Job description

Job description

POSITION SUMMARY

Our Premier Navigators support our membership-based health center. Our Premier patients pay a premium for a concierge experience and our navigators help members via phone, text, and e-mail to navigate the healthcare system. This starts with the services available at our health center and extends to the broader local healthcare ecosystem. You will be joining a growing team that is focused on delivering a fantastic member experience.

In the role of Premier Navigator, you will:

Seamlessly navigate members through their healthcare journeys:

● Serve as a single point of contact for member health care questions, including assistance with appointment scheduling, access to medical records, coordination across primary and specialty care providers, benefits and billing questions, technology troubleshooting, and more

● Help members to identify and access high-value health care providers specific to their personal preferences and needs, including referral research, scheduling, follow-up, and prior authorizations

● Acquire a deep understanding of members’ health benefits to explain their options and expected financial responsibility

● Develop a personal relationship with the premier patients and serve as their advocate

● Answer questions about health care bills and assist with billing issues

● Break down complicated health care information so it is easy for members to understand

● Conduct service recovery with members when necessary

● Work with high and ultra-high net worth individuals who pay a premium for a white glove healthcare experience

● Work side-by-side with our health center physicians to work on evolving and improving the experience for our members

Ensure a Premier Member’s needs are met:

● Serve as the expert on Premier members including their personal preferences, their upcoming medical needs, and our expansive referral network

● Complete high-priority premier navigation requests

● Implement new navigation workflows, policies, or programming tailored to customer

● Keep internal premier-specific knowledge management and workflows up-to-date

● Monitor premier-specific operational and service SLAs and escalate issues

● Liaise with our internal Premier team as needed

Build and improve our growing team and operations:

● Proactively identify opportunities to continuously improve our member experience, technology tools, and operational efficiency

● Implement process improvements -- including improving existing processes and tools, training colleagues, documenting and updating knowledge management collateral, and more

Job Type: Full-time

Pay: $25.00 - $28.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• West Palm Beach, FL 33401: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer relationship management: 1 year (Preferred)
• concierge: 1 year (Preferred)

Work Location: In person

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