Position Summary
The Patient Navigator serves as the primary point of contact for prospective and existing patients, providing exceptional customer service while guiding individuals through the patient journey. This role is responsible for managing patient inquiries, coordinating communication, educating patients on available products and services, supporting the sales and clinical teams, and ensuring a seamless patient experience from initial contact through ongoing follow-up.
Work Environment
- 100% remote position
- Standard business hours with occasional overtime based on business needs.
Schedule: 9:30am - 6:00pm PST
Compensation: $20 to $22 Hourly plus Commission, DOE
Essential Duties and Responsibilities
- Receive, qualify, and track patient leads through the organization's CRM or lead management system.
- Contact prospective, current, and previous patients to provide education, answer questions, and generate new patient opportunities.
- Conduct outbound calls to follow up on patient inquiries, referrals, and ongoing patient needs.
- Serve as the first point of contact for patients by responding promptly to incoming phone calls, emails, and online inquiries.
- Build positive relationships with patients, providers, referral sources, and internal departments.
- Develop strategic outreach plans to support patient engagement and departmental objectives.
- Meet or exceed established call volume, response time, and performance metrics.
- Promote company products and services while maintaining compliance with company policies and applicable regulations.
- Maintain accurate and timely documentation of all patient interactions within designated systems.
- Document patient feedback and communicate recommendations for service and process improvements.
- Support continuous quality improvement initiatives to enhance the patient experience.
- Assist with patient satisfaction surveys and other customer feedback initiatives.
- Collaborate with clinical and operations teams to ensure efficient patient support and care coordination.
- Maintain confidentiality of patient information in accordance with HIPAA and company policies.
- Maintain regular attendance and punctuality.
- Comply with all company policies, procedures, and regulatory requirements.
- Report concerns, issues, or departmental inquiries to the Senior Patient Navigator Supervisor or Manager.
- Perform other duties as assigned.
Qualifications
Education
- High School Diploma or GED required.
- Associate's degree or Bachelor's degree in Healthcare Administration, a related field preferred.
Experience
- Minimum of 1–3 years of customer service, healthcare, patient support, call center, or sales support experience.
- Experience working in a healthcare environment preferred.
- Experience using CRM systems or Electronic Health Record (EHR) systems preferred.
Knowledge, Skills, and Abilities
- Excellent verbal and written communication skills.
- Strong customer service and relationship-building skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong organizational and time management skills.
- Proficiency with Microsoft Office (Outlook, Word, Excel, Teams).
- Experience with CRM and patient management software preferred.
- Strong attention to detail and documentation accuracy.
- Ability to work independently and collaboratively.
- Professional telephone etiquette and active listening skills.
- Knowledge of HIPAA regulations and patient confidentiality requirements.
Performance Expectations
Performance in this role will be measured by:
- Timely response to patient inquiries.
- Patient satisfaction and quality of service.
- Lead conversion and patient engagement metrics.
- Call quality and productivity goals.
- Accurate and complete documentation.
- Compliance with HIPAA and company policies.
- Effective collaboration with internal departments to support positive patient outcomes.
AmeriPharma’s Mission Statement
Our goal is to achieve superior clinical and economic outcomes while maintaining the utmost compassion and care for our patients. It is our joint and individual responsibility daily to demonstrate to outpatients, prescribers, colleagues, and others that We Care!
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is continuously required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and stoop, kneel, crouch or crawl. The employee must regularly lift and/or move up to 20 pounds and occasionally lift/or move up to 30 pounds. Specific vision abilities required by this job include close vision, peripheral vision, depth perception and the ability to adjust focus.
EEO Statement
The above statements are intended to describe the work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required. The duties and responsibilities of this position are subject to change and other duties may be assigned or removed at any time. AmeriPharma values diversity in its workforce and is proud to be an AAP/EEO employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, age, protected veteran status, or based on disability or any other legally protected class.
