New Patient Service Navigator
About The Position
The New Patient Service Navigator (NPSN) manages the end-to-end new patient access experience, including registration, insurance verification support, scheduling, and outbound follow-up. The role helps patients move efficiently from initial contact through appointment scheduling while minimizing barriers to care. The NPSN works across inbound and outbound workflows, using standardized processes, technology, and clinical support resources to improve access, scheduling efficiency, and patient engagement. Success is measured by first-contact scheduling rates, insurance verification accuracy, completeness of record collection, outreach and follow-up effectiveness, quality scorecard performance, reduced scheduling delays, and patient satisfaction.
Requirements
- High school diploma or GED.
- At least 2 years of experience in patient access, scheduling, call center, or customer service.
- Strong communication and customer service skills.
- Attention to detail, time management, and organizational skills.
- Problem-solving ability and adaptability in a fast-paced environment.
- Patient-centered focus.
- Ability to manage high-volume inbound and outbound calls and multiple priorities.
- Ability to overcome barriers and patient hesitation to facilitate scheduling.
- Ability to maintain detailed and accurate documentation.
- Ability to meet performance targets and work in a metrics-driven environment while remaining compassionate and professional.
Nice To Haves
- Healthcare or oncology experience.
- Experience with insurance verification.
- Experience with revenue cycle workflows.
- Experience in high-volume scheduling environments.
Responsibilities
- Manage new patient access from initial contact through appointment scheduling.
- Support patient registration and insurance verification.
- Schedule appointments and conduct outbound follow-up.
- Manage inbound and outbound workflows to improve access and scheduling efficiency.
- Collect records and maintain detailed, accurate documentation.
- Convert patient contacts into scheduled appointments and address barriers or hesitation.
- Meet productivity, conversion, and quality performance targets while providing compassionate, professional patient interactions.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
