Patient Navigator (Community Health Worker)

Towson; United States; Remoto; USD 20.000 - 29.000; Tempo pieno

Descrizione del lavoro

Health Advocate is seeking a Patient Navigator to perform high-volume outbound outreach and guide patients through complex healthcare journeys with empathy and clarity. The role emphasizes confidentiality, HIPAA compliance, and coordinating care with internal resources to connect patients with the right services.

This fully remote position offers a structured environment, training, and benefits including medical coverage, 401(k), and paid time off.

Competenze

• A High School Diploma or GED is required.
• Associate’s degree in healthcare, social work, business administration, liberal arts, or related field is preferred.
• 2+ years of experience in customer service, healthcare navigation, or patient support is required.
• Experience in care coordination, community resources, or healthcare access is preferred.
• Strong communication skills and active listening abilities.
• Comfort working across multiple systems and documenting accurately.
• A proactive mindset and strong organizational skills.
• Commitment to confidentiality and compliance standards.

Mansioni

• Conduct high-volume outbound patient outreach.
• Explain next steps and processes in clear, understandable language.
• Help patients navigate appointment scheduling and care coordination.
• Identify barriers such as transportation, access, or understanding of next steps.
• Coordinate resources and follow up until appropriate next steps are established.
• Document conversations accurately.
• Recognize questions that require clinical expertise and connect patients with the appropriate clinical resource.
• Protect patient confidentiality and follow HIPAA requirements.

Conoscenze

Outbound outreach

Active listening

Strong communication

HIPAA confidentiality

Formazione

High School Diploma or GED

Associate’s degree (preferred)

Descrizione del lavoro

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Patient Navigator (Community Health Worker)

At Health Advocate, Patient Navigation goes beyond traditional call-center service. This is a high-volume, phone-based patient support role focused on helping people understand and take the next step in their care.

As a Patient Navigator, you'll conduct frequent outbound outreach and speak with patients about personal and sometimes sensitive healthcare information. You'll need to build trust quickly, listen carefully, explain complex information clearly, and confidently guide patients through next steps while staying within the scope of your role.

Before You Apply: Make Sure This Role Is Right for You

This role is a strong fit for someone who:

• Is comfortable making a high volume of outbound calls
• Is comfortable discussing personal and sensitive healthcare topics
• Can quickly establish rapport with patients who may be uncertain, anxious, frustrated, or hesitant
• Can understand detailed processes and translate them into clear, easy-to-follow next steps
• Is comfortable working in a structured, performance-focused environment
• Can work consistently and reliably during their assigned shift
• Can maintain a private environment appropriate for confidential patient conversations while working remotely

Schedule: Evening Shifts Only

We are currently hiring specifically for evening coverage:

• 1:00 PM–9:30 PM ET
• 1:30 PM–10:00 PM ET

Daytime schedules are not available for this opening. Candidates should apply only if they can consistently commit to one of the schedules above.

Compensation

$18.00/hour base rate + applicable evening shift differential

What You'll Be Doing

A significant part of your day will involve contacting patients and helping them navigate important healthcare next steps.

For example, you may support outreach to patients who have received a positive test result and need assistance navigating the next steps toward a colonoscopy. These conversations require professionalism, empathy, clarity, and the ability to establish trust quickly while discussing sensitive health information.

• Conduct high-volume outbound patient outreach
• Explain next steps and processes in clear, understandable language
• Help patients navigate appointment scheduling and care coordination
• Identify barriers such as transportation, access, or understanding of next steps
• Coordinate resources and follow up until appropriate next steps are established
• Document conversations accurately
• Recognize questions that require clinical expertise and connect patients with the appropriate clinical resource
• Protect patient confidentiality and follow HIPAA requirements

Who You Are: The Navigator We’re Looking For

You are service-driven, detail-oriented, and grounded in compassion. You understand that healthcare navigation requires both efficiency and empathy.

You bring:

A High School Diploma or G.E.D. (required)

• Associate’s degree in healthcare, social work, business administration, liberal arts, or related field (preferred)
• 2+ years of experience in customer service, healthcare navigation, or patient support (required)
• Experience in care coordination, community resources, or healthcare access (preferred)
• Strong communication skills and active listening abilities
• Comfort working across multiple systems and documenting accurately
• A proactive mindset and strong organizational skills
• Commitment to confidentiality and compliance standards

Preferred certifications may include:
Medical Assistant, Community Health Worker, EMT, Social Worker, Patient Navigator, or other healthcare related credentials.

Mental & Physical Requirements

This position is primarily office based and technology driven.

Essential physical functions include:

• Frequent use of computers, telephones, and related systems
• Typing, grasping, and repetitive motions
• Sedentary work for extended periods

Essential mental functions include:

• Sustained concentration
• Clear verbal and written communication
• Ability to manage multiple tasks simultaneously

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.

Health Advocate offers a comprehensive benefits package including:

• Medical, dental, and vision coverage
• 401(k) with company match
• Paid time off and paid holidays
• Access to Health Advocate programs including EAP and wellness resources
• Full training and system support

Why Health Advocate?

Because access matters.

Every call you take, every barrier you remove, and every resource you connect impacts someone’s health journey. You are not simply answering questions you are enabling care.

Ready to Make an Impact?

If you’re ready to guide patients through complex healthcare journeys, remove barriers to care, and create meaningful impact through compassionate navigation, we’d love to hear from you.

Please note that this job description is intended to provide a general overview of the position and does not include an exhaustive list of all responsibilities, skills, or qualifications associated with the role.

Physical Requirements:
This position is primarily sedentary, requiring prolonged sitting while performing administrative tasks. The role involves extensive use of a computer for typing, mouse navigation, and reading information on a screen for extended periods. Frequent phone use is required for communication with team members, clients, or external parties. Essential physical functions include fingering, grasping, pulling hand-over-hand, and repetitive motions necessary for navigating software, entering data, and interacting with electronic documents.

Mental and Cognitive Requirements:
The role requires strong concentration, attention to detail, and the ability to complete tasks accurately. Critical thinking and problem-solving skills are essential to address issues that may arise in day-to-day duties. Effective verbal and written communication skills are needed for responding to inquiries and collaborating with others.

Work Environment:
This position is fully remote and requires a home office environment with appropriate lighting, a computer, and phone access. The workspace should be free from distractions to ensure effective focus and productivity during work hours.

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.

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

Best in Biz Awards: Most Customer-Friendly Company of the Year - Medium category (Silver)

VEVRAAFederal Contractor requesting appropriate employment service delivery systems, such as state workforce agencies and local employment delivery systems, to provide priority referrals of protected veterans.

PAY TRANSPARENCY NONDISCRIMINATION PROVISION