement for the Care Navigation Center
Answer incoming calls from service recipients and providers
Participates in department and company meetings, as requested
Performs other duties as assigned