Healthcare Concierge & Patient Care Navigator

Guidehealth; Indianapolis (IN); On-site; USD 25,000 - 33,000; Full time

Job summary

Guidehealth seeks a Customer Guide Engagement Specialist to be the voice of our healthcare-focused team. You will handle inbound and outbound calls, answer benefits questions, assist with enrollment, and provide empathetic, human-centered support to members, patients, and providers.

You’ll navigate complex plan details, protect PHI under HIPAA, and collaborate with Claims, UM, and Care Management to resolve issues and improve member experiences.

Responsibilities

• Actively listen to understand Customers’ needs and concerns and demonstrate empathy and patience.
• Help Customers navigate internal processes and available resources to achieve their desired results.
• Build rapport and establish trust with Customers to create a positive, personalized experience.
• Go above and beyond to exceed Customer expectations and leave a lasting positive impression.
• Protect Customers’ privacy, dignity, and Personal Health Information (PHI) at all times and comply with HIPAA and all applicable laws and regulations.
• Backup and support other departments (i.e., Claims, UM, Intake, Quality, Care Management, Patient Engagement) and perform a variety of other duties as assigned.
• Answer inquiries regarding benefits, claims, eligibility, provider networks, prior authorizations, preventative health promotion, and other healthcare-related topics.
• Research and resolve complex issues, collaborating with other departments as needed (e.g., Claims, Provider Relations, Utilization Management, Intake, Care Management, Quality, etc.).
• Take ownership of Customer issues, following through to ensure complete resolution and satisfaction.
• Proactively identify and elevate recurring issues or trends to management.

Job description

Guidehealth seeks a Customer Guide Engagement Specialist to be the voice of our healthcare-focused team. You will handle inbound and outbound calls, answer benefits questions, assist with enrollment, and provide empathetic, human-centered support to members, patients, and providers.

You’ll navigate complex plan details, protect PHI under HIPAA, and collaborate with Claims, UM, and Care Management to resolve issues and improve member experiences.