Healthcare Navigator - Health Home Primary Care

If you are a current University Health or University Health Physicians employee and wish to be considered, you must apply via the internal career site.

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If you love helping people, solving problems, and making healthcare feel easier to navigate, this role is for you. As a Health Home Healthcare Navigator, you will be the go to guide for patients as they move through their care journey. You will connect the dots between patients, providers, and services to create a smooth, supportive, and personalized experience every step of the way.

In this role, you will build meaningful relationships with patients, caregivers, and care teams while removing barriers and helping patients get the care they need. You will play a key part in creating a welcoming, patient focused environment that keeps patients engaged and coming back to University Health.

What You'll Do:

• Serve as the main point of contact for enrolled patients throughout their care experience. Answer calls, identify patient needs, schedule primary care and specialty appointments, verify insurance, explain policies, and assist with pre visit planning.

• Act as a non clinical navigator and concierge for patients by providing information about services, connecting patients to resources, and routing calls to the appropriate teams when needed.

• Document all services in the electronic medical record and track patient interactions accurately on the monthly patient list.

• Monitor hospitalization reports and communicate updates to the nurse care manager to support timely follow up. Request outside records and ensure they are added to the patient chart.

• Review payment denial and Medicaid renewal reports and proactively reach out to patients to help them maintain active coverage.

• Support the Health Home team by meeting with patients during clinic visits when additional advocacy or guidance is needed to ensure a productive and positive experience.

• Track no show reports and proactively contact patients to reschedule. Educate patients on transportation options and assist with scheduling or transitioning to virtual visits when appropriate.

• Build strong, positive relationships with patients, caregivers, providers, and team members while supporting a culture of excellent customer service and quality care. Contribute ideas to improve team performance and patient experience.

• Promote preventative and wellness services and proactively help patients stay on track by scheduling future appointments when appropriate.

• Provide education, outreach, and support to patients, including helping them use patient portals and virtual visit options. Identify and remove barriers to care such as transportation challenges.

• Maintain current knowledge of Medicaid processes including ME codes, spend down, and eligible diagnoses. Use EMOMED and CYBERACCESS to support care coordination. Act as a subject matter expert and promote the Health Home program to staff to encourage patient referrals.

• Support a culture of patient centered care by working collaboratively with the healthcare team to deliver compassionate, respectful, and coordinated services.

• Adapt to change with a positive attitude, take on new responsibilities, and continuously look for ways to improve processes and learn new skills.

• Promote quality improvement, patient safety, staff safety, and cultural diversity in daily work.

• Deliver care and service in a way that meets each patient's physical, emotional, educational, and safety needs.

• Maintain a courteous, helpful, and professional demeanor with all patients, visitors, and team members.

• Stay up to date on all applicable regulations, policies, and compliance requirements. Follow the Code of Conduct, Corporate Compliance Plan, and complete all required training. Participate in compliance activities as directed.

• Provide outstanding customer service by communicating openly, respectfully, and compassionately with patients, visitors, and colleagues.

• Demonstrate professionalism through honesty, integrity, and a genuine commitment to patient care. Build strong relationships and ensure every interaction reflects the organization's mission, vision, and values.

What You Bring (Minimum Requirements)

• Bachelor's degree or an equivalent combination of education and relevant work experience

• Outgoing personality with excellent verbal and written communication skills

• Ability to quickly learn and maintain strong knowledge of internal and community resources and services

• Ability to remain calm, professional, and solution focused in a fast paced and high stress environment while demonstrating strong judgment and customer service skills

• Proven ability to handle patient concerns with discretion and confidentiality

• Strong interpersonal skills with the ability to connect with people from diverse cultural, socioeconomic, and professional backgrounds and engage patients in a proactive way

• Self motivated and able to work independently while also being a strong team player

• Advanced ability to use scheduling systems and follow clinic guidelines

• Ability to use Excel or similar tools to track data, document activity, and generate reports

• Professional appearance and the ability to represent the organization in a way that enhances patient satisfaction