Health Insurance Navigator/PSR

Cayuga Health System•City of Ithaca, NY

4d•Hybrid

About The Position

The Health Insurance Navigator / Patient Service Representative (HIN/PSR) is a hybrid, student facing position supporting the comprehensive health care and insurance needs of Ithaca College students and their families. This role is structured to dedicate approximately 60% of effort to Health Insurance Navigator responsibilities and 40% to Patient Service Representative functions, with flexibility to shift based on student volume, peak service periods, operational demands, and special projects. This position is intentionally evolving as Student Health Services expands education, outreach, and operational support. The successful candidate must be adaptable, flexible, and comfortable in a dynamic environment, with responsibilities that change in response to institutional priorities, accreditation standards, seasonal fluctuations, and emerging student needs. During periods when the College is on academic break and Student Health Center activity is reduced, the individual will be required to float and provide coverage at other CMA practices, based on organizational needs. This role requires availability for evening shifts until 7:00 p.m. and weekend coverage as assigned particularly during the academic year. The position reports to the Office Coordinator and works collaboratively with clinical staff, administrative teams, athletics, and campus partners.

Requirements

High school diploma or equivalent.
Strong organizational, communication, and multitasking skills.
Comfort in student facing, publics peaking, and outreach settings.
Ability to handle confidential information with discretion.
Proficiency in Microsoft Office and electronic health record systems (EPIC preferred).
Willingness to work evenings, weekends, and float to other CMA practicesas required.

Nice To Haves

Experience in healthcare administration, insurance navigation, or patient services.
Knowledge of health insurance, referrals, prior authorizations, and claims processing.
Experience in a college health or student-centered healthcare environment.

Responsibilities

Provide one-on-one consultationsfor students and families regarding insurance coverage, benefits, cost of care, prior authorizations, and access to services both on and off campus.
Assist students with complex or recurring insurance issues, including nonparticipating providers, out of network care, repeated claims, and authorization challenges.
Proactively review clinic schedules to identify students who may benefit from early insurance consultation.
Serve as a forward-facing representativefor insurance education and student engagement.
Participate in and support outreach events, including but not limited to: Admissions activities Student and Family Orientation Move-in programming Summer on South Hill events
Conduct tabling, workshops, and presentations focused on: How to use insurance on and off campus Urgent Care vs. Emergency Room vs. Health Center utilization Understanding deductibles, copays, referrals, and out of network coverage Student athlete insurance coordination
Develop educational materials and digital content, including LCD screen messaging and handouts.
Act as a content creatorsupporting insurance education initiatives.
Support SHIP enrollment and waiver periods.
Coordinate with PSR/front desk staff to ensure enrollment dates and deadlines are clearly communicated.
Assist students with enrollment, waivers, and insurance troubleshooting.
Participate in ongoing evaluation and improvement of SHIP workflows.
Initiate and track prior authorizations, including diagnostic imaging.
Support referral management and insurance coordination.
Manage athletic insurance, including secondary policy setup and athletic claims.
Identify high risk students with recurring insurance barriers and initiate early interventions.
Run and track reports including: Open orders Open diagnostic imaging Open referrals PCMH Dashboard metrics
Enter and maintain accurate insurance related documentation, alerts, and follow up tracking.
Support AAAHC policies and procedures, including documentation updates.
Maintain confidentiality and regulatory compliance.
Greet, check in, and register patients; verify and update demographic and insurance information.
Assist students with consent forms and intake paperwork.
Answer phones, triage calls, and route messages appropriately.
Assist with admissions, discharges, transfers, and patient flow.
Provide PSR coverage during high volume periods, evenings, and weekends as assigned.
Support seasonal clinics and events, including flu pod operations.
Assist with diagnostic imaging workflows and follow-up.
Provide administrative support to providers and clinical staff.
Assist during peak processing times and summer chart prep.
Enter chart alerts noting LOA dates and status
Coordinate follow up regarding student returns from leave
Support maintenance and organization.
Assist with SHIP initiatives, retreats, venue coordination, and operational projects.
Participate in the EPIC call scheduleas assigned.
Other duties as assigned.
Provide front office, insurance, or administrative support consistent with training