[Hiring] Patient Care Navigator @WovenX Health

Role Description

We are seeking a personable and tech-savvy individual to join our team as a fully remote Patient Care Navigator. This is a highly patient-facing, customer service-focused role, with much of the workday spent communicating directly with patients by phone.

The ideal candidate is extremely comfortable being on the phone for extended periods, confidently calling patients and answering calls, providing guidance, creating a positive patient experience, and documenting interactions. Exceptional verbal and written communication skills and the ability to communicate with patients professionally, clearly, and compassionately are essential.

While a Clinical Medical Assistant (CMA) background is preferred, this position is less focused on traditional MA responsibilities and more focused on patient support and customer service. Candidates should also be comfortable working across multiple electronic medical record systems (EMRs) and platforms, and able to work self-sufficiently in a fast-paced remote environment.

Scheduled hours for this position are Tuesday–Saturday, 10:00 AM–7:00 PM Pacific Time (PT).

• Provide exceptional customer service to patients through phone, chat, and other virtual communication channels
• Assist patients with registration, questions, technology-related issues, and accessing healthcare services
• Communicate professionally and compassionately with patients, clinic staff, and healthcare providers
• Work efficiently across multiple EMRs, healthcare platforms, insurance portals, and other technology systems
• Accurately document patient information and interactions within the appropriate systems
• Assist with insurance verification, chart reconciliation, records retrieval, and other clinical administrative tasks
• Support providers and clinic partners with patient and visit-related needs
• Maintain a high level of accuracy while working in a fast-paced, multi-tasking environment
• Follow established workflows, policies, and procedures while recognizing opportunities to improve processes
• Protect patient privacy and maintain compliance with applicable healthcare privacy and security requirements

Qualifications

• Active medical assistant certification from a nationally recognized and accredited program preferred
• Two or more years of experience in a patient-facing or customer service role, preferably in healthcare, such as patient care navigator, medical assistant, healthcare call center representative, clinic front office staff member, patient services representative, or similar role
• Exceptional customer service, verbal communication, and interpersonal skills
• Excellent written communication skills with high attention to spelling and grammar
• Extremely comfortable communicating with patients by phone
• Strong technology skills and the ability to quickly learn and navigate multiple systems simultaneously
• Experience working with multiple electronic medical records (EMRs)
• Self-sufficient and able to work independently
• Strong problem-solving skills and the ability to take initiative without constant direction
• Comfortable troubleshooting routine technology and workflow issues independently and escalate more complex issues appropriately
• Ability to prioritize and manage multiple responsibilities in a fast-paced environment

Requirements

• A reliable, high-speed internet connection capable of supporting multiple healthcare platforms and applications simultaneously
• A suitable, private workspace that allows for confidential patient communication
• The ability to remain consistently available and connected throughout scheduled working hours
• A reliable plan for maintaining connectivity in the event of an unexpected internet or power interruption