Customer Navigation Coordinator I

70 HonorHealth Support Services; United States; On-site; USD 32,000 - 42,000; Full time

Job summary

HonorHealth is seeking an Administrative Support professional to be the primary contact for customers at the Customer Navigation Center. You will improve access to care by scheduling primary and specialty appointments, making in-network referral recommendations, and supporting patients via phone and MyChart.

You will verify referrals and insurance as part of daily workflows. Requirements include a High School Diploma or GED, at least 6 months of customer service experience, typing 45 WPM, and

Qualifications

• High School Diploma or GED required.
• 6 months of customer service experience required.
• Typing a minimum of 45 words per minute (WPM) required.
• 1 year of call center experience preferred.
• 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
• Bilingual in Spanish (Conversation) Preferred

Responsibilities

• The primary contact for customers who contact the Customer Navigation Center. Schedule appointments in EMR and assist with referrals and in-network referral recommendations.
• Verify requirements for referrals, insurance plans, appt types and providers met; respond to inquiries via Phones and MyChart.
• Document telephone encounters for inbound inquiries and appointment questions; escalate as needed per guidelines.
• Assist customers in enrolling and increase utilization of MyChart App (EPIC EMR).
• Follow privacy regulations and document interactions for follow-up and resolution.

Skills

Customer service

Typing 45 WPM

Call center experience

Spanish (conversational)

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 accelerate 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
• Typing a minimum of 45 words per minute (WPM) Required
• 1 year of call center experience Preferred
• 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
• Bilingual in Spanish (Conversation) Preferred

License and Certifications

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:

Benefits

• 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.

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