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Patient Navigation Specialist I

2 months ago

Phoenix, Arizona, United States HonorHealth Full time
Position Overview

HonorHealth stands as one of Arizona's premier nonprofit healthcare organizations, dedicated to serving a diverse population in the greater Phoenix area. Our extensive network includes multiple acute-care hospitals, a broad medical group offering primary, specialty, and urgent care services, as well as a cancer care network, outpatient surgical facilities, clinical research, medical education, and community services. With a workforce of nearly 15,000 team members and a commitment to delivering exceptional care, HonorHealth aims to enhance the health and wellness of communities throughout Arizona.

We are currently seeking dedicated individuals to become part of the HonorHealth Customer Navigation Center team.

Role Summary
The Customer Navigation Coordinator serves as the primary point of contact for patients reaching out to the Customer Navigation Center. This role is essential in facilitating care coordination, scheduling appointments, and supporting in-network referrals.

Key Responsibilities
  • Efficiently schedule appointments within the electronic medical record (EMR) system, adhering to established guidelines that prioritize patient convenience, location, and insurance coverage. Facilitate insurance verification and collect co-payments as necessary.
  • Provide recommendations for next steps or additional services to educate customers about relevant health education initiatives. Accurately document all interactions in the customer relations management (CRM) system for follow-up marketing efforts.
  • Address incoming inquiries and appointment requests related to medical services and specialty referrals through various communication channels, including phone, email, and online forms.
  • Record and relay feedback from callers to the appropriate departments for resolution and improvement. Elevate customer insights to Trainers and Supervisors for incorporation into training and knowledge resources.
  • Assist customers in utilizing the My Chart App (EPIC EMR) to enhance their engagement with our services.
  • Perform additional duties as assigned to support the overall function of the Customer Navigation Center.
Qualifications

Education
High School Diploma or GED is required.

Experience
A minimum of 6 months of experience in customer service is required.

Other Requirements
Typing proficiency of at least 45 words per minute (WPM) is required.