Customer Navigation Coordinator I Specialty

10 John C. Lincoln Medical Center; Phoenix (AZ); Hybrid; USD 32,000 - 52,000; Full time

Job summary

HonorHealth in Phoenix, AZ is seeking an Administrative Support professional to serve as the primary customer contact at the Customer Navigation Center. You will schedule primary and specialty appointments, verify insurance, and support MyChart-related inquiries.

Responsibilities include documenting calls, ensuring privacy compliance, and assisting callers with referrals and locations. Prior experience in customer service and call centers is preferred, with basic insurance knowledge.

Qualifications

• High School Diploma or GED required.
• 6 months of customer service experience required.
• 1 year of call center experience preferred.
• Typing speed of at least 45 words per minute is required.
• Basic knowledge of insurance plans and requirements expected.
• Knowledge of physician specialties and hospital services offered is helpful.
• HIPAA/privacy practices knowledge preferred.
• Spanish conversational ability is a plus.

Responsibilities

• Primary contact for customers in the Customer Navigation Center to improve access to care and patient experience through scheduling and referrals.
• Schedule appointments in EMR according to guidelines, considering patient location, preferences, and insurance plans.
• Verify referrals, insurance plans, appointment types and providers meet requirements while maintaining privacy compliance.
• Document telephone encounters for inquiries about primary care and specialty services; assist with MyChart and wayfinding questions.
• Provide feedback to appropriate teams for follow-up or training; escalate urgent issues per process.
• Assist customers in enrolling and increasing MyChart usage; perform other duties as assigned.

Skills

Customer service

Typing 45 WPM

Spanish (conversational)

Education

High School Diploma or GED

Tools

EMR scheduling (EPIC)

Job description

Primary City/State: Various Locations - Phoenix, AZ

Category: Administrative Support Shift: Day

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 escal
• 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
• 1 year of call center experience Preferred

Other

• Other Typing a minimum of 45 words per minute (WPM) Required
• 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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