Bilingual Patient Care Navigator

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage calls and produce reports for Medcor Telehealth Triage clients, supervisors, or injured workers when triage services are not necessary.

• Respond to incoming injury report calls from employees and supervisors in a dynamic remote call center setting.

• Promptly redirect calls that require triage to the designated triage queue.

• Adhere to standard operating procedures and specific client guidelines.

• Collect and document demographic information related to workplace incidents.

• Provide necessary information to injured workers or supervisors as requested.

• Accurately input call details into Medcor’s proprietary Triage software.

• Follow established protocols, proprietary algorithms, and the required application forms/fields.

• Employ professional phone etiquette and customer service techniques.

• Assist callers in resolving issues effectively.

• Communicate clearly with appropriate questioning and clarification.

• Gather and enter data to support documentation and reports.

• Comply with HIPAA regulations.

• Maintain adherence to schedule and accurately log shift activities.

• Monitor dashboard performance metrics and engage in coaching sessions.

• Complete compliance modules, training bulletins, and staff meeting newsletters.

• Carry out projects and tasks assigned by the Operations Manager or Director.

• Attend meetings as requested by leadership or the Learning and Development teams.

• Uphold Medcor’s core values and culture.

⛳️ Requirements

• High school diploma or GED is required.

• Bilingual proficiency in both English and Spanish.

• A minimum of two years of experience in customer service or client relations is preferred.

• Basic knowledge of occupational job processes and potential injuries is beneficial.

• Skilled in data entry with speed and accuracy while engaging in conversation.

• Ability to type a minimum of 25 words per minute.

• Proficient in PC usage.

• Familiarity with Microsoft Office applications, including Word, Excel, and Outlook.

• Ability to maintain a high-speed, hard-wired internet connection at the advocate's residence that meets Medcor IT specifications.

• Excellent verbal and written communication abilities.

• Capability to operate in a call center environment with minimal supervision.

🏝️ Benefits

• Competitive salary and benefits package.

• Training to equip you with the tools necessary for success.

• Paid time off.

• Health and dental insurance coverage.

• 401K plan with matching contributions.

• Education reimbursement options.

• A supportive work environment.

• Opportunities for vertical, horizontal, and geographical advancement.

• Peer recognition program.

• A workplace that is tobacco-free and smoke-free.