Patient Navigator

Position Summary

The Patient Navigator acts as the key contact for both potential and current patients, offering outstanding customer service and guiding individuals throughout their patient experience. This position entails handling patient inquiries, facilitating communication, educating patients about the company's products and services, supporting sales and clinical teams, and ensuring a smooth patient journey from the first interaction through continued follow-up.

Work Environment and Schedule

• This role is 100% remote.
• Standard business hours from 9:30 AM to 6:00 PM PST, with occasional overtime as business demands.

Compensation

The pay range is $20 to $22 per hour plus commission, depending on experience.

Primary Responsibilities

• Receive, assess, and track patient leads using the company's CRM or lead management system.
• Reach out to current, prospective, and past patients to educate, answer their queries, and create new patient opportunities.
• Make outbound calls to follow up on patient inquiries, referrals, and ongoing needs.
• Serve as the initial point of contact by promptly responding to incoming calls, emails, and online requests.
• Develop positive relationships with patients, healthcare providers, referral sources, and internal teams.
• Create and implement strategic outreach plans to enhance patient engagement and meet organizational goals.
• Achieve or surpass targets related to call volume, response times, and overall performance metrics.
• Promote company products and services while adhering to all company policies and relevant regulations.
• Keep detailed and accurate records of all patient interactions in designated systems.
• Document patient feedback and recommend improvements to services and processes.
• Support ongoing quality improvement initiatives aimed at enhancing patient care.
• Assist in patient satisfaction surveys and other customer feedback efforts.
• Collaborate with clinical and operations teams to ensure coordinated patient care and support.
• Maintain strict confidentiality of patient information in compliance with HIPAA and company policies.
• Exhibit regular attendance and punctuality.
• Follow all company guidelines, procedures, and regulatory requirements.
• Report any concerns or issues to the Senior Patient Navigator Supervisor or Manager.
• Perform additional duties as assigned.

Qualifications

• Completion of High School Diploma or GED is required; Associate's or Bachelor's degree in Healthcare Administration or a related field is preferred.
• One to three years of experience in customer service, healthcare, patient support, call centers, or sales support.
• Experience in healthcare settings is desirable.
• Familiarity with CRM systems or Electronic Health Record (EHR) software is preferred.

Skills and Abilities

• Excellent verbal and written communication capabilities.
• Strong customer service orientation and ability to build lasting relationships.
• Capacity to handle multiple tasks efficiently in a fast-paced environment.
• Highly organized with strong time management skills.
• Proficient in Microsoft Office applications such as Outlook, Word, Excel, and Teams.
• Experience with CRM and patient management software is a plus.
• Exceptional attention to detail and accuracy in documentation.
• Able to work both independently and collaboratively as part of a team.
• Professional telephone manner and effective listening skills.
• Knowledge of HIPAA requirements and patient confidentiality standards.

Performance Criteria

• Prompt responses to patient inquiries.
• High patient satisfaction and quality service delivery.
• Successful conversion of leads and active patient engagement.
• Meeting call quality and productivity standards.
• Accurate, thorough documentation of interactions.
• Compliance with HIPAA and internal company policies.
• Effective teamwork to achieve positive patient outcomes.

Company Mission

AmeriPharma is dedicated to delivering superior clinical and economic results while showing profound compassion and care for patients. Every day, the team strives to demonstrate a culture of "We Care!" toward outpatients, prescribers, colleagues, and others.

Physical Requirements

The role requires continuous sitting and communication, occasional standing, walking, handling objects, reaching, and occasional stooping or kneeling. Employees must be able to lift or move up to 20 pounds regularly and up to 30 pounds occasionally. Visual abilities include close vision, peripheral vision, depth perception, and focus adjustment. Reasonable accommodations for disabilities can be arranged.

Equal Employment Opportunity

The listed duties and qualifications describe typical responsibilities but are not exhaustive. The company may modify duties as necessary. AmeriPharma is committed to diversity and is an equal opportunity employer, providing employment opportunities without discrimination based on race, sex, color, religion, sexual orientation, gender identity, national origin, age, veteran status, disability, or any other protected category.