Bilingual Patient Care Navigator

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Advance your career into a future-focused telehealth position! Great opportunity to work from home!

We are looking for Bilingual Patient Care Navigators to work full-time (40 hours per week). The current schedule needs are in the day/evening, eight or ten hour shifts between the hours of 8a-7p, with an alternating weekend requirement. If you are tech-savvy, have excellent verbal/phone skill, are proficient in both English and Spanish, and have a strong work ethic, consider joining this team!

As a Patient Care Navigator, you will be responsible for processing calls and generating reports from Medcor Telehealth Triage clients, supervisors, or injured workers in situations where triage is not required, within our remote call center environment. During this process, you will be required to follow standard operating procedures to place calls in the correct company and location, gather & document basic demographic information about the workplace incident, and provide information to the injured worker or supervisor as requested by Medcor’s client.

• Stability! We’ve been around since 1984.
• Competitive pay and benefits.
• Training to give you the tools you need to succeed.
• Future opportunities – Medcor is a growing company with a lot more to offer than just this job. There are opportunities to move vertically, horizontally, and geographically!
• Open-door policy. Your opinion matters – speak your mind! We encourage it and we look forward working together to improve our organization and your job.

• Answer inbound employee and/or supervisor injury report calls where triage is not required, within a fast-paced remote call center environment. Immediately transfer calls requiring triage to the appropriate triage queue.
• Follow standard operating procedure and client specific directives in order to correctly gather pertinent information from injured workers or supervisor and enter into proprietary software to complete the call report.
• Enter information into Medcor’s Triage software application that accurately reflects the phone interaction of each inbound/outbound triage call associated to one of Medcor’s Client’s, either supervisor, injured employee, or medical providers.
• Ability to follow protocols, including Medcor’s proprietary algorithms and completing forms/fields in the application.
• Use professional phone etiquette & excellent customer service skills during phone interactions to help ensure client satisfaction & retention. Effectively assist the caller with problem solving all issues related to their call.
• Promote clear and coherent verbal communication with callers following an appropriate line of questioning and clarification of information when needed.
• Read & apply all client specific directives as they appear throughout the call process, gathering or providing information to injured worker and/or supervisor as directed.
• Responsible for collecting and inputting data elements that will support the documentation and reports
• Follow HIPAA Compliance Policies to protect the confidentiality of information.
• Responsible for personal schedule adherence and accurately reflecting all shift activities using the phone system.
• Monitor your own performance with dashboard metrics, reviewing & acknowledging individual stats, and look for ways to improve. Participate in coaching sessions to improve performance.
• Compliance with all departmental standards, policies, and procedures as they relate to call processing, attendance, adherence, and quality standards.
• Responsible for timely completion of annual or monthly assignments in MedcorU, such as Compliance Modules, Training…