Navigation Coordinator

Nox Health

10d

About The Position

The Care Navigation Coordinator answers and directs incoming calls to Care Management Operations. The role requires critical thinking to respond to calls promptly, provide patients with simple, essential problem solving, or direct them to the appropriate department or URL to help them proceed through the care process. The coordinator may also be assigned operational projects and tasks within Care Management Operations. The role has two schedule options, both Monday through Friday: 12:30 PM–9:00 PM ET or 9:00 AM–5:30 PM ET. Responsibilities include scheduling teleconsults and appointments, preparing and faxing documentation for regulated patients, resupplying eligible patients, supporting staff with G Suite or Microsoft Office/Office 365 tools, and responding to customer inquiries and problems. The coordinator works as part of a team and communicates by phone, video conference, email, and text.

Requirements

Bachelor's degree or equivalent; preferably in a health-related field.
Customer service experience in a high-volume healthcare environment.
Excellent critical-thinking skills.
High attention to detail.
Strong ability to understand general system processes and logic.
Ability to read and understand standard operating procedures and work descriptions in English, including HIPAA and system security policies and procedures.
Ability to correspond professionally through email and other applications.
Ability to speak clearly and effectively with organization employees, vendors, patients, or other practices, by phone or in person.
Ability to communicate effectively in a high-pressure environment.
Ability to understand medical practice terminology or internal workflow terminology as needed.

Nice To Haves

Call center experience.

Responsibilities

Answer and direct incoming calls to Care Management Operations in a timely manner.
Provide patients with simple, essential problem solving or direct them to the appropriate department or URL.
Schedule teleconsults and appointments with Medical Managers and acclimation case holders with the Behavioral Care Team.
Prepare and fax documentation for regulated patients.
Resupply eligible patients.
Complete assigned tasks and projects quickly and prioritize them appropriately.
Provide general support for G Suite or Microsoft Office/Office 365 tools used by staff.
Respond to customers' inquiries and assist with problem resolution.
Work effectively as a team member.
Communicate via phone, video conferencing, email, and text.