Customer Navigation Coordinator I

Overview

HonorHealth is a non-profit, local community healthcare system serving an area of 1.6 million people in the greater Phoenix area. The network encompasses six acute-care hospitals, an extensive medical group, outpatient surgery centers, a cancer care network, clinical research, medical education, a foundation and community services with approximately 12,300 employees, 3,700 affiliated physicians and 3,100 volunteers.

HonorHealth was formed by a merger between Scottsdale Healthcare and John C. Lincoln Health Network. HonorHealth's mission is to improve the health and well-being of those we serve.

We are looking for highly motivated candidates to join the HonorHealth Customer Navigation Center team!

For external candidates, we are offering a $2,000 Sign-On Bonus.

HonorHealth's Customer Navigation Center is a very busy call center, receiving 17,000+ calls per week. Each Coordinator handles 60-70 calls per day, navigating multiple systems during calls, consistently speaking to customers and patients 90% of the workday. The Coordinator is responsible for verifying and gathering specific patient demographics, scheduling Physician appointments for the HonorHealth Primary Care Medical Group, and accurately verifying patient insurance information for completion of registration. They also send communication to the Medical Group, and other team members to assist in coordinating care.

Ability to multi-task, enter data into multiple systems, attention to detail, accuracy and strong computer skills are critical to success in this role. Requires at least 6 months of customer service experience, preferably in a high-volume call center or scheduling environment. Typing speed: 45 words per minute (WPM) - typing test required.

The position is ON-SITE for at least 90 days, with potential to eventually work remote, based on attendance, performance, and other factors. The work location is 2500 West Utopia Road, east of the I-17, off the 101 (across the freeway from HonorHealth Deer Valley Medical Center.) Schedule is Full Time, Monday - Friday, shift times vary and are assigned based on current business need (7am - 3:30pm, 8am - 4:30pm or 9am - 5:30pm.)

Responsibilities

Job Summary

The primary contact for customers who contact the Customer Navigation Center. Primary role is to optimize care coordination, appointment scheduling and support in-network referrals.

• Schedule appointments in EMR in alignment with scheduling guidelines based on patient convenience, location and insurance plans. Will also facilitate insurance verification and collects co-payments. Soft call transfers to non-employed specialty physician offices as warranted.
• Recommend next best actions or cross promotional opportunities to customer to educate on appropriate additional services or health education campaigns. Document all caller information in customer relations management (CRM) tool for marketing follow-up.
• Respond to inbound inquiries and appointment scheduling requests regarding medical services, specialty referrals via phone, email, work queues or online forms. In addition, will respond to inquiries and registration requests for wayfinding, educational seminars or tour registrations via phone, email or online forms.
• Document and provide feedback from callers to the appropriate parties for follow-up and/or resolution. 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

Education

High School Diploma or GED Required

Experience

6 months of customer service experience Required

Other Typing a minimum of 45 words per minute (WPM) Required