Customer Navigation Coordinator I

Looking to be part of something more meaningful? At HonorHealth, you'll be part of a team, creating a multi-dimensional care experience for our patients. You'll have opportunities to make a difference. From our Ambassador Movement to our robust training and development programs, you can select where and how you want to make an impact.

HonorHealth offers a diverse benefits portfolio for our full-time and part-time team members designed to help you and your family live your best lives. Visit honorhealth.com/benefits to learn more.

Join us. Let's go beyond expectations and transform healthcare together.

HonorHealth is one of Arizona's largest nonprofit healthcare systems, serving a population of five million people in the greater Phoenix metropolitan area. The comprehensive network encompasses nine acute-care hospitals, an extensive medical group with primary, specialty and urgent care services, a cancer care network, outpatient surgery centers, clinical research, medical education, a foundation, an accountable care organization, community services and more. With nearly 16,000 team members, 3,700 affiliated providers and close to 1,100 volunteers dedicated to providing high quality care, HonorHealth strives to go beyond the expectations of a traditional healthcare system to improve the health and well-being of communities across Arizona. Learn more at HonorHealth.com.

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

HonorHealth's Customer Navigation Center is a very busy call center, receiving over 20,000 calls per week.

This position is part of the Specialty Scheduling team. The Coordinators handle 60-70 calls per day, navigating multiple systems during calls. The role is to improve access to care and patient experience through specialty appointment scheduling and support in-network referral recommendations. Will also facilitate or escalate patient navigation needs from inbound communication channel (Phones and MyChart)

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 Healthcare call center or Medical Office 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.)

• Demonstrate ICARE values to schedule appointments in EMR in alignment with scheduling guidelines based on patient preference, location, and insurance plans. Will also facilitate insurance verification. Facilitate appropriate call transfers per department instructions.
  
• Verify requirements for referrals, insurance plans, appt types and providers are met. Ensure all patient interactions are compliant with privacy and confidentiality regulations and policies.
  
• Document telephone encounters for inbound inquiries and appointment questions regarding primary care and specialty medical services. In addition, will respond to inquiries for wayfinding, educational seminars, referral statuses and MyChart Tier I tech support.
  
• Document and provide feedback from callers to the appropriate parties for follow-up and/or resolution. Follow Emergency Caller Map Process for time sensitive escalations. 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.