Patient Navigator

AmeriPharma•Laguna Hills, CA

9d•$20 - $22•Remote

About The Position

The Patient Navigator serves as the primary point of contact for prospective and existing patients, providing exceptional customer service while guiding individuals through the patient journey. This role is responsible for managing patient inquiries, coordinating communication, educating patients on available products and services, supporting the sales and clinical teams, and ensuring a seamless patient experience from initial contact through ongoing follow-up.

Requirements

High School Diploma or GED required.
Minimum of 1–3 years of customer service, healthcare, patient support, call center, or sales support experience.
Excellent verbal and written communication skills.
Strong customer service and relationship-building skills.
Ability to manage multiple priorities in a fast-paced environment.
Strong organizational and time management skills.
Proficiency with Microsoft Office (Outlook, Word, Excel, Teams).
Strong attention to detail and documentation accuracy.
Ability to work independently and collaboratively.
Professional telephone etiquette and active listening skills.
Knowledge of HIPAA regulations and patient confidentiality requirements.

Nice To Haves

Associate's degree or Bachelor's degree in Healthcare Administration, a related field preferred.
Experience working in a healthcare environment preferred.
Experience using CRM systems or Electronic Health Record (EHR) systems preferred.
Experience with CRM and patient management software preferred.

Responsibilities

Receive, qualify, and track patient leads through the organization's CRM or lead management system.
Contact prospective, current, and previous patients to provide education, answer questions, and generate new patient opportunities.
Conduct outbound calls to follow up on patient inquiries, referrals, and ongoing patient needs.
Serve as the first point of contact for patients by responding promptly to incoming phone calls, emails, and online inquiries.
Build positive relationships with patients, providers, referral sources, and internal departments.
Develop strategic outreach plans to support patient engagement and departmental objectives.
Meet or exceed established call volume, response time, and performance metrics.
Promote company products and services while maintaining compliance with company policies and applicable regulations.
Maintain accurate and timely documentation of all patient interactions within designated systems.
Document patient feedback and communicate recommendations for service and process improvements.
Support continuous quality improvement initiatives to enhance the patient experience.
Assist with patient satisfaction surveys and other customer feedback initiatives.
Collaborate with clinical and operations teams to ensure efficient patient support and care coordination.
Maintain confidentiality of patient information in accordance with HIPAA and company policies.
Maintain regular attendance and punctuality.
Comply with all company policies, procedures, and regulatory requirements.
Report concerns, issues, or departmental inquiries to the Senior Patient Navigator Supervisor or Manager.
Perform other duties as assigned.