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Customer Navigation Coordinator II

2 months ago

Phoenix, United States HonorHealth Full time
Overview

Looking to be part of something more meaningful? At HonorHealth, you'll be part of a team, creating a multi-dimensional care experience for our patients. You'll have opportunities to make a difference. From our Ambassador Movement to our robust training and development programs, you can select where and how you want to make an impact.

HonorHealth offers a diverse benefits portfolio for our full-time and part-time team members designed to help you and your family live your best lives. Visit honorhealth.com/benefits to learn more.

Join us. Let's go beyond expectations and transform healthcare together.

HonorHealth is one of Arizona's largest nonprofit healthcare systems, serving a population of five million people in the greater Phoenix metropolitan area. The comprehensive network encompasses six acute-care hospitals, an extensive medical group with primary, specialty and urgent care services, a cancer care network, outpatient surgery centers, clinical research, medical education, a foundation, an accountable care organization, community services and more. With nearly 15,000 team members, 3,700 affiliated providers and close to 2,000 volunteers dedicated to providing high quality care, HonorHealth strives to go beyond the expectations of a traditional healthcare system to improve the health and well-being of communities across Arizona. Learn more at HonorHealth.com.

The Customer Navigation Coordinator II is a "Referral" position within our busy Customer Navigation Call Center.

The position requires 2+ years of call center experience and typing speed of at least 45 WPM. Ideal candidates will have medical office background with referral experience, knowledge of medical terminology/insurance plans, and experience utilizing EPIC EMR system.

Initial 3-week training will be 8am-4:30pm, then flexible hours between 7am-5:30pm Mon-Fri. Remote/hybrid opportunity may be granted, based on performance, attendance, productivity and quality expectations. Typically after 2 - 3 months.

Responsibilities

Job Summary
The primary contact for customers who contact the Customer Navigation Center. Primary role is to optimize care coordination, customer navigation, appointment scheduling and support in-network referrals, radiology authorizations and customer tech council initiatives.
  • Handling of Inbound calls for scheduling, navigation, MyChart, medical questions, marketing leads, referral and authorization questions. Handling of Outbound calls for scheduling corrections, marketing leads, referrals (including outreach to obtain referrals from community providers), insurance benefit verification and authorizations, as well as any necessary Medical Group or Patient escalations, service recovery or follow-up.
  • Support marketing campaigns and initiatives using omni-channel strategies including outbound calling, online chat, email management, and lead management. Document all customer activities in CRM system for marketing automation efforts.
  • Demonstrates high level knowledge of insurance requirements for registration, referrals, and authorizations. Consistent coverage verification for patient appointments, including specialty referrals and radiology studies.
  • Utilize internal and external resources to seek knowledge about insurance plans.
  • Performs other duties as assigned.

Qualifications

Education
High School Diploma or GED Required

Experience
2 years of call center experience Required
Other Typing a minimum of 45 words per minute (WPM) Required
Other Basic knowledge of insurance plans and requirements
Knowledge of physician specialties and hospital services offered
Knowledge of medical terminology
Required

Licenses and Certifications
Successful completion of competency module (Level 2) upon hire Required