Bilingual Patient Care Navigator

Medcor; Northern (KY); Hybrid; USD 42,000 - 54,000; Full time

Benefits offered by this job

Paid time off

Health insurance

Dental insurance

401K with match

Education reimbursement

Job summary

Medcor is seeking a bilingual Patient Care Navigator to work full-time from home in a remote call center environment. The role focuses on handling inbound calls, documenting demographics, and guiding injured workers or supervisors according to client directives.

You will follow HIPAA policies and use Medcor’s software for accurate reports. Requirements include a high school diploma or GED, fluent English and Spanish, and data-entry proficiency.

Qualifications

• Fluent in English and Spanish.
• Experience in customer service or client relations preferred.
• Strong data entry and typing speed (min 25 wpm).
• Proficient with Microsoft Word, Excel, Outlook.

Responsibilities

• Answer inbound calls in a fast-paced remote call center.
• Gather information and enter data into client software.
• Provide information to injured workers or supervisors per client directives.
• Adhere to HIPAA and client SOPs during calls and data handling.
• Meet dashboard metrics and participate in coaching to improve performance.

Skills

Bilingual

Education

High School Diploma/GED

Job description

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Advance your career into a future-focused telehealth position! Great opportunity to work from home!

We are looking for Bilingual Patient Care Navigators to work full-time (40 hours per week). The current schedule needs are in the day/evening, eight or ten hour shifts between the hours of 8a-7p, with an alternating weekend requirement. If you are tech-savvy, have excellent verbal/phone skill, are proficient in both English and Spanish, and have a strong work ethic, consider joining this team!

As a Patient Care Navigator, you will be responsible for processing calls and generating reports from Medcor Telehealth Triage clients, supervisors, or injured workers in situations where triage is not required, within our remote call center environment. During this process, you will be required to follow standard operating procedures to place calls in the correct company and location, gather & document basic demographic information about the workplace incident, and provide information to the injured worker or supervisor as requested by Medcor’s client.

Here’s why people love working for Medcor:

• Stability! We’ve been around since 1984.
• Competitive pay and benefits.
• Training to give you the tools you need to succeed.
• Future opportunities – Medcor is a growing company with a lot more to offer than just this job. There are opportunities to move vertically, horizontally, and geographically!
• Open-door policy. Your opinion matters – speak your mind! We encourage it and we look forward working together to improve our organization and your job.

A typical day in the life of a Patient Care Navigator

• Answer inbound employee and/or supervisor injury report calls where triage is not required, within a fast-paced remote call center environment. Immediately transfer calls requiring triage to the appropriate triage queue.
• Follow standard operating procedure and client specific directives in order to correctly gather pertinent information from injured workers or supervisor and enter into proprietary software to complete the call report.
• Enter information into Medcor’s Triage software application that accurately reflects the phone interaction of each inbound/outbound triage call associated to one of Medcor’s Client’s, either supervisor, injured employee, or medical providers.
• Ability to follow protocols, including Medcor’s proprietary algorithms and completing forms/fields in the application.
• Use professional phone etiquette & excellent customer service skills during phone interactions to help ensure client satisfaction & retention. Effectively assist the caller with problem solving all issues related to their call.
• Promote clear and coherent verbal communication with callers following an appropriate line of questioning and clarification of information when needed.
• Read & apply all client specific directives as they appear throughout the call process, gathering or providing information to injured worker and/or supervisor as directed.
• Responsible for collecting and inputting data elements that will support the documentation and reports
• Follow HIPAA Compliance Policies to protect the confidentiality of information.
• Responsible for personal schedule adherence and accurately reflecting all shift activities using the phone system.
• Monitor your own performance with dashboard metrics, reviewing & acknowledging individual stats, and look for ways to improve. Participate in coaching sessions to improve performance.
• Compliance with all departmental standards, policies, and procedures as they relate to call processing, attendance, adherence, and quality standards.
• Responsible for timely completion of annual or monthly assignments in MedcorU, such as Compliance Modules, Training Bulletins, and Staff meeting newsletters.
• Responsible for projects and duties delegated by the Operations Manager or Director.
• Always supports Medcor’s Core Values & Culture.
• Attend meetings at the request of the leadership or Learning and Development teams.

You Must:

• Have a high school diploma or GED.
• Be fluent in both English and Spanish.
• At least two years of customer service or client relations experience is preferred.
• A basic understanding of occupational job processes and potential injuries as it relates to various industries is also helpful.
• Proficient at data entry, speed and accuracy; that is able to enter information while listening & engaging in conversation with caller. Must be able to type at least 25 words per minute.
• PC proficiency is required, with experience in Microsoft Office applications including Word, Excel and Outlook
• Ability to maintain high-speed, hard-wired, internet connection at advocate residence that meets the specifications as outlined by Medcor’s IT department and allows for processing of triage calls with quality.

The most competitive candidates will...

• Have a working knowledge or background in any medical field (strongly preferred, but not required).
• Be comfortable working in a call center environment, with minimal oversight or direct interaction with coworkers.
• Possess excellent verbal/written communication skills.

Paid time off, health and dental insurance, 401K with match, education reimbursement and more. Supportive environment. To learn more about Medcor’s Culture click here.

Medcor Philosophy

Medcor embraces a set of simple, interconnected practices that everyone can tailor to their own life and work. To preserve our pioneering, entrepreneurial spirit, we impart our values through the ongoing Better@Medcor campaign: encouraging our advocates to make a conscious choice to practice our values, to celebrate and recognize each other via our peer recognition program, and to support one another during tough times.

Medcor is a tobacco free and smoke free workplace!

EOE/M/F/Vet/Disability

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.