Member Care Navigator: Empathetic Health Concierge

Independent Health; United States; Hybrid; USD 39,000 - 45,000; Full time

Job summary

Independent Health in Williamsville, NY is hiring a Care Navigator to be the first point of contact for members and providers. You will use empathetic listening to resolve benefit questions, assist with appointments, and connect people with resources to navigate a complex health care system.

The role requires a high school diploma, at least six months of customer service experience, and strong communication skills.

Qualifications

• High School Diploma or GED required.
• Six (6) months of customer service experience required.
• Experience in a healthcare related or social services setting preferred.
• Desire to positively impact our members’ health coverage experience through empathetic listening and high touch experience.
• Ability to build cohesive relationships, solve problems, and support our members by providing them resources and education that promote their ability to navigate a complex healthcare system.
• Must be adaptable and thrive in a high energy, creative, and evolving work environment.
• Ability to handle multiple duties with minimal direction and apply critical thinking skills and make decisions based upon individual needs.
• Excellent interpersonal, verbal and written communication skills.
• Microsoft Office proficient.
• Computer skills that include but are not limited to Word, Excel, Power Point and ACT.
• Proven examples of displaying Nova’s Core 4: Act with Passion, Work Together, Be Accountable, Build Trust.

Responsibilities

• Serve as customer advocate by actively listening to fully understand the customer’s needs.
• Navigate systems to locate information for inquiries (benefits, eligibility, claims).
• Assist with appointment scheduling and provider searches.
• Coordinate with providers and referrals to deliver supportive care.
• Log all contacts and meet department standards.
• Maintain knowledge of benefit plan documents and required systems.
• Attend required training sessions and aid with appeals as needed.
• Resolve inquiries regarding claims, benefits, eligibility, and reimbursement.

Skills

Customer service

Empathetic listening

Communication

Problem solving

Relationship building

Education

High School Diploma or GED

Tools

Microsoft Office

Word

Excel

PowerPoint

ACT

Job description

Independent Health in Williamsville, NY is hiring a Care Navigator to be the first point of contact for members and providers. You will use empathetic listening to resolve benefit questions, assist with appointments, and connect people with resources to navigate a complex health care system.

The role requires a high school diploma, at least six months of customer service experience, and strong communication skills.