Customer Navigation Coordinator I

10 John C. Lincoln Medical Center; Phoenix (AZ); Hybrid; USD 22,000 - 30,000; Full time

Job summary

HonorHealth is seeking an Administrative Support professional to handle customer navigation center inquiries, schedule primary care and specialty appointments, and provide MyChart assistance. The role emphasizes privacy-compliant communications, accurate documentation, and effective escalation when needed.

The position requires a high school diploma or GED and at least 6 months in customer service, with preferred 1 year call center experience. Day shift, M-F, in Phoenix, AZ.

Qualifications

• High School Diploma or GED required.
• 6 months of customer service experience required.
• Typing at least 45 WPM required.
• 1 year of call center experience preferred.

Responsibilities

• Demonstrate ICARE values to schedule appointments in EMR per guidelines, considering patient preference, location, and insurance plans.
• Verify referrals, insurance plans, appointment types, and providers meet requirements, ensuring privacy compliance.
• Document telephone encounters for inbound inquiries about primary care and specialty services; assist with wayfinding, seminars, referrals, and MyChart support.
• Provide feedback from callers to appropriate parties for follow-up; escalate time-sensitive issues per Emergency Caller Map Process.
• Assist customers in enrolling and increasing My Chart App utilization (EPIC EMR).

Skills

Customer service

Typing 45 WPM

Call center experience

Education

High School Diploma or GED

Job description

Primary City/State: Various Locations - Phoenix, AZ Category: Administrative Support Shift: Day

Varied hours M-F 7am - 5:30pm

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:

JOB SUMMARY

The primary contact for customers who contact the Customer Navigation Center. Primary role is to improve access to care and patient experience through primary care and specialty appointment scheduling and support in-network referral recommendations. Facilitate or elevate patient navigation needs from inbound communication channel (Phones and MyChart)

ESSENTIAL FUNCTIONS

• Demonstrate ICARE values to schedule appointments in EMR in alignment with scheduling guidelines based on patient preference, location, and insurance plans. Will also facilitate insurance verification. Facilitate appropriate call transfers per department instructions.
• Verify requirements for referrals, insurance plans, appt types and providers are met. Ensure all patient interactions are compliant with privacy and confidentiality regulations and policies.
• Document telephone encounters for inbound inquiries and appointment questions regarding primary care and specialty medical services. In addition, will respond to inquiries for wayfinding, educational seminars, referral statuses and MyChart Tier I tech support.
• Document and provide feedback from callers to the appropriate parties for follow-up and/or resolution. Follow Emergency Caller Map Process for time sensitive escalations. Elevate voice of customer opportunities to Trainers and Supervisors for implementation in training and/or centralized knowledgebase.
• Assist customers in enrolling and increase customer utilization of My Chart App (EPIC EMR).
• Performs other duties as assigned.

EDUCATION

High School Diploma or GED Required

EXPERIENCE

• 6 months of customer service experience Required
• Other Typing a minimum of 45 words per minute (WPM) Required
• 1 year of call center experience Preferred

Other Basic knowledge of insurance plans and requirements:

Knowledge of physician specialties and hospital services offered

Knowledge of medical terminology

Knowledge of HIPPA/Privacy Practices Preferred

Other Bilingual in Spanish (Conversation) Preferred

LICENSE AND CERTIFICATIONS

We’re all in for your career.