Patient Navigator

Strive Health•Lansing, MI

19d•Hybrid

About The Position

The Patient Navigator supports Strive Health’s care team in keeping patients with kidney conditions engaged in its complete care program. Most patient interactions take place by phone, with opportunities to meet patients in person at office visits, clinics, events, and patients’ homes. Success is measured by scheduling patients for program appointments through relationship-building, education, and helping patients navigate questions. The role involves outreach and enrollment within an assigned geographic area, maintaining patient relationships and accurate records, and building relationships with clinical partners and internal stakeholders. The position requires substantial business travel, including travel within 100 miles of the designated territory, and may involve overnight stays.

Requirements

High school diploma.
At least 4 years of experience working with customers or patients in a professional setting.
Experience promoting and selling services to end users.
Experience in customer service, sales, or a similar customer-facing role.
Proficient PC skills.
Able to travel for business up to 80%, including some overnight travel.
Valid driver’s license and a working vehicle for home visits and travel within 100 miles of the designated territory.
Internet connectivity with minimum speeds of 3.8 Mbps download and 3.0 Mbps upload, and latency under 60 ms.
Ability to travel and be on-site to meet business needs.

Nice To Haves

Bachelor’s degree.
Experience promoting and selling primary care or other healthcare-related services to high-needs populations.
Healthcare experience, particularly educating patients about care models or insurance plans.
Community health experience.
Empathy for the burden of kidney disease.

Responsibilities

Proactively contact current and prospective patients, primarily through in-person activities and outbound calls, to explain available care services and enroll patients within an assigned geographic area.
Build trusting, long-term relationships with patients and educate them about Strive’s enrollment requirements and care model.
Meet or exceed daily outreach expectations for calls, connections, and enrollments.
Serve as an empathetic educational resource for potential patients.
Build internal relationships and escalate patient support needs appropriately.
Conduct in-person outreach, including home visits and door knocking, clinic visits, events, and other engagement opportunities as needed.
Meet with partner nephrologists and practice staff to build Strive’s credibility and access to patients at their locations.
Keep client information up to date in the customer relationship management tool, such as Salesforce.
Maintain relationships with patients after enrollment to support retention and satisfaction.
Support the development of established external partner relationships.
Meet in person with internal and external stakeholders to advance team and business priorities or opportunities.
Manage the day-to-day schedule and responsibilities to achieve quarterly targets.
Perform other duties as assigned.

Benefits

Hybrid-remote flexibility, with work from home while meeting in-person needs at offices, clinics, or patient homes.
Medical, dental, and vision insurance.
Employee assistance programs.
Employer-paid and voluntary life and disability insurance.
Health and flexible spending accounts.
Performance-based bonus program.
401(k) with employer match.
Financial wellness resources.
Paid holidays, vacation time, and sick time.
Paid birthgiving, bonding, sabbatical, and living donor leaves.
Family-forming services through Maven Maternity at no cost.
Physical wellness perks and mental health support.
Annual professional development stipend.