Customer Navigation Coordinator I

HonorHealth•Phoenix, AZ

About The Position

The Customer Navigation Coordinator I is the primary contact for customers reaching HonorHealth’s Customer Navigation Center. The role improves access to care and the patient experience by scheduling primary care and specialty appointments and supporting in-network referral recommendations. The coordinator facilitates or escalates patient navigation needs received through phone and MyChart channels. The position also supports insurance verification, referral and appointment requirements, patient inquiries, wayfinding, educational seminars, referral-status questions, and Tier I MyChart technical support. It requires documenting interactions and feedback, handling sensitive information in accordance with privacy requirements, and following the Emergency Caller Map Process for time-sensitive escalations. The listed schedule is varied weekday hours between 7:00 a.m. and 5:30 p.m.

Requirements

High school diploma or GED.
At least 6 months of customer service experience.
Typing speed of at least 45 words per minute (WPM).

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.
Knowledge of HIPAA/privacy practices.
Conversational Spanish.

Responsibilities

Demonstrate ICARE values while scheduling appointments in the EMR according to scheduling guidelines, patient preferences, location, and insurance plans.
Facilitate insurance verification.
Facilitate call transfers according to department instructions.
Verify that requirements for referrals, insurance plans, appointment types, and providers are met.
Ensure patient interactions comply with privacy and confidentiality regulations and policies.
Document telephone encounters for inbound inquiries and appointment questions about primary care and specialty medical services.
Respond to inquiries about wayfinding, educational seminars, referral statuses, and MyChart Tier I 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.
Elevate customer feedback opportunities to Trainers and Supervisors for consideration in training or the centralized knowledge base.
Assist customers with enrolling in and increasing their use of the MyChart app.
Perform other duties as assigned.