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Patient Navigator

LanguageLine Solutions
•Remote
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About The Position

At Health Advocate, Patient Navigation is not a call center role — it’s a front-line access and engagement function that directly impacts patient outcomes. We are seeking a Patient Navigator who understands that timely support, compassionate communication, and proactive coordination can change the trajectory of someone’s healthcare experience. This role is designed for someone who thrives at the intersection of service, systems, and human connection. You will support patients in navigating complex healthcare pathways, removing access barriers, and ensuring they receive the right care at the right time. If you are energized by helping others, solving problems, and making healthcare easier to access and understand — we want to meet you. Health Advocate is the nation’s leading provider of health advocacy, navigation, well-being and integrated benefits programs. For 20 years, Health Advocate has provided expert support to help our members navigate the complexities of healthcare and achieve the best possible health and well-being. Our solutions leverage a unique combination of best-in-class, personalized support with powerful predictive data analytics and a proprietary technology platform to address nearly every clinical, administrative, wellness or behavioral health need. Whether facing common issues or an unprecedented challenge like COVID-19, our team of highly trained, compassionate experts work together to go above and beyond expectations, making healthcare easier for our members and ensuring they get the care they need. Since 2001, we have been making it easier for people to take control of their health and well-being by personalizing and simplifying the experience. We are proud to deliver services that reduce healthcare costs, support businesses, enrich the workplace, and empower healthy change. Using a combination of personalized help from our compassionate team, proprietary technology, and advancements in data science and machine learning, we help people get the care they need, and make healthy lifestyle choices, when they need it.

Requirements

  • A High School Diploma or G.E.D.
  • 2+ years of experience in customer service, healthcare navigation, or patient support
  • Strong communication skills and active listening abilities
  • Comfort working across multiple systems and documenting accurately
  • A proactive mindset and strong organizational skills
  • Commitment to confidentiality and compliance standards

Nice To Haves

  • Associate’s degree in healthcare, social work, business administration, liberal arts, or related field
  • Experience in care coordination, community resources, or healthcare access
  • Preferred certifications may include: Medical Assistant, Community Health Worker, EMT, Social Worker, Patient Navigator, or other healthcare-related credentials

Responsibilities

  • Improve patient engagement and care navigation by delivering responsive, accurate, and compassionate support
  • Respond to inbound calls and conduct proactive outreach via phone, SMS, email, or IVR
  • Quickly build rapport and encourage active participation in care
  • Ensure patients feel heard, supported, and guided
  • Assist with appointment scheduling, transportation coordination, and medical record transfers
  • Identify and address Social Determinants of Health (SDOH) impacting access
  • Connect patients to community resources and payer ecosystems
  • Reduce care delays and improve continuity of care
  • Verify and update patient demographic information in internal systems
  • Document all patient interactions thoroughly and accurately
  • Ensure every interaction complies with HIPAA and applicable federal/state regulations
  • Provide live patient support for appointment scheduling and care coordination
  • Offer basic clinical education and appointment preparation guidance
  • Transfer calls requiring licensed clinical support to the 24/7 nurse line or appropriate internal teams
  • Follow up with patients, providers, and partners to ensure services are accessed as planned
  • Track patient needs through to resolution
  • Identify and research barriers impacting care access
  • Prioritize open cases to ensure timely support
  • Monitor trends in patient issues and escalate patterns to your supervisor to improve service delivery
  • Work cooperatively with internal teams to meet service goals
  • Escalate complex or out-of-scope situations appropriately
  • Support departmental improvement initiatives
  • Assist with user acceptance testing for system updates and enhancements
  • Mentor new team members as needed

Benefits

  • Medical, dental, and vision coverage
  • 401(k) with company match
  • Paid time off and paid holidays
  • Access to Health Advocate programs including EAP and wellness resources
  • Full training and system support

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What This Job Offers

Job Type

Full-time

Career Level

Mid Level

Education Level

High school or GED

Number of Employees

1,001-5,000 employees

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