About Eden Health
Eden Health provides simple, tech-enabled primary care sold directly to employers. Our users enjoy immediate access to care over the Eden Health app, in our private clinics, and directly in their offices. We have transformed healthcare from an unpleasant necessity to a delightful experience focused on improving the lives of patients. The proof is in the outcomes; when companies work with us they have healthier workforces, increased productivity, and reduced healthcare costs.
What you will do
As a Healthcare Navigator, you will have front-line access to ensuring a best-in-class concierge experience for our patients. You will be responsible for handling patient requests, including questions and scheduling requests, through our patient facing app, e-mail, and phone. You’ll be expected to complete tasks efficiently and effectively while meeting our SLAs and maintaining high patient satisfaction. You will drive a high-touch patient experience by navigating them through the complexities of healthcare and exceeding expectations by going above and beyond during every patient interaction. You will be researching and connecting them with high-quality, in-network specialists, coordinating their appointments, requesting and releasing medical records, and answering questions about their benefits and insurance plans. As a Healthcare Navigator, you will be working closely with our medical providers, Virtual Navigators, and Medical Assistants and report into the Healthcare Navigation Manager.
This is a full time, fully remote position which requires flexibility in working hours. The shifts vary within the windows of 8am-8pm EST, Monday through Friday. In the future, team coverage will be expanded to cover additional evening hours and weekends and the Healthcare Navigator may be expected to assist with shift coverage during this time.
What success looks like
Efficiently responding to incoming insurance navigation inquiries on a day to day basis with a commitment to hospitality, patient-centeredness, and excellence
Communicating with patients and third parties in adherence with Eden Health’s customer service standards and style guide and using clear, concise, and professional language
Engaging with insurance companies and external provider offices and billing teams to fulfill our patients’ requests
Accurately documenting details of calls and steps taken to complete tasks
Providing timely communication and updates to patients
Proactively answering patients’ questions and providing information before they ask for it
Collaborating with other team members (including other Healthcare Navigators, Clinicians and Leaders) when assistance or expertise is needed
Identifying opportunities for improving our workflows and resources
Escalating immediately any cases with any patient dissatisfaction or complaint to relevant team members to ensure the continuous improvement of the patient experience
Driving consistency and alignment in processes and workflow across your teammates
Mentoring and coaching new team members as the team grows
Celebrating insurance navigation success stories and learning from patient feedback, thinking about each patient interaction as an opportunity for continuous improvement
Cross-training on front line app support as part of our holistic team approach
What you will bring
Excellent verbal and written communication skills
2+ years of experience in a Customer Service role
2+ years of experience in a Healthcare or Healthcare related field (direct interaction with insurance and/or billing departments a plus)
Ability to work within the hours of 8am-8pm EST Monday-Friday with the possibility of future additional evening coverage and weekend coverage
An obsession with delivering the highest quality customer experience and going above and beyond for customers
An interest in using technology to deliver tech enabled insurance navigation
A positive, professional, and empathetic tone with patients
The desire to be part of a fast-moving startup
Humor, humility and openness to being profusely appreciated as a hero by our patients
Ability to adapt to new information quickly
Ability to understand healthcare and insurance information and jargon
Comfortable working independently and being part of a remote, distributed team
$49,600 – $62,000 a year