Customer Navigation Coordinator I

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.

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 over 20,000 calls per week. The Coordinators are the primary contact for customers who contact the Customer Navigation Center. Each Coordinator handles 60-70 calls per day, navigating multiple systems during calls. Primary role is to improve access to care and patient experience through primary care and specialty appointment scheduling and support in-network referral recommendations. 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 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.)

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.

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