Care Experience Navigator, Bilingual – Spanish & English
De Novo HRConsulting & Business Advisory
full-time
Posted on:
Location Type: Remote
Location: Pennsylvania • United States
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Job Level
About the role
- Serve as the primary point of contact for prospective and enrolled patients/members via phone, email, and portal communication.
- Create a welcoming, empathetic experience by building rapport and providing clear, timely support throughout the patient/member journey.
- Communicate with patients about services, provider availability, insurance coverage, and next steps.
- Assist Spanish-speaking patients/members to ensure clear communication.
- Translate materials from English to Spanish when needed.
- Support intake and onboarding by collecting and verifying demographic, insurance, and referral information; ensuring all forms, consents, and authorizations are completed accurately.
- Coordinate insurance eligibility and benefits verification, as needed.
- Schedule initial and ongoing appointments and coordinate with clinical, nutrition, administrative staff, and referring providers.
- Provide orientation and onboarding support, including portal access, digital tools, meal profile management, and preparation for initial sessions.
- Monitor onboarding and program engagement tasks and follow up to address outstanding items and encourage completion.
- Maintain regular communication throughout the program, assisting with navigation, referrals, scheduling, rescheduling, and troubleshooting service-related concerns.
- Accurately document all patient/member interactions in the EMR system.
- Conduct midpoint and post-program satisfaction surveys, identify barriers to engagement, and escalate concerns as appropriate.
- Participate in team meetings, contribute to process improvements, and comply with HIPAA, confidentiality standards, and company policies.
Requirements
- Associate or bachelor’s degree in healthcare administration or a related field.
- Minimum of one year of experience in healthcare, medical office, or patient/member services.
- Background in behavioral health, nutrition, or specialty care preferred.
- Experience with EMR systems, digital platforms, and care coordination or patient/member navigation.
- Strong communication, organizational, and problem-solving skills with keen attention to detail.
- Empathetic, patient-centered, professional, and discreet with sensitive health information.
- Tech-savvy with the ability to manage multiple priorities in a fast-paced environment.
- Bilingual (Spanish and English) is required.
Benefits
- Bilingual (Spanish and English) is required.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
EMR systemscare coordinationpatient navigationinsurance eligibility verificationdemographic information collectionreferral information verificationbilingual communicationmaterial translation
Soft Skills
communicationorganizational skillsproblem-solvingattention to detailempathypatient-centered approachprofessionalismdiscretion
Certifications
associate degree in healthcare administrationbachelor's degree in healthcare administration