Member Navigator

Jobgether SRL; United States; A distancia; USD 42.000 - 64.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Healthcare coverage

Remote work

Paid time off

401(k) plan

Professional development

Descripción de la vacante

Jobgether SRL is seeking a remote Member Navigator in the United States to help members understand benefits, access providers, and coordinate imaging and services. You will manage cases end-to-end with a focus on accurate documentation, timely follow-ups, and clear communication across care teams.

The role requires remote-ready candidates with 2+ years in remote call centers, strong healthcare awareness, and excellent communication. A fully remote setup and comprehensive benefits are offered.

Formación

• High school diploma or GED required.
• At least 2 years in a remote call center environment.
• Experience in healthcare scheduling or patient access.
• Ability to explain complex healthcare processes clearly.
• Strong written and verbal communication skills.
• Detail-oriented with accurate documentation.
• Ability to manage multiple cases and meet deadlines.
• Proficient with Microsoft Office (Excel, PowerPoint).
• Willingness to follow HIPAA and security policies.

Responsabilidades

• Serve as primary non-clinical contact for members.
• Explain healthcare programs, eligibility, benefits.
• Collect and verify member demographics and benefits.
• Manage cases from intake to resolution.
• Coordinate imaging appointments and services.
• Collaborate with clinical staff and providers.
• Escalate complex issues per procedures.
• Maintain accurate records in CRM and systems.
• Build relationships with facilities and partners.
• Support claims-related activities and admin tasks.
• Meet SLAs and quality standards.
• Cross-train and adapt to workflows.
• Support process improvements.
• Protect patient information per HIPAA.

Conocimientos

Customer service

Communication

Attention to detail

Problem solving

Time management

Independent work

Tech proficiency

Remote work readiness

Scheduling coordination

Multi-channel support

Educación

High school diploma or GED

Associate degree (preferred)

Herramientas

Microsoft Office

Descripción del empleo

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Member Navigator based in the United States.

This is an excellent opportunity for a customer-focused professional who wants to make healthcare easier to navigate and improve the experience of members accessing essential services. As a Member Navigator, you will serve as a primary point of contact, helping members understand their benefits, access appropriate providers, coordinate appointments, and resolve routine questions. You will manage cases from initial contact through resolution, ensuring accurate documentation, timely follow-ups, and effective communication across healthcare teams. Working closely with members, providers, clinical professionals, and internal partners, you will help remove barriers to care and support a seamless healthcare journey. This role combines customer service, administrative coordination, and problem-solving in a technology-driven healthcare environment. With a fully remote setup, structured weekday hours, and comprehensive benefits, you will have the opportunity to contribute to better healthcare access while developing your professional skills.

Accountabilities

• Member Support and Communication: Serve as the primary non-clinical contact for members through phone, email, and other communication channels, providing timely, professional, empathetic, and accurate assistance.
• Benefits and Program Education: Explain healthcare programs, eligibility requirements, benefits, available services, provider options, applicable processes, and next steps in clear, accessible language.
• Information Collection and Verification: Gather, verify, and document member demographics, eligibility details, benefits information, referrals, service requirements, and other relevant case information.
• Case Management and Resolution: Manage assigned member cases from initial intake through resolution, research questions, resolve routine issues independently, monitor progress, and coordinate follow-ups to ensure timely outcomes.
• Appointment and Service Coordination: Coordinate imaging appointments and other applicable healthcare services by identifying appropriate providers, facilitating scheduling, confirming appointment details, and communicating updates to members and providers.
• Cross-Functional Collaboration: Work with case management, clinical staff, clients, providers, and internal departments to coordinate services, support members requiring additional assistance, and facilitate appropriate clinical review when needed.
• Escalation and Barrier Resolution: Identify potential obstacles to care, service delays, sensitive issues, and non-standard requests, escalating clinical or complex matters to the appropriate teams in accordance with established procedures.
• Documentation and System Management: Maintain accurate, complete, and timely records of member interactions, scheduling activities, case progress, outcomes, and follow-up requirements in CRM, scheduling, case management, and other departmental systems.
• Provider and Partner Relationships: Build productive working relationships with healthcare facilities, providers, clients, and external partners to promote effective communication and timely service delivery.
• Administrative and Operational Support: Assist with claims-related activities, administrative tasks, and other operational processes associated with member cases as required.
• Quality and Performance: Meet established service-level agreements, productivity targets, quality standards, documentation requirements, and member satisfaction expectations.
• Program Flexibility and Cross-Training: Maintain up-to-date knowledge of supported programs, policies, systems, and business initiatives, and adapt to different workflows, queues, and responsibilities as operational needs change.
• Process Improvement: Collaborate with colleagues and cross-functional teams to identify opportunities to improve workflows, increase operational efficiency, and enhance the overall member experience.
• Compliance and Confidentiality: Follow established security procedures and applicable healthcare privacy requirements, including protecting sensitive member information in accordance with HIPAA and organizational policies.

