Member Services Navigator II - Mount Sinai Solutions

Mount Sinai Health System•New York, NY

1d•$64,527 - $76,960•Hybrid

About The Position

Our navigators support membership-based health centers. Our patients are members, and navigators help members via phone, chat, text, and e-mail to navigate the health care system -- starting with the services available at our health centers, and extending to the broader Mount Sinai Health System. You will be joining a growing team that is focused on delivering a fantastic member experience.

Requirements

Bachelor’s degree required
3 or more 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
Passionate about improving consumer experiences in health care, as evidenced by academic or personal pursuits and professional experience
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

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
Develop a deep understanding of members’ health benefits to explain their options and expected financial responsibility
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
Coach and advise colleagues on handling complex navigation tasks
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
Develop deep knowledge in one or more specific navigation content areas in which you will drive improvement and serve as a team subject matter expert
Participate in new navigator recruiting
Ensure a specific customer’s needs are met
Serve as the expert on a specific major customer, including their company goals, culture, and recent notable news; navigation expectations; health care benefits; and key employees
Complete high-priority customer navigation requests
Implement new navigation workflows, policies, or programming tailored to customer
Keep internal customer-specific knowledge management and workflows up-to-date
Monitor customer-specific operational and service SLAs and escalate issues
Liaise with our internal Customers team as needed