Patient Care Navigator

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

📋 Description

• Act as the central communication point for patients, referring providers, VIVO Clinical Operations, VIVO Intake Department, RISS Team, and PRO Teams.

• Develop strong working relationships with assigned physicians/practice managers, RISS, and VIVO support teams.

• Comprehend and convey physician preferences regarding patient care.

• Build rapport with patients and their caregivers.

• Investigate, triage, and resolve patient-related issues.

• Proactively assist patients to mitigate potential issues.

• Escalate concerns to physicians, department supervisors, or other relevant parties.

• Collaborate with support teams to ensure precise intake registration, insurance verification, scheduling, and PRO resources.

• Assess needs and coordinate with the education department to develop content and experts for in-services.

• Support and engage in process improvement initiatives.

• Adhere to telephone etiquette and service standards when interacting with patients.

• Comply with VIVO policies and procedures.

• Ensure prompt and accurate responses while facilitating efficient patient experiences, minimizing financial loss, and ensuring compliance.

⛳️ Requirements

• High school diploma or equivalent is required.

• A minimum of 3 years of relevant work experience in a healthcare setting, preferably in outpatient clinics.

• Proven skills may be considered in lieu of prior work experience.

• Familiarity with medical terminology is required.

• Previous experience handling sensitive information and maintaining confidentiality is essential.

• Proficiency (intermediate level) with all Microsoft Office Products.

• Exceptional communication and interpersonal skills.

• Fluent in both written and spoken English.

• Technical ability to navigate systems for data entry.

• Capability to perform basic mathematics to understand patient financial obligations and concerns.

• Working knowledge of PC window applications for data input and retrieval.

• Strong customer service experience is essential.

• Ability to adapt to evolving technology, policies, procedures, and processes.

• Demonstrated interest in process improvement or adopting new processes and technology.

• Proven understanding of medical insurance information.

• Critical thinking and decisive judgment with the ability to work independently in a fast-paced environment.

• Demonstrated success in remote work settings.

• Capacity for independent thinking and problem-solving.

• Ability to use judgment to triage issues and concerns effectively.

• Skill in transitioning between tasks successfully in a dynamic environment.

• Capability to perform essential duties satisfactorily.

• Ability to meet the physical demands of the role, including various physical activities such as vision abilities and standing, walking, talking, hearing, smelling, sitting, stooping, kneeling, bending, crouching, and utilizing hands and arms.

🏝️ Benefits

• Private Equity for the Greater Good - Company-wide Employee Ownership Program.

• Medical, Dental, and Vision coverage.

• HSA with Employer Contribution.

• Touchcare - Insurance Concierge Service.

• 401K with a Match up to 4%.

• PTO: Accrual of 3+ weeks PTO.

• Rollover and PTO Donation Program.

• Wellness Reimbursement Program - $360 Annually.

• Employee Referral Bonus - Uncapped Bonus Potential.

• Tuition Assistance Program & Professional Association Reimbursement.

• Employee Assistance Program (Employer-provided).

• Short & long-term disability (Employer-provided).

• Life Insurance (Employer-provided).

• Bonus Plan Target: 5% Annually (Based on Performance).