Care Navigator

Independent Health Association; Buffalo (NY); Hybrid; USD 28,000 - 33,000; Full time

Job summary

Independent Health Association in Buffalo, NY, is seeking a Care Navigator to be the first point of contact for members and providers. This hybrid role requires empathetic listening, strong communication, and the ability to explain benefits and assist with scheduling and resource identification.

The position emphasizes high-touch service, problem solving, and collaboration with care teams. Onsite work at the Williamsville location is required, with a compensation range around $20 per hour plus

Qualifications

• High School Diploma or GED required.
• Six (6) months of customer service experience required; healthcare setting preferred.
• Desire to positively impact our members' health coverage experience through empathetic listening and high touch experience.
• Ability to build cohesive relationships, solve problems, and support our members by providing resources and education.
• Must be adaptable and thrive in a high energy, creative, and evolving work environment.
• Excellent interpersonal, verbal and written communication skills.
• Microsoft Office proficient. Computer skills including Word, Excel, Power Point and ACT.

Responsibilities

• Act as a customer advocate by listening to understand the customer needs.
• Navigate systems to locate information for inquiries (benefits, eligibility, scheduling).
• Assist with appointment scheduling and provider searches.
• Handle prior-authorization status and coordination with providers.
• Log all contacts and maintain accurate records.
• Mentor new Care Navigation associates.

Skills

Customer service

Empathetic listening

Communication skills

Problem solving

Adaptability

Multi-tasking

Critical thinking

Relationship building

Team collaboration

Education

High School Diploma or GED

Tools

Microsoft Office

ACT

Job description

FIND YOUR FUTURE

We're excited about the potential people bring to our organization. You can grow your career here while enjoying first-class perks, benefits and a culture that fosters growth, innovation and collaboration.

Overview

The Care Navigator is the first point of contact for all member and provider inquiries. The Care Navigator is a professional who displays confidence, a passion for health and wellness, and practices empathetic listening in every interaction. The Care Navigator provides high touch assistance to members in areas such as benefit questions, provider selection, health improvement, identification of care resources, and facilitation of benefit utilization, such as assisting members with appointment scheduling, and preparing for medical appointments. Care navigators find creative solutions to overcome member barriers. While some members follow the path of the typical healthcare consumer, others have unique needs that require initiative and creative thinking to locate the appropriate resource. Other duties may also include, closing gaps in care, assisting with appointment scheduling, and communicating with providers to deliver the best customer care experience we can.

Qualifications

• High School Diploma or GED required.
• Six (6) months of customer service experience required. Experience in a healthcare related or social services setting preferred.
• Desire to positively impact our members' health coverage experience through empathetic listening and high touch experience.
• Ability to build cohesive relationships, solve problems, and support our members by providing them resources and education that promote their ability to navigate a complex healthcare system.
• Must be adaptable and thrive in a high energy, creative, and evolving work environment.
• Ability to handle multiple duties with minimal direction and apply critical thinking skills and make decisions based upon individual needs.
• Excellent interpersonal, verbal and written communication skills.
• Microsoft Office proficient. Computer skills that include but are not limited to Word, Excel, Power Point and ACT.
• Proven examples of displaying Nova's Core 4: Act with Passion, Work Together, Be Accountable, Build Trust.

Essential Accountabilities

• Servicing
  • Responsible for acting as a customer advocate by demonstrating active listening skills to fully understand the scope of the customer's needs.
  • Efficiently navigate through systems and applications to locate information specific to the customer inquiry. These inquiries may include, but are not limited to:
    • Benefit, eligibility, provider billing and complex claim inquiries.
    • ID card requests.
    • PCP Assignment and provider searches.
    • Prior-authorization status and management.
    • Out-of-network redirection and negotiation awareness.
    • Case and disease management referrals.
    • Repatriation.
    • Member website, app and portal assistance.
    • Appointment scheduling.
    • Contractual and clinical appeals.
    • COB/Dependent verification.
    • Subrogation calls.
    • Interdepartmental call flow response standards
  • Ensure that our members/employers are obtaining accurate and up-to-date information on policies and procedures and communicate a successful resolution to inquiries.
  • Ensure compliance with all DOL rules and regulations.
  • Build trusting relationships with customers using an empathetic and compassionate approach.
  • Effectively solve problems utilizing critical thinking skills.
  • Accurately read, interpret, and apply appropriate information to each customer interaction.
  • Identify opportunities to educate customers by providing tools and resources to make informed decisions.
  • Meet or exceed all department standards in the following categories as measured and recorded in the representative's scorecard.
  • Log all contacts into appropriate systems.
• Technical Proficiency
  • Maintain technical knowledge regarding benefit plan documents.
  • Attend all required training sessions.
  • Address first level complaints and aid with appeals as needed.
  • Effectively resolve inquiries from customers regarding claims, benefits, eligibility, and reimbursement.
  • Maintain knowledge of all pertinent systems and the ability to coordinate the use of these tools at the same time.
  • Working knowledge of Nova's policies and procedures to include departmental policies and procedures based on the line of business being served.
• Administrative Duties
  • Other duties as required by direct management which may include but may not be limited to servicing walk-in members, and correspondence support.
  • Mentor new Care Navigation associates.

This is a hybrid position with onsite attendance required at our Williamsville location. Immigration or work visa sponsorship will not be provided for this position. Hiring Compensation Range: $20.00 hourly

Compensation may vary based on factors including but not limited to skills, education, location and experience.

In addition to base compensation, associates may be eligible for a scorecard incentive, full range of benefits and generous paid time off. The base salary range is subject to change and may be modified in the future.

As an Equal Opportunity / affirmative Action Employer, Independent Health and its affiliates will not discriminate in its employment practices due to an applicant's race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender identity or expression, transgender status, age, national origin, marital status, citizenship and immigration status, physical and mental disability, criminal record, genetic information, predisposition or carrier status, status with respect to receiving public assistance, domestic violence victim status, a disabled, special, recently separated, active duty wartime, campaign badge, Armed Forces service medal veteran, or any other characteristics protected under applicable law. for additional EEO/AAP or Reasonable Accommodation information.