Customer Navigation Coordinator II EG

75 HonorHealth Medical Group; United States; On-site; USD 38,000 - 46,000; Full time

Job summary

HonorHealth is seeking an Administrative Support professional to serve as the primary contact for patients contacting the Customer Navigation Center, handling referral authorizations and appointment scheduling. This role requires strong insurance knowledge, accurate data entry, and teamwork across networks; bilingual Spanish skills preferred.

A High School Diploma is required, with an Associates or medical assistant certification preferred.

Qualifications

• 2 years of call center experience
• Knowledge of insurance plans and requirements
• Knowledge of physician specialties and hospital services offered
• Knowledge of medical terminology
• Bilingual in Spanish (conversation) preferred

Responsibilities

• Primary contact for patients contacting the Customer Navigation Center regarding referrals
• Obtain referral authorizations and support in-network referrals processing
• Coordinate care and schedule specialty appointments
• Gather clinical documentation to support referrals
• Document provider information in Referral Management System and EPIC

Skills

Call center experience

Typing 45 WPM

Insurance knowledge

Medical terminology

Education

High School Diploma or GED

Associates degree 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

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. 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. From humble beginnings to one of Arizona’s largest nonprofit healthcare systems, we’re just as driven as we were a century ago. Come join us and go all in for your career.

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.