Customer Navigation Coordinator I

HonorHealth•Phoenix, AZ

4d•Onsite

About The Position

The primary contact for customers who contact the Customer Navigation Center. Primary role is to improve access to care and patient experience through primary care and specialty appointment scheduling and support in-network referral recommendations. Facilitate or escalate patient navigation needs from inbound communication channel (Phones and MyChart). HonorHealth is one of Arizona's largest nonprofit healthcare systems, with a culture built on warmth and neighborly kindness. They are dedicated to caring for the health and well-being of people and communities across the greater Phoenix area.

Requirements

High School Diploma or GED Required
6 months of customer service experience Required
Typing a minimum of 45 words per minute (WPM) Required

Nice To Haves

Epic and OnBase experience is a plus.
1 year of call center experience Preferred
Basic knowledge of insurance plans and requirements Preferred
Knowledge of physician specialties and hospital services offered Preferred
Knowledge of medical terminology Preferred
Knowledge of HIPPA/Privacy Practices Preferred
Bilingual in Spanish (Conversation) Preferred

Responsibilities

Schedule appointments in EMR in alignment with scheduling guidelines based on patient preference, location, and insurance plans.
Facilitate insurance verification.
Facilitate appropriate call transfers per department instructions.
Verify requirements for referrals, insurance plans, appointment types, and providers are met.
Ensure all patient interactions are compliant with privacy and confidentiality regulations and policies.
Document telephone encounters for inbound inquiries and appointment questions regarding primary care and specialty medical services.
Respond to inquiries for wayfinding, educational seminars, referral statuses, and MyChart Tier I tech support.
Document and provide feedback from callers to the appropriate parties for follow-up and/or resolution.
Follow Emergency Caller Map Process for time-sensitive escalations.
Elevate voice of customer opportunities to Trainers and Supervisors for implementation in training and/or centralized knowledgebase.
Assist customers in enrolling and increase customer utilization of My Chart App (EPIC EMR).
Perform other duties as assigned.