Customer Navigation Coordinator I Specialty

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 the Customer Navigation Center. You will help patients access care by scheduling primary and specialty appointments and guiding in-network referrals using EPIC EMR and MyChart.

Ideal candidates have a High School diploma, at least 6 months of customer service experience, typing 45 WPM, and familiarity with insurance plans. Bilingual Spanish is a plus.

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.
• Basic knowledge of insurance plans and hospital services.
• Knowledge of medical terminology.
• HIPAA/privacy practices knowledge preferred.
• Bilingual in Spanish (conversation) preferred.

Responsibilities

• Schedule appointments in EMR in alignment with scheduling guidelines based on patient preference, location, and insurance plans; facilitate insurance verification.
• Verify requirements for referrals, insurance plans, appointment types and providers; ensure privacy compliance.
• Document telephone encounters for inbound inquiries and appointment questions for primary care and specialty services; respond to MyChart inquiries.
• Document and provide feedback from callers to appropriate parties for follow-up and/or resolution; escalate as needed for training or knowledgebase updates.
• Assist customers in enrolling and increasing MyChart app usage.
• Performs other duties as assigned.

Skills

Customer service

Typing 45 WPM

Call center experience

Insurance knowledge

Medical terminology

HIPAA/privacy

Spanish (conversation)

Education

High School Diploma or GED

Tools

EPIC EMR

MyChart

Job description

Primary City/State: Network Support Services Building 1

Category: Administrative Support

Shift: Varied Hours M-F 7am - 5:30pm

Must have medical experience.

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 expedite 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

We're all in for your career.