Job Details

Our client is a mission-driven healthcare organization dedicated to delivering personalized nutrition and wellness services. The company specializes in evidence-based nutrition counseling, often working with individuals who manage chronic conditions or seek preventive care. They are seeking a Care Experience Navigator to join the team!

The Care Experience Navigator serves as the primary point of contact for patients/members throughout their journey with the Company, from initial referral through program completion. This role supports patients/members in navigating program options and provides ongoing guidance to ensure a seamless, positive experience. The ideal candidate is compassionate, detail-oriented, and excels in a fast-paced environment.

This is a remote position working East Coast hours.

Bilingual (Spanish and English) is required.

Essential Responsibilities Include:

1. Serve as the primary point of contact for prospective and enrolled patients/members via phone, email, and portal communication.
2. Create a welcoming, empathetic experience by building rapport and providing clear, timely support throughout the patient/member journey.
3. Communicate with patients about services, provider availability, insurance coverage, and next steps.
4. Assist Spanish-speaking patients/members to ensure clear communication.
5. Translate materials from English to Spanish when needed.
6. Support intake and onboarding by collecting and verifying demographic, insurance, and referral information; ensuring all forms, consents, and authorizations are completed accurately.
7. Coordinate insurance eligibility and benefits verification, as needed.
8. Schedule initial and ongoing appointments and coordinate with clinical, nutrition, administrative staff, and referring providers.
9. Provide orientation and onboarding support, including portal access, digital tools, meal profile management, and preparation for initial sessions.
10. Monitor onboarding and program engagement tasks and follow up to address outstanding items and encourage completion.
11. Maintain regular communication throughout the program, assisting with navigation, referrals, scheduling, rescheduling, and troubleshooting service-related concerns.
12. Accurately document all patient/member interactions in the EMR system.
13. Conduct midpoint and post-program satisfaction surveys, identify barriers to engagement, and escalate concerns as appropriate.
14. Participate in team meetings, contribute to process improvements, and comply with HIPAA, confidentiality standards, and company policies.

• Associate or bachelor's degree in healthcare administration or a related field.
• Minimum of one year of experience in healthcare, medical office, or patient/member services.
• Background in behavioral health, nutrition, or specialty care preferred.
• Experience with EMR systems, digital platforms, and care coordination or patient/member navigation.
• Strong communication, organizational, and problem-solving skills with keen attention to detail.
• Empathetic, patient-centered, professional, and discreet with sensitive health information.
• Tech-savvy with the ability to manage multiple priorities in a fast-paced environment.
• Bilingual (Spanish and English) is required.