General Navigator

Pay Rate: $22 per hour - $24 per hour
Shift Timings: Monday - Friday 8:30 AM - 4:30 PM

Summary:

• Serve as a single point of contact for members navigating the complex world of healthcare.
• Act as a hub for all questions, quickly resolving inquiries and directing members to the right resources.
• Help members schedule and manage their appointments and follow up on their care.
• Support members in finding a doctor, specialist, or other healthcare services provider specific to their personal preferences and needs.
• Facilitate member and provider access to medical records.
• Develop a deep understanding of the offerings available to members based on their health benefits.
• Break down complicated healthcare information so it is easily understandable to members.
• Conduct proactive outreach via phone or email to members and respond to all incoming inquiries.
• Present a warm, open presence for members during every interaction.
• Go above and beyond to ensure members have an excellent experience.
• Document members’ preferences, questions, and issues in our technology application while respecting privacy laws for patient protection (HIPAA).

Requirements:

• Bachelor’s degree.
• Experience in a concierge or high-end clinical, service, or retail setting.
• Technologically savvy with interest in adopting new digital tools.
• Strong understanding of healthcare claims and benefits.
• Polished verbal and written communication skills.

Preferred Skills:

• Experience using an electronic health record (preferred but not required).
• Laser-focused on delivering excellent customer service and creating the best member experiences.
• Positive, empathetic, and kind.
• Great at listening.
• Have a “do-whatever-it-takes” attitude to get the job done.
• Resourceful; great at problem-solving.
• Flexible and able to adjust to evolving workflows.
• Collaborative, and also confident in your ability to work independently.
• Energized to join and build a team dedicated to changing healthcare delivery.
• Able to de-escalate tense situations and turn them into productive, resolution-oriented conversations.
• Located within driving distance of NYC for initial onboarding and training, and occasional onsite trainings and engagements.