Customer Navigation Coordinator I

@ 70 HonorHealth Support Services
70 HonorHealth Support Services70honorhealthsupportservices.com

Customer Navigation Coordinator I

Phoenix, AZ
Posted 1 week ago

About the job

HonorHealth is a leading non-profit healthcare system in Arizona, committed to caring for community health. This role is vital for improving patient access, scheduling, and navigation via inbound communication channels, supporting care coordination and patient experience.

Requirements

  • 6 months customer service experience
  • Typing at least 45 WPM
  • Basic insurance knowledge
  • Understanding of medical terminology
  • HIPAA/Privacy knowledge

Qualifications

  • High School Diploma or GED
  • Call center experience preferred
  • Bilingual in Spanish preferred
  • Good communication skills
  • Multitasking ability

Full job description

Primary City/State:

Deer Valley - 2500 W Utopia Rd Phoenix, AZ 85027

Category:

Administrative Support

Shift:

Day



Epic and OnBase experience is a plus.




Great care starts with great people. (Like you.)

At HonorHealth, you’ll find something special. From humble beginnings in 1927 to one of Arizona’s largest nonprofit healthcare systems, our culture is built on warmth and neighborly kindness. Behind every smile is a highly skilled professional with deep expertise and an unwavering dedication to what matters most — caring for the health and well-being of people and communities across the greater Phoenix area.

Responsibilities:



JOB SUMMARY

The primary contact for customers who contact the Customer Navigation Center. Primary role is to improve access to care and patient experience through primary care and specialty appointment scheduling and support in-network referral recommendations. Facilitate or escalate patient navigation needs from inbound communication channel (Phones and MyChart)

ESSENTIAL FUNCTIONS
  • Demonstrate ICARE values to schedule appointments in EMR in alignment with scheduling guidelines based on patient preference, location, and insurance plans. Will also facilitate insurance verification. Facilitate appropriate call transfers per department instructions.
  • Verify requirements for referrals, insurance plans, appt types and providers are met. Ensure all patient interactions are compliant with privacy and confidentiality regulations and policies.
  • Document telephone encounters for inbound inquiries and appointment questions regarding primary care and specialty medical services. In addition, will respond to inquiries for wayfinding, educational seminars, referral statuses and MyChart Tier I tech support.
  • Document and provide feedback from callers to the appropriate parties for follow-up and/or resolution. Follow Emergency Caller Map Process for time sensitive escalations. Elevate voice of customer opportunities to Trainers and Supervisors for implementation in training and/or centralized knowledgebase.
  • Assist customers in enrolling and increase customer utilization of My Chart App (EPIC EMR).
  • Performs other duties as assigned.

EDUCATION
  • High School Diploma or GED Required

EXPERIENCE
  • 6 months of customer service experience Required
  • Other Typing a minimum of 45 words per minute (WPM) Required
  • 1 year of call center experience Preferred
  • Other Basic knowledge of insurance plans and requirements: Knowledge of physician specialties and hospital services offered Knowledge of medical terminology Knowledge of HIPPA/Privacy Practices Preferred
  • Other Bilingual in Spanish (Conversation) Preferred

LICENSE AND CERTIFICATIONS



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