Care Navigator

Alohacare; Honolulu (HI); On-site; USD 27,000 - 35,000; Full time

Benefits offered by this job

Low-cost medical insurance

Dental insurance

Drug coverage

Vision insurance

Paid time off

401k employer contribution

Referral bonus

Pretax transportation and parking

Job summary

AlohaCare is hiring a Care Navigator to assess and assist active QUEST members with understanding benefits and accessing providers and services. The role focuses on telephonic outreach, care coordination, and collaboration with the interdisciplinary care team.

The position involves documenting activities, coordinating with internal departments, and supporting members in navigating care options and community resources. Strong communication and time-management skills are essential.

Qualifications

• Minimum of 2 years of work experience in a customer service role, call center environment, and/or with customer facing responsibilities.
• Ability to establish rapport with members via a telephonic interview and to work in a fast-paced environment.

Responsibilities

• Perform initial outreach to complete welcome calls for newly enrolled QUEST members.
• Schedule and complete required initial health risk assessments.
• Provide telephonic support for inbound routine and complex calls.
• Document in an electronic care management system all assessment information and activities.
• Coordinate with the interdisciplinary care team to support members' health status.

Skills

Customer service

Call center

Multicultural communication

Data entry

Microsoft Office

Tools

EMR system

Care management system

Microsoft Word

Microsoft Excel

Microsoft Outlook

PowerPoint

Job description

Are you ready for new challenges and new opportunities?

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AlohaCare’s leadership empowers and engages its employees by recognizing outstanding job performance and collaboration. We share organization-wide updates during quarterly All Staff meetings. We encourage participation in volunteer and educational opportunities. We put a high value on honesty, respect, and trust-building. We encourage open-door, two-way, and frequent communication.

AlohaCare’s comprehensive benefits package includes low-cost medical, dental, drug and vision insurance, paid time-off, 401k employer contribution, referral bonus and pretax transportation and parking program.

The Opportunity - Position Summary:

The primary role of the Care Navigator is to assess and assist actively enrolled low‑risk and unengaged QUEST members with understanding their health care benefits and accessing providers and services. A Care Navigator’s time is spent telephonically reaching out to members to ensure they have access to care from in‑network providers, community resource providers and plan benefits under the direction and in collaboration with the Interdisciplinary Care Team.

Primary Duties and Responsibilities:

• Perform initial outreach to complete welcome calls for newly enrolled QUEST members.
• Schedule and complete required initial and as needed telephonic health risk assessments.
• Provide telephonic support for inbound routine and complex calls received from members and providers via a call center queue.
• Provide member education and assisting with referral coordination and prior authorizations per member needs and eligibility.
• Document in an electronic care management system all assessment information and care management activities.
• Review prior assessments and historical claims to identify any signs of health status changes to assess member’s level of care and/or prior to completing new assessment.
• Assist with completion of eligibility forms required for Long Term Services and Supports (LTSS) services.
• Coordinate, collaborate, and participate with the interdisciplinary care team members including providers, family members, caregivers and community agencies to support members in maintaining or improving their current health status.
• Coordinate and collaborate with the appropriate internal departments as required per member’s needs (e.g., Medical Management, Transition of Care, Disease Management, Care Coordination, Health Coordination, Travel, etc.) and in‑network physicians/providers and community resource providers to facilitate timely access to available and approved services.
• Connect members with Social Determinates of Health (SDoH) needs to Community Resources in their neighborhood or area or utilizing the Unite Us tool.
• Assisting the member with accessing translation services when needed and requested.
• Coordination of daily administrative responsibilities of documents copying, mailings, and faxes.
• Generating daily if not weekly Excel reports for daily work assignments and prioritize assigned duties.
• Meet operational and compliance with due dates for assessments, care plans, and all regulatory required activities.
• Perform tasks that align with and support departmental and organizational objectives
• Performing other duties as assigned by supervisor and/or manager per departmental needs.
• All other duties assigned.
• Adhere to regulatory compliance and quality guidelines as well as AlohaCare policies and procedures.
• Responsible for maintaining AlohaCare’s confidential information in accordance with AlohaCare policies, and state and federal laws, rules and regulations regarding confidentiality. Employees have access to AlohaCare data based on the data classification assigned to this job title.
• Minimum of 2 years of work experience in a customer service role, call center environment, and/or with customer facing responsibilities.
• Ability to establish rapport/relationships with members via a telephonic interview which includes gathering information about their medical history and/or socio‑economic needs
• Ability to establish rapport with a multi‑cultural - diversified population and experience with cultural sensitivity
• Able to work independently with minimal supervision.
• Able to effectively work in a fast‑paced and changing environment, manage multiple projects and priorities across multiple teams/projects and in a matrixed environment.
• Possesses excellent time management and organizational skills; is dependable, enthusiastic, self‑starting, and self‑motivated. Uses time effectively, reacts professionally under pressure.
• Data entry experience with a high degree of accuracy and attention to detail.
• Intermediate skills using Microsoft Programs: Word, Excel, Outlook and PowerPoint.
• Ability to speak and read fluently in other languages.
• Knowledge of available community resources.
• Prior experience in care coordination, outreach or customer service in a managed care environment.
• Experience utilizing EMR or care management system to complete tasks.
• May require prolonged sitting- up to 4 hours.
• Requires prolonged operation of a computer workstation, including the ability to type for extended periods of time on a keyboard during the scheduled workday.?

Salary Range $19.75 - $25.75 an hour

AlohaCare is committed to providing equal employment opportunities to all applicants in accordance with sound practices and federal and state laws. Our policy prohibits discrimination and harassment because of race, color, religion, sex (including gender identity or expression), pregnancy, age, national origin, ancestry, marital status, arrest and court record, disability, genetic information, sexual orientation, domestic or sexual violence victim status, credit history, citizenship status, military/veteran status, or other characteristics protected under applicable state and federal laws, regulations, and/or executive orders.