Coordinator II - Customer Navigation

HonorHealth; Phoenix (AZ); On-site; USD 22,000 - 28,000; Full time

Job summary

HonorHealth is seeking an Administrative Support professional for the Customer Navigation Center in Deer Valley, Phoenix. The role involves handling patient referrals, obtaining authorizations, coordinating care, and scheduling specialty appointments within our network.

Responsibilities include verifying insurance requirements, gathering documentation, updating provider data in system workflows, and maintaining patient communication.

Qualifications

• 2 years of call center experience
• Typing 45 words per minute (WPM)
• Basic knowledge of insurance plans and requirements
• Knowledge of physician specialties and hospital services offered
• Knowledge of medical terminology
• Bilingual in Spanish (conversation) preferred

Responsibilities

• Primary contact for patients regarding referrals and authorizations.
• Coordinate care navigation and appointment scheduling.
• Gather clinical documentation to support referrals.
• Document provider details in Referral Management System and EPIC.
• Escalate data or care availability issues to supervisors.
• Meet daily/weekly productivity metrics and KPI targets.

Skills

Call center experience

Typing 45 WPM

Insurance knowledge

Medical terminology

Bilingual Spanish (conversation)

Education

Associate's Degree or medical assistant certification

High School Diploma or GED

Tools

EPIC

Referral Management System

Job description

Primary City/State: Deer Valley - 2500 W Utopia Rd Phoenix, AZ 85027

Category: Administrative Support Shift: Day Department: Customer Navigation-Referral Coordination Mon-Fri, hours vary

Great care starts with great people. (Like you.) At HonorHealth, you’ll find something special. From humble beginnings in 1927 to one of Arizona’s largest nonprofit healthcare systems, our culture is built on warmth and neighborly kindness. Behind every smile is a highly skilled professional with deep expertise and an unwavering dedication to what matters most — caring for the health and well‑being of people and communities across the greater Phoenix area.

Responsibilities

The primary contact for patients who contact the Customer Navigation Center regarding ambulatory specialty provider referrals. Primary role is to obtain referral authorizations, optimize care coordination, customer navigation, specialty appointment scheduling and support in‑network referrals processing, Drive business to high quality, aligned specialists across our network.

Essential Functions

• Demonstrates high level knowledge of insurance requirements for referral authorization and care coordination
• Consistent coverage verification for patient appointments, including specialty referrals to HonorHealth Medical Group, PSAs, ACOs and aligned specialists in our network
• Gather appropriate clinical documentation to support the referral authorization and subsequent specialty appointment scheduling
• Keep current on all knowledge base articles and workflow changes posted in Teams Channels
• Document both ordering and receiving provider by name and location within Referral Management System and EPIC so patient journey can be properly monitored, data reporting can we accurate and any gaps identified early
• Understand and utilize provider scoring for quality, access to care, location, insurance compatibility when sending referrals to specialists
• Make the “best fit” recommendation when not otherwise indicated by ordering provider
• Escalate any issues with provider data in Referral Management System or EPIC platforms so provider data can be quickly updated
• Escalate any care availability or customer service issues with provider offices to Supervisor for follow up
• Utilize internal and external resources to seek knowledge about insurance plans
• Send proactive messages to both patient and ordering/ receiving providers about referral processing statuses
• Meet productivity metrics and quality KPIs on a daily/ weekly basis
• Performs other duties as assigned

Education

• Associate's Degree or medical assistant certification - Preferred
• High School Diploma or GED - Required

Experience

• 2 years of call center experience - Required

Other

• Typing a minimum of 45 words per minute (WPM) - Required
• Basic knowledge of insurance plans and requirements
• Knowledge of physician specialties and hospital services offered
• Knowledge of medical terminology - Required
• Bilingual in Spanish (conversation) - Preferred

Licenses and Certifications

• Successful completion of competency module (Level 2) upon hire - Required

We're all in for your career. Expert care from experts who care. At HonorHealth, you’ll find something special. Our culture is built on warmth and neighborly kindness, but behind every smile is a highly skilled professional with deep expertise and unwavering dedication. We’re delivering a healthcare experience that simply feels better through:

• Nine acute-care hospitals
• Over 200 primary, specialty and urgent care centers
• More than 17,000 team members and 4,000 medical staff

Since 1927, we’ve been focused on doing what matters most — caring for people and communities across the greater Phoenix area. From humble beginnings to one of Arizona’s largest nonprofit healthcare systems, we’re just as driven as we were a century ago.

Come join us and go all in for your career.