Customer Navigation Coordinator I EG

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

Job summary

HonorHealth is seeking a Customer Navigation Center agent to improve access to care by scheduling primary and specialty appointments and supporting in-network referrals. You will handle inbound communications via phone and MyChart, while ensuring accurate information and patient privacy.

Qualifications include a high school diploma, 6 months of customer service experience, and a typing speed of at least 45 WPM. Bilingual Spanish is a plus; comfort with EPIC EMR and HIPAA rules is preferred.

Qualifications

• Demonstrated customer service experience in a professional setting.
• Experience handling inbound/outbound calls in a fast-paced environment.
• Typing speed of 45 WPM or higher.
• Knowledge of HIPAA/privacy practices preferred.
• Spanish conversational skills are a plus.

Responsibilities

• Serve as the primary contact for customers via the Customer Navigation Center.
• Schedule primary and specialty appointments aligned with patient needs and insurance plans.
• Verify referral and insurance requirements and protect patient privacy.

Skills

Customer service

Call center

Typing

Spanish (Conversational)

HIPAA/Privacy Practices

Education

High School Diploma or GED

Job description

Primary City/State:

Category:

Administrative Support

Shift:

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

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