Patient Care Navigator

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

📋 Description

• Manage incoming calls and generate reports from Medcor Telehealth Triage clients, supervisors, or injured workers when triage is not necessary.

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

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

• Adhere to standard operating procedures and client-specific guidelines.

• Collect and document demographic information and details of incidents.

• Accurately input information into Medcor’s proprietary Triage software application.

• Follow Medcor’s unique algorithms and complete necessary application forms and fields.

• Employ professional phone etiquette and customer service skills to enhance client satisfaction and retention.

• Assist callers in resolving issues related to their inquiries.

• Communicate effectively, ask relevant questions, and clarify details as needed.

• Interpret and apply client-specific directives throughout the call process.

• Collect and enter data elements that support documentation and reporting.

• Adhere to HIPAA compliance policies to ensure confidentiality.

• Maintain adherence to personal schedules and accurately log shift activities using the phone system.

• Monitor performance metrics on the dashboard and engage in coaching sessions.

• Meet departmental standards for call processing, attendance, adherence, and quality.

• Complete annual or monthly MedcorU assignments, including compliance modules, training bulletins, and staff meeting newsletters.

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

• Uphold Medcor’s core values and culture.

• Participate in meetings as requested by leadership or Learning and Development teams.

⛳️ Requirements

• High school diploma or GED is required.

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

• A basic understanding of occupational job processes and potential injuries relevant to various industries is advantageous.

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

• Ability to type at least 25 words per minute.

• Proficiency in PC usage is necessary.

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

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

• Exceptional verbal and phone communication skills.

• Strong work ethic is essential.

• A working knowledge or background in any medical field is highly preferred but not mandatory.

• Comfortable working in a call center setting with minimal supervision or direct interaction with colleagues.

• Excellent verbal and written communication abilities.

• Bilingual Spanish skills are not required.

• Availability to work full-time, 40 hours per week, with day/evening shifts of eight or ten hours between 8 AM and 7 PM, including alternating weekends.

• Adherence to HIPAA compliance is mandatory.

🏝️ Benefits

• Competitive salary and benefits package.

• Comprehensive training to equip you with the necessary tools for success.

• Paid time off.

• Health and dental insurance coverage.

• 401K plan with matching contributions.

• Education reimbursement opportunities.

• A supportive work environment.

• Opportunities for vertical, horizontal, and geographical advancement.

• Open-door policy for communication.

• A tobacco-free and smoke-free workplace.