Navigation Center Representative

Family Healthcare Network • Visalia, CA

388d • $43,680 - $59,488

About The Position

The Navigation Center Representative plays a crucial role in providing scheduling and navigation assistance to patients at Family HealthCare Network. This position involves managing patient appointments, verifying insurance information, and acting as a patient advocate to ensure efficient communication between patients and healthcare providers. The representative is responsible for maintaining high-quality customer service standards while managing incoming calls and supporting streamlined patient flow coordination.

Requirements

• High school diploma or General Educational Development (GED) certificate required.
• Minimum of one year experience in health care or call center environment preferred.
• Ability to prepare basic correspondence and simple reports in Microsoft Word.
• Ability to use Microsoft Excel to create tables and simple displays of information.
• Ability to create basic presentations in Microsoft PowerPoint.
• Effective communication skills for routine or non-technical information.

Responsibilities

• Provides scheduling and navigation assistance to FHCN patients.
• Schedules, reschedules, confirms, and cancels appointments per established protocols.
• Verifies patient insurance and demographic information for pre-registration and health record updates.
• Responds to patient scheduling needs retrieved from the patient portal.
• Receives incoming calls and routes them to appropriate personnel network-wide.
• Provides patient education on diversified program services and sends clinical messages to health center staff.
• Performs call follow-ups and outreach as needed, including ER and recall outreach.
• Uploads Triage Services reports to patient records as part of PBX responsibilities.
• Supports streamlined patient flow coordination and scrubs schedules for appropriate visit types.
• Helps rectify scheduling conflicts to reduce patient wait-time and maximize provider schedules.
• Develops proficiency with electronic medical record systems and maintains knowledge of program services.
• Monitors the Navigation Center queue to meet performance metrics and self-reports performance outcomes.
• Performs other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Industry: Ambulatory Health Care Services
• Education Level: High school or GED