Patient Navigator-10

LanguageLine Solutions; Northern (KY); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Health Advocate is seeking a Patient Navigator to help patients engage with the healthcare system. You will assist with appointment scheduling, transportation coordination, and access to community resources, while maintaining patient information in secure systems.

This role focuses on reducing barriers to care, addressing health literacy, and coordinating services across healthcare and community networks to improve outcomes.

Qualifications

• Education - High School Diploma or GED required.
• Education - Associate’s degree in healthcare, social work, business administration, liberal arts, or related field preferred.
• Preferred training or certification as a Medical Assistant, Social Worker, Community Health Worker, Patient Navigator or related.

Responsibilities

• Assist patients with scheduling, transportation, and care coordination by phone, SMS, or email.
• Provide basic clinical education and appointment preparation support.
• Verify patient information in systems and transfer calls to appropriate resources.
• Screen for social determinants of health and refer to community resources.
• Maintain HIPAA compliance in all interactions.
• Follow up with patients, providers, and partners to ensure timely access.

Skills

Customer service

Care coordination

Active listening

Communication skills

HIPAA compliance

Education

High School Diploma or GED

Associate’s degree in healthcare, social work, business administration, liberal arts, or related field

Preferred certifications as Medical Assistant, Social Worker, Community Health Worker, Patient Navigator

Job description

Why is Health Advocate a great place to work?

For starters, Health Advocate employees enjoy helping people every single day. Employees are given the training they need to do their jobs well, and they work with supervisors and staff who are supportive and friendly. Employees have room to grow, and many of Health Advocate's supervisors are promoted from within the company. Join our award winning team! 2025: Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year - Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner 2024: Excellence in Customer Service Awards: Organization of the Year (Small) Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year - Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner Best in Biz Awards: Most Customer-Friendly Company of the Year - Medium and large category (Silver)

Basic Function

Responsible for assisting patients in navigating the healthcare system by providing timely, foundational support that improves care engagement and coordination. Handles incoming calls and outreach to help patients with appointment scheduling, transportation, care coordination, and access to community resources. Transfers calls outside scope of responsibility to appropriate clinical or administrative resources. Verifies and updates patient information in appropriate systems.

Patient Navigator Focus

This role is designed to function as a Patient Navigator, providing patients with timely support to improve engagement and care navigation. Navigators will focus on connecting patients with the right resources, addressing barriers such as transportation or health literacy, and coordinating services across healthcare and community systems to reduce care delays and improve health outcomes.

Major Job Accountabilities

• Connect with patients by phone, SMS, email, or IVR and quickly develop rapport to encourage engagement in care.
• Provide live member support, including appointment scheduling, transportation coordination, and medical record transfer.
• Offer basic clinical education and appointment preparation support.
• Screen for social determinants of health (SDOH) and make referrals to community resources and payer ecosystems.
• Transfer calls requiring licensed clinical support to the 24/7 nurse line or appropriate internal resources.
• Verify/collect appropriate demographic information and update in appropriate system.
• Follow up with patients, providers, and partners to ensure timely access to services and adherence to established policies.
• Exercise exceptional customer service skills in an effort to optimize each patient interaction.
• Ensure that all patient interactions comply with HIPAA and other applicable federal/state laws.

Research Assistance

• Track patient needs through to resolution, documenting all interactions thoroughly.
• Continuously evaluate status of open cases, prioritizing tasks to provide timely, high-quality support.
• Monitor issue trends and elevate patterns to supervisor for improvements in service delivery.

Team Interfaces/Customer Service

• Cooperate with team members to meet goals and complete tasks.
• Provide quality service that exceeds patient expectations.
• Treat all internal/external stakeholders with dignity and respect.
• Escalate to supervisor any situation outside the employee’s control that could adversely impact services.
• Act as mentor for new team members.
• Assist in user acceptance testing for system updates and enhancements.
• Participate in departmental improvement projects.

