Navigator I

RISE Partnership•Portland, OR

2d•$29 - $49•Hybrid

About The Position

At RISE Partnership, we partner with unions, responsible employers, and public agencies to support caregivers and public service workers. We give workers the resources they need to make the most of their union-negotiated training and benefits. Our work is grounded in our core values: respect, integrity, service, and equity. These values guide how we deliver workforce solutions, like training, benefits navigation, job matching, and career development. We address the unique challenges Oregon workers face to ensure all workers have access to services and support that help them grow, thrive, and feel confident in their work and communities. This position is represented by the Communications Workers of America (CWA), Local 7901. We value our collaborative relationship with CWA Local 7901 and respect the important role the union plays in advocating for our workers’ rights and well-being. Reporting to the Carewell Care Provider Experience Manager, the Navigator I works primarily on the Carewell team, who help deliver a family of trainings, education, and benefits that are hard-won by in-home care providers to enhance their lives and drive their futures. The Navigator I is responsible for resolving care provider issues and empowering them with the knowledge and the tools needed to be able to manage their individual health plans, training needs, and other benefits. They interact with care providers through electronic correspondence, telephone calls, virtual and in-person meetings, and keep RISE values and care provider satisfaction at the core of their work. While each RISE employee is assigned to a specific team, we operate within a collaborative shared services model that encourages cross-departmental support. Some employees contribute to multiple teams, allowing us to leverage resources more efficiently. This structure enables our staff to focus on delivering high-impact programs that advance our mission, ensuring every resource is used strategically to drive meaningful change.

Requirements

One year of customer service or call-handling experience.
Excellent communication skills, both written and verbal;
Sound judgement and ability to accurately prioritize when given multiple projects;
Demonstrated ability to work collaboratively to find solutions to complex multi-disciplinary problems;
Strong computer processing skills, including proficiency with tools like a laptop computer, headset, Microsoft Office suite, BrightPattern, Jotform, DocuSign, Salesforce, Slack, Zoom, Paycom, and other tools that may be adopted;
Ability to effectively track conversations, cases and issues across multiple platforms;
Sound judgement and the ability to accurately prioritize and manage multiple tasks and projects.
A commitment to advancing the voice and conditions of Oregon’s long-term care workers;
Solution-focused, someone who emphasizes collaboration whenever possible;
Ability to maintain confidentiality and uphold and model strong ethics;
Ability to support RISE’s organizational values of Respect, Integrity, Service and Equity in the development and delivery of your work.
Must reside in Oregon or Washington and be able to attend in-person work or meetings in the greater Portland area, as needed.

Nice To Haves

Experience in a Healthcare or health insurance environments;
Bilingual in Russian, Spanish, Vietnamese, Korean or Chinese including reading and writing, with the ability pass the language test through Language Testing International at a minimum of Advanced Low Level rating.
The ability to communicate to care providers in PPL at least at an Advanced Low level rating as rated by Language Testing International.

Responsibilities

Trains, educates, and assists care providers, partners, union leaders, and internal RISE and department staff regarding care provider training and benefit offerings;
Guide care providers through the enrollment process, from application to benefits access including troubleshooting complex situations;
Leads care providers through the enrollment and renewal process to become a care provider including navigating training requirements;
Communicates with care providers and workers via phone, email, text and in-person to help them solve issues;
Evaluates workers’ reports of undue burden preventing them from completing training requirements, determines the worker’s eligibility for support, and processes support requests for workers;
Processes worker requests for interpretation and localization services, and coordinates delivery of these supports;
Manages Salesforce cases as assigned and according to operation standards and processes;
Engages with care providers, colleagues, and partners in an efficient, courteous, and professional manner;
Translates materials for distribution or communication to care providers and provides verbal translation as needed (multi-lingual positions only);
Assist in processing worker stipend payments.
Works scheduled shifts to respond to incoming live call transfers from our partners, cases transferred from the Member Assistance Center (MAC) or other sources as assigned within performance standards;
Supports our partners by addressing and resolving care provider questions and concerns through Slack, Salesforce, email live transfers, and other assigned channels, in accordance with established performance standards.
Identifies and collects participant stories in coordination with communication plans of the Carewell SEIU 503 program and its partners;
Participates in community partners meetings, as assigned, and assists care providers with their Carewell SEIU 503 needs;
If assigned, facilitates Oregon Health Plan or Federally Facilitated Marketplace enrollments, guide care providers through the process and its subsequent aspects;
Develops core competencies in the Affordable Care Act, Medicaid, Medicare, and Carewell SEIU 503 offerings;
Completes and maintains required State and Federal certifications that allow the Navigator to assist participants with their personal health and confidential information;
Handles sensitive and confidential information using appropriate administrative, technical, and physical safeguards in compliance with HIPAA and HITECH regulations.
Mitigate risks, resolve issues, facilitate team and project communication.
Consistently upholds and aligns decisions with the RISE core values—Respect, Integrity, Service, and Equity.
Consistently integrates the RISE REDI Framework into their work, fostering a positive culture of belonging.

Benefits

Generous vacation plan
Generous sick time and parental leave benefits
100% paid medical, dental, vision for employees
100% paid medical, dental, vision for qualified dependents
Vision Reimbursement (up to $200/year)
Insurance Opt-Out Option
Optional FSA plan
$220 monthly flex benefit
Monthly internet reimbursement
11 holidays + prorated floating holidays
Language Differential In addition to the base pay, a 7% pay differential will apply for demonstrating written and verbal fluency in a second language that supports the essential functions of this position, pending a passing score from Language Testing International.