Care Experience Navigator, Bilingual – Spanish & English
De Novo HRConsulting & Business Advisory
full-time
Posted on:
Location Type: Remote
Location: Remote • Pennsylvania • 🇺🇸 United States
Visit company websiteJob Level
Junior
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
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