Patient Navigator

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

📋 Description

• Receive, evaluate, and monitor patient leads utilizing the organization's CRM or lead management system.

• Reach out to prospective, current, and former patients to provide information, address inquiries, and create new patient opportunities.

• Conduct outbound calls to follow up on patient inquiries, referrals, and ongoing patient requirements.

• Act as the initial point of contact by responding to phone calls, emails, and online queries.

• Foster relationships with patients, providers, referral sources, and internal departments.

• Create strategic outreach plans that enhance patient engagement and align with departmental goals.

• Achieve or surpass call volume, response time, and performance standards.

• Promote company products and services while ensuring adherence to regulatory standards.

• Keep precise records of patient interactions.

• Document patient feedback and relay suggestions for service and process enhancements.

• Aid in continuous quality improvement efforts.

• Assist with patient satisfaction surveys and customer feedback initiatives.

• Collaborate with clinical and operations teams for effective patient support and care coordination.

• Uphold patient confidentiality in accordance with HIPAA and company policies.

• Maintain consistent attendance and punctuality.

• Adhere to company policies, procedures, and regulatory standards.

• Report issues and departmental inquiries to the Senior Patient Navigator Supervisor or Manager.

• Execute additional tasks as assigned.

⛳️ Requirements

• High school diploma or GED is required.

• An Associate's degree or Bachelor's degree in Healthcare Administration or a related field is preferred.

• A minimum of 1–3 years of experience in customer service, healthcare, patient support, call center, or sales support is required.

• Experience in a healthcare setting is preferred.

• Familiarity with CRM systems or Electronic Health Record (EHR) systems is preferred.

• Exceptional verbal and written communication skills.

• Strong customer service abilities and relationship-building skills.

• Capability to handle multiple priorities in a fast-paced environment.

• Excellent organizational and time management skills.

• Proficiency in Microsoft Office (Outlook, Word, Excel, Teams).

• Experience with CRM and patient management software is preferred.

• Keen attention to detail and documentation accuracy.

• Ability to work both independently and collaboratively.

• Professional telephone etiquette and active listening abilities.

• Knowledge of HIPAA regulations and patient confidentiality requirements.

• Capacity to sit continuously and engage in talking or listening.

• Ability to stand, walk, use hands, reach, and occasionally stoop, kneel, crouch, or crawl.

• Ability to regularly lift or move up to 20 pounds and occasionally up to 30 pounds.

• Close vision, peripheral vision, depth perception, and the ability to adjust focus.

🏝️ Benefits

• $20 to $22 per hour plus commission.

• Fully remote position.

• Occasional overtime as required by business needs.

• Reasonable accommodations available for individuals with disabilities.

• Equal employment opportunity protections.