Healthcare Navigator

3 weeks ago

Dublin, Ohio, United States Quantum Health Full time
About the Role

The Patient Service Representative (PSR) is a critical role at Quantum Health, serving as the entry point into healthcare navigation. This position requires a tech-savvy individual who can interact with members, clinicians, and service providers on the phone, using leading technology to simplify the complex healthcare landscape.

Key Responsibilities
  • Provide exceptional customer service through inbound/outbound calls in a fast-paced contact center environment.
  • Offer empathetic member guidance, including verification of benefits and creation of authorizations for treatment based on the members' health plan.
  • Ask probing questions to recognize additional patient needs, including those beyond their current healthcare benefits and provide additional resources/solutions whenever possible.
  • Act as an advocate for our members by communicating with network liaisons, clinical professionals, and finance staff members at hospitals and medical offices.
  • Partner with internal clinical professionals in providing member guidance and identify when members should be connected directly with Quantum Health Nurses.
  • Investigate financial discrepancies and claim issues to ensure our members and clients are billed appropriately.
  • Participate in stretch assignments, special projects, and leadership development programming, as available, to gain business exposure and build a rewarding career with the organization.
What You'll Bring
  • Education: High School Diploma or General Education Development (GED) equivalent required.
  • Strong customer service skills with a caring personality, willing to put in extra effort to ensure our members are taken care of during potentially difficult times.
  • Excellent communication skills (spoken and written); comfortable talking on the phone for extended periods of time and replying to emails in a timely manner.
  • Ability to quickly master new technologies; naturally curious approach to solving problems and working more efficiently.
  • Willingness to routinely, reliably come to work on schedule and adjust shift/scheduling based on the needs of the organization (including occasional paid overtime).
  • Strong administrative/technical skills; comfort working on a PC using Microsoft Office (Outlook, Word, Excel, PowerPoint), IM/video conferencing (Teams & Zoom), and telephones efficiently.
  • A high degree of personal accountability and trustworthiness, a commitment to working within Quantum Health's policies, values, and ethics, and to protecting the sensitive data entrusted to us.
What's in It for You
  • Competitive base and incentive compensation.
  • Health, vision, and dental featuring our best-in-class healthcare navigation services, along with life insurance, legal and identity protection, adoption assistance, EAP, Teladoc services, and more.
  • 401(k) plan with up to 4% employer match and full vesting on day one.
  • Paid Time Off (PTO), 7 paid holidays, parental leave, volunteer days, paid sabbaticals, and more.
  • Tuition reimbursement up to $5,250 annually, certification/continuing education reimbursement, discounted higher education partnerships, paid trainings, and leadership development.
  • Recognition as a Best Place to Work for 15+ years, dedication to diversity, philanthropy, and sustainability, and people-first values that drive every decision.
  • A modern workplace with a casual dress code, open floor plans, full-service dining, free snacks and drinks, complimentary 24/7 fitness center with group classes, outdoor walking paths, game room, notary, and dry-cleaning services, and more.

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