Job description
We have designed our Care Navigator program with the needs of partners/clients in mind. The Care Navigator will engage members via telephonic outreach that have been identified by our health plan clients in order to address a barrier to establishing medical care or assist them in setting up a preventive care screening. Successful care navigation is achieved through collaborating with the member and sometimes the other health care professionals involved in the member's care. Depending on the program, you will contact and maintain relationships with members for a designated time; you will assist members with referrals and scheduling appointments as appropriate, using the ReferWell system and other web-based platforms; in all cases, you will capture detailed, thorough notes related to the conversation and member’s needs. Part of our care navigation team also works more directly with medical practices and administrative staff to assist in coordinating referral management efforts including: scheduling appointments, ensuring adherence to HIPPA protocols, and documenting within our internal system appropriate measures based on appointment attendance, rescheduling, and receipt of consult notes following the appointment.
The Care Navigator role is a full-time position. The candidate is expected to work 40 hours a week. The hourly rate is $20-$24/hour (based on experience), payable bi-weekly. This position reports to the Senior Director, Client Services.
All training time is paid at the same hourly rate, and encompasses one full week (remote) from 9am to 4pm EST M-F.
Please apply only if you reside in CT!
Primary Responsibilities include (but are not limited to):
● Participate in outbound calls to pre-identified patients and work with them to get them scheduled with the proper provider via the ReferWell platform.
● Assess each patient’s treatment needs as identified via client-provided patient questionnaires; keep accurate records and thoroughly document the call notes; and update the status of each case when the interaction is completed.
● Manage each member/patient interaction to a high level of patient satisfaction. Avoid trying to provide clinical guidance, just navigate the member to the right next step (per the training provided by ReferWell).
● Learn and become an expert in the system’s capabilities.
● Take initiative and communicate needs effectively with a high level of attention to detail.
● Perform any additional or ad hoc tasks to help ensure the success of both the Care Navigation program and ReferWell.
● Maintain an unwavering positive, professional demeanor toward clients, prospects, and all staff.
DESIRED WORK EXPERIENCE AND SKILLS
● Fluent in Spanish or Mandarin is a plus, but not required!
● Experience in healthcare, social work and/or customer service industry;
● Experience working in a call center and/or making consistently large volume of outbound calls each day;
● Ability to make phone calls from a quiet, private, uninterrupted environment;
● Expertise in leveraging all Microsoft Office and Google Suite applications – can’t be tech-averse, must be a quick learner;
● Ability to excel in a remote work environment, managing your own schedule and deliverables;
● Proven ability to interact professionally and effectively with members/patients and provider medical offices, both inbound and outbound;
● Experience in a medical patient facing role, customer service role, or other healthcare role is a plus.
The successful candidate will have:
● Associates Degree Required, Bachelor's Degree preferred.
● Critical thinking skills and empathy to make patients feel empowered and at ease;
● Ability to “convey a smile through the telephone,” maintain calm in the face of objections or adversity and always project the best possible image of the company;
● Ability to think independently and problem-solve, including technical components, to satisfy clients;
● Ability to pivot between different projects as needed to cater to the needs of our clients;
● Ability to work within a team environment;
● Strong organization skills and attention to detail through to issue completion; a thorough thinker;
● Strong professionalism in written and verbal communication and interpersonal skills;
● Effective time management, multi-tasking, and strong prioritization skills;
ReferWellSM is a venture-backed, rapidly growing, innovative, award-winning health-tech company located in Stamford, CT. ReferWell’s unique combination of technology and services enable clients to leverage the referable moment to transform, simplify and integrate healthcare delivery getting more people the care they need.
Intervening at the referable moment—the point in time when a person is most ready to take action to improve their health—is critical to streamlining and integrating care delivery. By leveraging that moment, ReferWell’s intuitive technology platform and a skilled service team create the award-winning tech-enabled service product that is ReferWell.
ReferWell has a dynamic and fast-paced start-up vibe, where contribution is more important than rank—and results are everything. We have assembled a strong, diverse team of curious, creative people who want to find purpose in their work and support each other in the process. The company recently closed a Series B round of funding and is entering its next phase of growth and looking to hire individuals who can help take the company to the next level.
ReferWell is dedicated to providing equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, national origin, citizenship, age, disability, sexual orientation, or genetic information.
Job Type: Full-time
Salary: $20.00 - $24.00 per hour
Benefits:
- 401(k)
- Health insurance
- Paid time off
- Paid training
- Work from home
Schedule:
- 8 hour shift, 40 hours per week required
Application Question(s):
- How many years' experience do you have in the healthcare industry?
- Do you excel at multitasking?
- Will you undergo a background check if hired?
- Will you undergo drug screening if required based on the project intended?
- Do you reside in the state of CT?
Experience:
- Call center/Administrative Support: 1 year (Required)
- Customer service: 1 year (Required)
- Healthcare setting (Preferred)
Language:
- Spanish (Preferred)
- Mandarin (Preferred)
Work Location: Remote
Job Type: Full-time
Pay: $20.00 - $24.00 per hour
Expected hours: 40 per week
Benefits:
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Work Location: Remote