Senior Patient Navigator & Eligibility Liaison

Clearway Pain Solutions; Pensacola (FL); Hybrid; USD 48,000 - 64,000; Full time

Job summary

Clearway Pain Solutions in Pensacola, FL seeks a Patient Navigator II to manage complex procedures, eligibility, and scheduling coordination across teams. You will conduct introductory calls, verify benefits, coordinate with offshore eligibility, and serve as a primary contact for patient concerns while maintaining HIPAA confidentiality.

This role requires strong communication, meticulous attention to detail, and the ability to work independently or with a team to keep cases moving toward

Qualifications

• High School Diploma or equivalent with 3+ years related experience, or equivalent combination.
• Proficient in Internet and MS Office (Word/Excel/PowerPoint/Outlook).
• Experience making outbound calls using VOIP software.
• Excellent written and oral communication and customer service.
• Ability to build relationships with clinicians, staff and public.
• Ability to work independently and in a team.
• Ability to follow verbal and written instructions.
• Flexible schedule
• Patience under stressful health-related conditions.
• Ability to multi-task and prioritize with strong attention to detail.
• Strong organizational skills and problem-solving ability.
• Professional demeanor and HIPAA compliance understanding.
• Knowledge of CPT and ICD-10 coding rules.
• Working knowledge of healthcare field and medical terminology.
• Desire to provide excellent customer service with high ethical standards.

Responsibilities

• Conducts introductory calls to patients for all assigned procedures.
• Serves as onshore liaison to offshore eligibility and pre-cert team.
• Reviews eligibility and authorization findings and resolves discrepancies.
• Verifies eligibility and benefits when discrepancies arise.
• Provides eligibility confirmation support during payer conflicts or escalations.
• Backups for same-day, emergency, and Medicare add-on procedures.
• Completes mandatory calls within SLA and informs about authorization status.
• Explains out-of-pocket costs and collects deposits.
• Finalizes scheduling after clearance and identifies escalations.
• Documents communications and elevates issues per policy.
• Collaborates with offshore eligibility team to resolve discrepancies.
• Performs secondary eligibility verification when required.
• Primary contact for patient fallout and retention conversations.
• Follows HIPAA confidentiality in all areas.
• Responds to work email regularly and completes trainings.

Skills

Outbound calls

MS Office

Communication skills

Customer service

Time management

Detail oriented

Problem solving

Teamwork

Instruction following

Flexible schedule

Patience under pressure

Organizational skills

CPT ICD-10 knowledge

Education

High School Diploma or equivalent

Tools

Internet

MS Office

VOIP software

Job description

Clearway Pain Solutions in Pensacola, FL seeks a Patient Navigator II to manage complex procedures, eligibility, and scheduling coordination across teams. You will conduct introductory calls, verify benefits, coordinate with offshore eligibility, and serve as a primary contact for patient concerns while maintaining HIPAA confidentiality.

This role requires strong communication, meticulous attention to detail, and the ability to work independently or with a team to keep cases moving toward