Patient Navigator

Strive Health•Grand Rapids, MI

4d•Hybrid

About The Position

The Patient Navigator supports Strive Health’s care team in keeping patients engaged with its comprehensive care program for people with kidney conditions. Most patient interactions take place by phone, with additional opportunities for in-person contact during clinic visits, home visits, and other engagement activities. 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, building relationships with patients and external healthcare partners, maintaining accurate information in Salesforce or another CRM, and supporting patient retention and satisfaction. The position requires substantial travel, including travel within 100 miles of the designated territory, and may include 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.
Ability to travel up to 80%, including some overnight travel.
Valid driver’s license and 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 outbound calls and face-to-face outreach, to explain available care services and support enrollment in an assigned geographic area.
Build trusting, long-term patient relationships and educate patients about enrollment requirements and Strive’s 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 or door knocking, clinic visits with primary care providers or specialists, and events or other engagement opportunities as needed.
Meet with partner nephrologists and practice staff to build Strive’s credibility and access to patients at their locations.
Maintain up-to-date client information in a customer relationship management tool such as Salesforce.
Maintain patient relationships after enrollment to support retention and satisfaction.
Support established relationships with external partners.
Meet in person with internal and external stakeholders to facilitate team and business priorities or opportunities.
Manage day-to-day scheduling and responsibilities to achieve quarterly targets.
Perform other duties as assigned.

Benefits

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.
Hybrid-remote flexibility, with in-person work as needed at the office, clinic, or patient homes.