Mental and Physical Requirements

This position is primarily office-based, with frequent use of computers, telephones, and related technology. The role is sedentary in nature, with essential physical functions including fingering, grasping, and repetitive motions to utilize computer software/hardware. Essential mental functions include concentration, active listening, reading information, and verbal/written communication throughout the workday.

Related Duties as Assigned

The job description outlines the general nature and level of work but is not intended to be a comprehensive list of activities, duties, and responsibilities. Incumbents may be asked to perform other duties as required. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above.

Minimum Qualifications

• Education - High School Diploma or G.E.D required.
• Education - Associate’s degree from an accredited college or university with major coursework in healthcare, social work, business administration, liberal arts, or related field preferred.
• Education - Preferred training or certification as a Medical Assistant, Social Worker, Community Health Worker, Patient Navigator, EMT or other healthcare related certifications and experience.
• Experience - Minimum of two years’ experience in customer service, healthcare navigation, or patient support required.
• Experience - Experience in care coordination, community resources, or healthcare access preferred.

Company Overview

Health Advocate is the nation’s leading provider of health advocacy, navigation, well-being and integrated benefits programs. For 20 years, Health Advocate has provided expert support to help our members navigate the complexities of healthcare and achieve the best possible health and well-being. Our solutions leverage a unique combination of best-in-class, personalized support with powerful predictive data analytics and a proprietary technology platform to address nearly every clinical, administrative, wellness or behavioral health need. Whether facing common issues or an unprecedented challenge like COVID-19, our team of highly trained, compassionate experts work together to go above and beyond expectations, making healthcare easier for our members and ensuring they get the care they need. Learn more Health Advocate https://www.healthadvocate.com/site/ Facebook https://www.facebook.com/healthadvocateinc/ Video https://vimeo.com/386733264/eb447da080 Awards: 2025: Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year - Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner 2024: Excellence in Customer Service Awards: Organization of the Year (Small) Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year - Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner Best in Biz Awards: Most Customer-Friendly Company of the Year - Medium and large category (Silver) 2023: National Customer Service Association All-Stars Award: Service Organization of the Year. Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year - Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner 2022: Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year - Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner Excellence in Customer Service Awards: Organization of the Year (Small) Best in Biz Awards: Most Customer-Friendly Company of the Year - Medium and large category (Silver) 2021: Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year - Healthcare, Pharmaceuticals, and Related Industries, Silver Winner Stevie® Awards for Sales & Customer Service: Most Valuable Response by a Customer Service Team (COVID-19). Bronze Winner Best in Biz Awards: Most Customer-Friendly Company of the Year - Medium and large category (Silver) 2020: National Customer Service Association All-Stars Award: Organizations of 100 or Greater, Runner-Up Communicator Award of Distinction: October 2019 Broker News MarCom Awards: Gold, COVID Staycation Ideas brochure MarCom Awards: Platinum, 2021 Well-being Calendar Best in Biz Awards: Most Customer-Friendly Company of the Year - Medium category (Silver)

Pay Transparency NONDISCRIMINATION PROVISION

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-I.35(c) The healthcare system is complex, leading to frustration, stress, and lost time and money. Often, people don’t know where to call when they need help with their healthcare, which leads to them not getting the care they need when they need it. Health Advocate makes healthcare easier for organizations, their employees, and their employees’ family members. Since 2001, we have been making it easier for people to take control of their health and well-being by personalizing and simplifying the experience. We are proud to deliver services that reduce healthcare costs, support businesses, enrich the workplace, and empower healthy change. Using a combination of personalized help from our compassionate team, proprietary technology, and advancements in data science and machine learning, we help people get the care they need, and make healthy lifestyle choices, when they need it. Join our team! Our Health Advocates are the heart of our business. Every day, they do important work that guides people to better health and truly improves their lives. You have to have heart to do what we do. If you are dedicated to helping people, looking for meaningful work, and excited about doing a job that is truly life-changing—for you and for the people that you help—