Customer Navigation Coordinator I Specialty

75 HonorHealth Medical Group; United States; Remote; USD 2,066,000 - 3,168,000; Full time

Job summary

HonorHealth is seeking a Customer Navigation Center associate to improve access to care and patient experience by scheduling primary and specialty appointments and supporting in-network referrals. The role involves inbound calls, MyChart assistance, and ensuring privacy and accuracy in patient data.

Requirements include a HS diploma, 6 months of customer service, and 45 WPM typing. Bilingual Spanish is preferred; call center experience is a plus.

Qualifications

• 6 months of customer service experience required.
• Typing speed of at least 45 words per minute required.
• Bilingual in Spanish preferred.
• 1 year of call center experience preferred.

Responsibilities

• Schedule appointments in EMR according to guidelines and patient preference.
• Verify insurance requirements and referral eligibility.
• Handle inbound inquiries and route calls appropriately.
• Document patient interactions and outcomes in the system.
• Assist with MyChart navigation and education sessions.
• Provide feedback to support teams for process improvements.
• Escalate urgent issues per policy and assist with enrollment in MyChart app.

Skills

Customer service

Typing 45 WPM

Spanish (conversational)

Phone/IVR/Call center

Education

HS Diploma

Tools

EPIC EMR

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 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
• 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:

• 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.

Important Information

Important: HonorHealth is committed to providing an excellent candidate experience for candidates interested in our job opportunities. We also care about the online safety of our job seekers. Please note the following: HonorHealth employee emails come from HonorHealth (i.e [e-mail]) not a generic email address, such as gmail or yahoo. If you are suspicious of a job posting, or if you receive any email from an HonorHealth employee that you believe to be fictitious, please contact us [e-mail]. HonorHealth does not use Google Hangouts to conduct interviews or conversations. HonorHealth will not ask you to provide any personal information (i.e drivers license, bank account, credit card information, passwords, social security number) outside of our Applicant Tracking Software before a job offer is extended. If you believe that HonorHealth has violated your civil rights or believe you have experienced discrimination, please click the link to obtain information on your rights to file a complaint. For more information, please click here.