Requirements

• Education: High school diploma or GED required.
• Relevant Experience: At least 2 years of experience working in a remote call center environment.
• Healthcare or Customer Service Background: Experience in healthcare scheduling, patient or member access, healthcare operations, insurance, medical office administration, or another related customer support environment.
• Customer Service Excellence: Demonstrated ability to provide courteous, professional, accurate, and timely assistance while maintaining a positive member experience.
• Communication Skills: Excellent verbal and written communication skills, including the ability to explain complex information, healthcare processes, and administrative requirements in an understandable manner.
• Attention to Detail: Strong organizational skills and a high level of accuracy when collecting information, documenting cases, coordinating appointments, and managing follow-up activities.
• Problem-Solving: Ability to research questions, resolve routine issues, recognize situations requiring escalation, and follow established procedures to achieve appropriate outcomes.
• Time Management and Multitasking: Ability to manage multiple cases, meet deadlines, prioritize tasks, and maintain productivity in a fast-paced, service-oriented environment.
• Independent Work: Demonstrated ability to work independently, follow instructions and established workflows, exercise sound judgment within the role's scope, and complete assignments reliably.
• Technology Proficiency: Working knowledge of Microsoft Office applications, including Excel and PowerPoint, and the ability to navigate multiple computer systems and learn new platforms.
• Remote Work Readiness: Must be based in the United States and able to maintain a quiet, distraction-free workspace, reliable internet connectivity, and a secure working environment.
• Schedule Availability: Ability to work full-time, Monday through Friday, during the required hours for your time zone:
  • Eastern Time: 9:30 a.m. – 6:15 p.m.
  • Central Time: 8:30 a.m. – 5:15 p.m.
  • Mountain Time: 7:30 a.m. – 4:15 p.m.
  • Pacific Time: 6:30 a.m. – 3:15 p.m.
• Data Security and Compliance: Willingness to follow company security policies, use approved devices and software, apply secure access practices such as VPNs and strong passwords, and protect confidential health information.

Preferred Qualifications

• Associate degree or additional relevant education.
• Healthcare experience combined with medical, claims, or collections call center experience.
• Medical terminology certification.
• Experience reading, interpreting, and explaining Explanation of Benefits (EOB) documents.
• Certified Benefits Professional Associate (BCPA) certification.
• Experience coordinating healthcare services, navigating insurance benefits, or supporting patient access and care coordination.

Benefits

• Comprehensive Healthcare Coverage: Generously subsidized medical, dental, and vision insurance, including access to services through company healthcare products.
• Health and Spending Accounts: Health Savings Account (HSA), Flexible Spending Account (FSA), and Dependent Care Flexible Spending Account (DCFSA) options.
• Retirement Savings: 401(k) plan with company matching contributions and immediate vesting.
• Fully Remote Work: Work from home anywhere in the United States, with the necessary equipment provided.
• Flexible Work Environment: Remote working arrangements designed to support productivity and work‑life balance.
• Paid Time Off: Generous PTO, including vacation, sick leave, and paid holidays.
• Parental Leave: Paid maternity and paternity leave to support growing families.
• Employee Assistance Program: Access to professional counseling, referrals, and additional personal and work‑life support services.
• Pet Insurance: Optional coverage to help manage eligible veterinary expenses.
• Employee Discounts: Savings on phone plans, car rentals, computers, and other eligible purchases.
• Community Engagement: Opportunities to participate in philanthropic initiatives, including paid time off for community service.
• Professional Development: Opportunities to gain experience across healthcare programs, strengthen member service skills, and develop knowledge of healthcare operations.
• Purpose‑Driven Culture: The opportunity to contribute to improving healthcare access, cost transparency, service quality, and the overall member experience.

How Jobgether Works

We use an AI‑powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top‑fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre‑contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.