Customer Navigation Coordinator I - HonorHealth

A remote option will be available after three (3) months depending on factors such as attendance and performance.

Overview

Looking to be part of something more meaningful? At HonorHealth, you’ll be part of a team, creating a multi-dimensional care experience for our patients. You’ll have opportunities to make a difference. From our Ambassador Movement to our robust training and development programs, you can select where and how you want to make an impact. HonorHealth offers a diverse benefits portfolio for our full-time and part-time team members designed to help you and your family live your best lives. Visit honorhealth.com/benefits to learn more. Join us. Let’s go beyond expectations and transform healthcare together. HonorHealth is one of Arizona’s largest nonprofit healthcare systems, serving a population of five million people in the greater Phoenix metropolitan area. The comprehensive network encompasses six acute-care hospitals, an extensive medical group with primary, specialty and urgent care services, a cancer care network, outpatient surgery centers, clinical research, medical education, a foundation, an accountable care organization, community services and more. With nearly 17,000 team members, 3,700 affiliated providers and close to 2,000 volunteers dedicated to providing high quality care, HonorHealth strives to go beyond the expectations of a traditional healthcare system to improve the health and well-being of communities across Arizona. Learn more at HonorHealth.com.

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.

Qualifications:

Experience

• 1 year of call center experience - Preferred
• 6 months of customer service experience - Required
• Other Typing a minimum of 45 words per minute (WPM) - Required
• 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 Bilingual in Spanish (Conversation) - Preferred

Education

• High School Diploma or GED - Required

About Connect to Work AZ:

Connect to Work AZ (CTWAZ) is a Workforce Development program powered by the Greater Phoenix Chamber Foundation. Our mission is to connect underemployed and unemployed individuals with meaningful job opportunities through our network of business partners.

Do you qualify for the CTWAZ program?

If you are currently unemployed, working 32 hours or less, in a contract or temporary role, or employed outside your field of interest, you qualify!

Take the next step in your career today. Learn more at Connecttoworkaz.com.

Pay: From $18.93 per hour

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Work Location: In person