Patient Navigator

Why is Health Advocate a great place to work? For starters, Health Advocate employees enjoy helping people every single day. Employees are given the training they need to do their jobs well, and they work with supervisors and staff who are supportive and friendly. Employees have room to grow, and many of Health Advocate's supervisors are promoted from within the company.

Our awards and recognitions include:

• 2025:
  Stevie® Awards for Sales & Customer Service:
  Customer Service Department of the Year
  - Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner
• 2024:
  Excellence in Customer Service Awards:
  Organization of the Year (Small)
• Stevie® Awards for Sales & Customer Service:
  Customer Service Department of the Year
  - Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner
• Best in Biz Awards:
  Most Customer-Friendly Company of the Year
  - Medium and large category (Silver)

As part of Teleperformance in the US, we were also named #95 in the 2024 'Fortune 100 Best Companies to Work For®' in the USA by Great Places to Work (GPTW®).

Responsible for assisting patients in navigating the healthcare system by providing timely, foundational support that improves care engagement and coordination. Handles incoming calls and outreach to help patients with appointment scheduling, transportation, care coordination, and access to community resources. Transfers calls outside scope of responsibility to appropriate clinical or administrative resources. Verifies and updates patient information in appropriate systems.

This role is designed to function as a Patient Navigator, providing patients with timely support to improve engagement and care navigation. Navigators will focus on connecting patients with the right resources, addressing barriers such as transportation or health literacy, and coordinating services across healthcare and community systems to reduce care delays and improve health outcomes.

• Connect with patients by phone, SMS, email, or IVR and quickly develop rapport to encourage engagement in care.
• Provide live member support, including appointment scheduling, transportation coordination, and medical record transfer.
• Offer basic clinical education and appointment preparation support.
• Screen for social determinants of health (SDOH) and make referrals to community resources and payer ecosystems.
• Transfer calls requiring licensed clinical support to the 24/7 nurse line or appropriate internal resources.
• Verify/collect appropriate demographic information and update in appropriate system.
• Follow up with patients, providers, and partners to ensure timely access to services and adherence to established policies.
• Exercise exceptional customer service skills in an effort to optimize each patient interaction.
• Ensure that all patient interactions comply with HIPAA and other applicable federal/state laws.

• Track patient needs through to resolution, documenting all interactions thoroughly.
• Continuously evaluate status of open cases, prioritizing tasks to provide timely, high-quality support.
• Monitor issue trends and elevate patterns to supervisor for improvements in service delivery.

• Cooperate with team members to meet goals and complete tasks.
• Provide quality service that exceeds patient expectations.
• Treat all internal/external stakeholders with dignity and respect.
• Escalate to supervisor any situation outside the employee’s control that could adversely impact services.
• Act as mentor for new team members.
• Assist in user acceptance testing for system updates and enhancements.
• Participate in departmental improvement projects.

This position is primarily office-based, with frequent use of computers, telephones, and related technology. The role is sedentary in nature, with essential physical functions including fingering, grasping, and…