Duties: General Navigators are responsible for:
- Serving as a single point of contact for members as they navigate the often complex world of health care
- Serving as a hub for all questions quickly resolving inquires and directing members to the right resources
- Helping members to schedule and manage their appointments and follow up on their care
- Supporting members in finding a doctor, specialist, or other healthcare services provider specific to their personal preferences and needs
- Facilitating member and provider access to medical records
- Developing a deep understanding of the offerings available to members based on their health benefits
- Breaking down complicated health care information so it is easily understandable to our members
- Conducting proactive outreach via phone or email to members and responding to all incoming inquiries
- Presenting a warm, open presence for members during every interaction
- Going above and beyond to ensure members have an excellent experience
- Documenting members' preferences, questions, and issues in our technology application while respecting privacy laws for patient protection (HIPAA)
We are looking for teammates who are:
- 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. We often need to be creative and think on our feet!
- Flexible and able to adjust to evolving workflows - we are a dynamic team building an exciting new service together! How we operate doesn't change, but as a new team we're constantly iterating our processes to make them better
- 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
Skills:
- Bachelor's degree
- Experience in a concierge or high-end clinical, service, or retail setting
- Technologically savvy with interest in adopting new digital tools
- Experience using an electronic health record (preferred but not required)
- Strong understanding of health care claims; benefits
- Polished verbal; written communication skills
Education:
Required Education:
-High School or GED.
Languages:
English - Read - Write - Speak