Navigation Center Representative (WHWC)

Methodist Healthcare Ministries of S. Tx•San Antonio, TX

4d•$21 - $25•Onsite

About The Position

This role serves as a key point of contact for patients across multiple clinic locations, handling high-volume calls and coordinating appointments for medical, dental, and behavioral health services. The position requires strong communication, critical thinking, and multitasking skills to support patient access, resolve scheduling issues, and ensure accurate documentation in electronic health systems. The role also involves collaborating with clinical teams, managing patient inquiries, and providing culturally sensitive service while maintaining compliance with HIPAA and clinic policies. This position does not have direct supervisory responsibilities.

Requirements

High school diploma or equivalent required.
Minimum one year of call center experience required.
Working knowledge of Internet, Outlook, PowerPoint, Word, and Excel.
Experience with Electronic Health Records systems is required.
Ability to bend, sit or stand for extended periods, and manage fast-paced workflows.

Nice To Haves

Knowledge of medical, dental, and behavioral health terminology preferred.
Proficiency in Microsoft Office and medical management software is preferred.
Bilingual Spanish preferred.
Experience in high-volume healthcare environments.
Familiarity with community resources and patient navigation.
Spanish bilingual required.

Responsibilities

Respond to high-volume inbound/outbound calls for MHM’s multiple locations.
Apply critical thinking and sound judgment to interpret patient needs and direct to appropriate services.
Support scheduling for medical, dental, behavioral health, and referrals per guidelines.
Maintain patient confidentiality and ensure HIPAA compliance.
Perform chart checks and ensure accurate documentation.
Coordinate with clinical staff to support patient experience.
Address patient inquiries and escalate as needed.
Monitor and respond to internal communications promptly.
Support No-Show policy process.
Educate patients on clinical policies and procedures.
Collaborate to resolve scheduling conflicts.
Provide community resources on service eligibility.
Document patient interactions in EPM, EHR, and EDR systems.
Coordinate non-emergency medical transportation.
Follow emergency protocols for urgent patient concerns.
Assist with call queue management and performance metrics.
Deliver culturally sensitive service and arrange interpretation.
Support special projects and other duties as assigned.