Patient Navigator-10

LanguageLine Solutions

9d • Onsite

About The Position

Health Advocate is seeking a Patient Navigator to assist patients in navigating the healthcare system by providing timely, foundational support that improves care engagement and coordination. This role involves handling incoming calls and outreach to help patients with appointment scheduling, transportation, care coordination, and access to community resources. The Patient Navigator will also verify and update patient information in appropriate systems and transfer calls outside their scope of responsibility to the correct clinical or administrative resources. The role is designed to connect patients with the right resources, address barriers such as transportation or health literacy, and coordinate services across healthcare and community systems to reduce care delays and improve health outcomes.

Requirements

• High School Diploma or G.E.D required.
• Minimum of two years’ experience in customer service, healthcare navigation, or patient support required.

Nice To Haves

• Associate’s degree from an accredited college or university with major coursework in healthcare, social work, business administration, liberal arts, or related field preferred.
• Preferred training or certification as a Medical Assistant, Social Worker, Community Health Worker, Patient Navigator, EMT or other healthcare related certifications and experience.
• Experience in care coordination, community resources, or healthcare access preferred.

Responsibilities

• Connect with patients by phone, SMS, email, or IVR and quickly develop rapport to encourage engagement in care.
• Provide live member support, including appointment scheduling, transportation coordination, and medical record transfer.
• Offer basic clinical education and appointment preparation support.
• Screen for social determinants of health (SDOH) and make referrals to community resources and payer ecosystems.
• Transfer calls requiring licensed clinical support to the 24/7 nurse line or appropriate internal resources.
• Verify/collect appropriate demographic information and update in appropriate system.
• Follow up with patients, providers, and partners to ensure timely access to services and adherence to established policies.
• Exercise exceptional customer service skills in an effort to optimize each patient interaction.
• Ensure that all patient interactions comply with HIPAA and other applicable federal/state laws.
• Track patient needs through to resolution, documenting all interactions thoroughly.
• Continuously evaluate status of open cases, prioritizing tasks to provide timely, high-quality support.
• Monitor issue trends and escalate patterns to supervisor for improvements in service delivery.
• Cooperate with team members to meet goals and complete tasks.
• Provide quality service that exceeds patient expectations.
• Treat all internal/external stakeholders with dignity and respect.
• Escalate to supervisor any situation outside the employee’s control that could adversely impact services.
• Act as mentor for new team members.
• Assist in user acceptance testing for system updates and enhancements.
• Participate in departmental improvement projects.

Benefits

• Employees are given the training they need to do their jobs well.
• Employees work with supervisors and staff who are supportive and friendly.
• Employees have room to grow, and many of Health Advocate's supervisors are promoted from within the company.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED