Navigation Center Representative

Family HealthCare Network•Visalia, CA

10d

About The Position

The Navigation Center Representative supports patient access by providing scheduling and navigation assistance to FHCN patients. The role handles appointment scheduling and changes, verifies insurance and demographic information, responds to scheduling requests from the patient portal, and routes incoming calls to appropriate personnel across the network. As a patient advocate, the representative explains available program services, sends clinical messages to health center staff, and completes follow-up and outreach as needed, including ER and recall outreach. The PBX function also includes uploading Triage Services reports to patient records. The representative supports efficient patient flow by reviewing schedules for appropriate visit types, helping resolve scheduling conflicts, and working to reduce patient wait times and maximize provider schedules. The position requires proficiency with the electronic medical record system, knowledge of program services and provider specializations, and monitoring the Navigation Center queue against individual and collective performance metrics. Regular attendance is an essential function. The employee may be required to report to and work at any FHCN location at the start of or during a shift based on business needs, and performs other duties as assigned. Effective June 1, 2026, employees hired into this role must meet the stated education and experience requirements. The role requires effective written and verbal communication, including routine correspondence and presentations. No licenses or certifications are required. The physical demands include regularly sitting and performing repetitive hand movements to type and grasp, frequently standing or walking, and occasionally lifting or moving up to 20 pounds.

Requirements

Effective June 1, 2026, proof of high school completion with a minimum overall GPA of 2.5, or GED completion with a minimum overall score of 162.5; proof of a higher-level degree and stronger GPA may be provided in lieu of the high school diploma.
Two years of experience and knowledge of office or administrative processes and practices.
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.
Ability to communicate routine or non-technical information effectively to coworkers and others, in writing and verbally.
Ability to meet the position’s physical demands, including regular sitting and repetitive hand movements, frequent standing or walking, and occasional lifting or moving of up to 20 pounds.
Regular attendance is an essential function of the position.
Ability to work at any FHCN location based on business needs.

Nice To Haves

A minimum of one year of experience in a health care or call center environment is preferred.

Responsibilities

Provide scheduling and navigation assistance to FHCN patients.
Schedule, reschedule, confirm, and cancel appointments according to established protocols, scheduling guidelines, health center procedures, and customer service standards.
Verify patient insurance and demographic information for pre-registration and health record updates.
Respond to patient scheduling needs received through the patient portal.
Receive incoming calls as part of the PBX function and route them to appropriate personnel across the network.
Provide patient education about program services and send clinical messages regarding patient needs to appropriate health center staff.
Perform call follow-ups and outreach as needed, including ER and recall outreach.
Upload Triage Services reports to patient records as part of the PBX function.
Review schedules for appropriate visit types and help resolve scheduling conflicts to reduce patient wait times and maximize provider schedules.
Develop and maintain proficiency with the electronic medical record system.
Maintain knowledge of program services and provider specializations to navigate patients efficiently and minimize appointment errors.
Monitor the Navigation Center queue to meet individual and collective performance metrics, including call management and quality standards; report performance outcomes as required.
Adhere to the Attendance and Absenteeism Policy and report to any FHCN location as business needs require.
Perform other duties as assigned.