Customer Navigation Coordinator II EG

10 John C. Lincoln Medical Center; Phoenix (AZ); On-site; USD 42,000 - 56,000; Full time

Job summary

HonorHealth is seeking an Administrative Support professional to serve as the primary contact for patients requesting ambulatory specialty referrals. You will obtain referral authorizations, coordinate care, and schedule specialty appointments while supporting in-network referrals within our network.

The role emphasizes accurate data entry in EPIC, adherence to insurance requirements, and proactive communication with patients and providers.

Qualifications

• 2 years of call center experience required.
• Typing speed of at least 45 words per minute required.
• Knowledge of insurance plans and requirements.
• Bilingual in Spanish (conversation) preferred.

Responsibilities

• Primary contact for patients contacting the Customer Navigation Center regarding ambulatory referrals and authorizations.
• Coordinate referrals, appointments, and in-network processing; drive to high-quality specialists within the network.
• Gather clinical documentation to support authorizations and scheduling; maintain accurate data in the Referral Management System and EPIC.
• Escalate issues with provider data or care availability to ensure timely referral processing.

Skills

Call center experience

Typing speed 45 WPM

Insurance knowledge

Spanish (conversation)

Education

High School Diploma or GED

Associates or medical assistant certification preferred

Job description

Primary City/State: Deer Valley - 2500 W Utopia Rd Phoenix, AZ 85027

Category: Administrative Support

Shift: Day

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 patients who contact the Customer Navigation Center regarding ambulatory specialty provider referrals. Primary role is to obtain referral authorizations, optimize care coordination, customer navigation, specialty appointment scheduling and support in-network referrals processing, Drive business to high quality, aligned specialists across our network.

ESSENTIAL FUNCTIONS

• Demonstrates high level knowledge of insurance requirements for referral authorization and care coordination Consistent coverage verification for patient appointments, including specialty referrals to HonorHealth Medical Group, PSAs, ACOs and aligned specialists in our network.
• Gather appropriate clinical documentation to support the referral authorization and subsequent specialty appointment scheduling.
• Keep current on all knowledge base articles and workflow changes posted in Teams Channels
• Document both ordering and receiving provider by name and location within Referral Management System and EPIC so patient journey can be properly monitored, data reporting can we accurate and any gaps identified early.
• Understand and utilize provider scoring for quality, access to care, location, insurance compatibility when sending referrals to specialists. Make the "best fit" recommendation when not otherwise indicated by ordering provider.
• Escalate any issues with provider data in Referral Management System or EPIC platforms so provider data can be quickly updated.
• Escalate any care availability or customer service issues with provider offices to Supervisor for follow up.
• Utilize internal and external resources to seek knowledge about insurance plans.
• Send proactive messages to both patient and ordering/ receiving providers about referral processing statuses.
• Meet productivity metrics and quality KPIs on a daily/ weekly basis.
• Performs other duties as assigned.

EDUCATION

• High School Diploma or GED Required
• Associates or medical assistant certification Preferred and

EXPERIENCE

• 2 years of call center experience Required
• 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 Required
• Other Bilingual in Spanish (conversation) Preferred

LICENSES AND CERTIFICATIONS

• Successful completion of competency module (Level 2) Required

We're all in for your career.