Case Navigator

Think Research Corporation•Toronto, ON

54d•Remote

About The Position

The Case Navigator will interact with clients and support them in their journey by completing assessments and routing them on the path forward to receive care. This is a full-time, remote position with an expected salary range of $50,000–$60,000 CAD annually, depending on experience and qualifications. Think Research may use artificial intelligence–enabled tools to support parts of the recruitment process, such as application screening or candidate matching. These tools are used to assist — not replace — human decision-making.

Requirements

Successful completion of a college diploma preferably in the field of Medical Office or Business Administration from an accredited educational institution
Minimum of 2 years customer service experience in a health care environment and very comfortable with the Nova Scotia health care system
Experience in a call center or triaging role
Excellent interpersonal and communication skills
Demonstrated ability to handle multiple tasks and prioritize work in an efficient and organized manner
Well developed time management skills and can problem solve effectively
Superior written/oral communication and presentation skills; excellent interpersonal and relationship building skills; ability to effectively convey factual information and detailed explanations
Demonstrated ability to make decisions, exercise good judgment, discretion and initiative when dealing with confidential information and/or in responding to inquiries
Cultural competence, respect, enthusiasm, compassion, reliability, dedication, client-centeredness
Very comfortable with technology and software
Self-motivated with a passion for providing high quality client services and building relationships

Responsibilities

Answer and triage phone calls/ chats throughout the shift
Review each client's case and assess the best path forward based on completed documentation and other tools provided
Effectively discuss options with the patient and and route patient accordingly
Provide clients with information and resources in a clear and effective manner
Ensure that all data regarding the client and the case is captured appropriately within the software provided prior to closing a case
Maintain the privacy and security of all confidential and protected health information
Ensure all processes follow government mandated and regulatory compliance protocols
Performs other duties as assigned
Must be flexible to work weekends and Statutory Holidays