Customer Navigation Coordinator I Specialty

HonorHealth•Phoenix, AZ

About The Position

The Customer Navigation Coordinator I Specialty is the primary contact for customers contacting HonorHealth’s Customer Navigation Center. The role supports access to care and patient experience by scheduling primary care and specialty appointments, supporting in-network referral recommendations, and facilitating or escalating patient navigation needs received by phone or MyChart. The coordinator schedules appointments in the electronic medical record according to scheduling guidelines and patient preferences, location, and insurance plans, and facilitates insurance verification. The position also responds to inquiries about wayfinding, educational seminars, referral statuses, and Tier I MyChart technical support.

Requirements

High school diploma or GED.
At least 6 months of customer service experience.
Typing speed of at least 45 words per minute (WPM).
Medical experience is required.
Knowledge of HIPAA and privacy practices is listed as preferred.

Nice To Haves

At least 1 year of call center experience.
Basic knowledge of insurance plans and requirements.
Knowledge of physician specialties and hospital services offered.
Knowledge of medical terminology.
Conversational Spanish.

Responsibilities

Schedule appointments in the EMR according to scheduling guidelines, patient preferences, location, and insurance plans.
Facilitate insurance verification and support in-network referral recommendations.
Transfer calls according to department instructions.
Verify that referral, insurance plan, appointment type, and provider requirements are met.
Ensure patient interactions comply with privacy and confidentiality regulations and policies.
Document telephone encounters concerning inbound inquiries and appointment questions for primary care and specialty medical services.
Respond to inquiries about wayfinding, educational seminars, referral statuses, and Tier I MyChart technical support.
Document caller feedback and provide it to appropriate parties for follow-up or resolution.
Follow the Emergency Caller Map Process for time-sensitive escalations.
Raise voice-of-customer opportunities with Trainers and Supervisors for possible use in training or the centralized knowledgebase.
Assist customers with enrolling in and increasing their use of the MyChart App (EPIC EMR).
Perform other duties as assigned.