Member Services Navigator I

Mount Sinai Health System•New York, NY

6d•Hybrid

About The Position

Our navigators support membership-based health centers. Our patients are members, and Navigators help members phone, chat, and e-mail to navigate the healthcare system -- starting with the services available at our health centers, and extending to the broader local healthcare ecosystem. You will be joining a small and growing team that is focused on delivering a fantastic member experience.

Requirements

High School/GED diploma required; Bachelor’s degree strongly preferred
In lieu of Bachelors, additional experience requirements needed (in addition to experience requirements listed below)
1-3 years relevant work experience (health care experience preferred)
Experience in a concierge or high-end clinical, service, or retail setting
Experience and passion for health care
Strong interpersonal skills and emphasis on building relationships with patients, providers, and peers
Technologically savvy with interest in adopting new digital tools
Polished verbal and written communication skills
Detail-oriented and highly organized, taking pride in delivering a high-quality service and member experience
Self-motivated, resourceful, and go above and beyond to make the business successful
Positive, empathetic, and able to de-escalate tense situations and turn them into productive, resolution-oriented conversations
Curious to recognize process deficiencies, recommend improvements, and implement solutions

Nice To Haves

Bachelor’s degree strongly preferred

Responsibilities

Seamlessly navigate members through their healthcare journeys
Serve as a single point of contact for member health care questions, including assistance with appointment scheduling, access to medical records, coordination across primary and specialty care providers, benefits and billing questions, technology troubleshooting, and more
Help members to identify and access high-quality health care providers specific to their personal preferences and needs, including referral research, scheduling, follow-up, and prior authorizations
Coordinate with our health center providers and staff, insurances, pharmacies, and broader health care system to address member needs
Conduct service recovery with members when necessary
Build and improve our growing team and operations
Proactively identify opportunities to continuously improve our member experience, technology tools, and operational efficiency
Implement process improvements - including improving existing processes and tools, training colleagues, documenting and updating knowledge management collateral, and more