Customer Navigation Coordinator I

HonorHealth; Phoenix (AZ); On-site; USD 32,000 - 42,000; Full time

Job summary

HonorHealth in Phoenix seeks an Administrative Support professional to serve as the primary contact for customers in the Customer Navigation Center, improving access to care through scheduling and MyChart support.

This role requires a High School diploma, at least 6 months of customer service experience, a minimum typing speed of 45 WPM, and basic knowledge of insurance plans. Bilingual Spanish is a plus and HIPAA/privacy awareness is valued.

Qualifications

• High School Diploma or GED required.
• 6 months of customer service experience required.
• Typing speed of at least 45 WPM required.
• 1 year of call center experience preferred.
• Bilingual in Spanish (conversational) preferred.
• Knowledge of HIPAA/privacy practices preferred.
• Knowledge of insurance plans and referral processes preferred.

Responsibilities

• Be the primary contact for customers in the Customer Navigation Center.
• Improve access to care and patient experience through scheduling of primary care and specialty visits and referral recommendations.
• Assist with inbound inquiries via phone and MyChart and provide basic tech support.
• Document interactions and escalate as needed for time-sensitive issues.
• Assist patients in using MyChart and EPIC EMR features.
• Perform additional duties as assigned.

Skills

Customer service

Typing 45 WPM

Call center experience

Bilingual Spanish (conversational)

HIPAA/privacy awareness

Education

High School Diploma or GED

Job description

Primary City/State:

Deer Valley - 2500 W Utopia Rd Phoenix, AZ 85027

Category:

Administrative Support

Shift:

Day

Epic and OnBase experience is a plus.

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

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