JOB DESCRIPTION: Treatment Navigation Specialist
The Treatment Navigation Specialist is responsible for being the first line of contact for our customers. They promote a positive environment and are responsible for assisting various aspects within a Call Center. This includes, acting as a liaison between clinical staff, external parties, and the sales department. The Treatment Navigation Specialist is also responsible for providing a concierge service at the highest level possible.
The Treatment Navigation Specialist ensures effective inbound/outbound communications in a timely manner. Duties include managing inbound/outbound calls, documenting all lines of communication, and assisting with issues in a timely manner. The Treatment Navigation Specialist will communicate with patients, payors, healthcare providers, clients, and other OptiMed stakeholders.
The duties and responsibilities of the Treatment Navigation Specialist include, but not limited to:
- Utilize verbal communication strategies to effectively address caller requests.
- Professionally handle a high volume of complex inbound/outbound calls.
- Discuss products, services, and ensure a textbook customer experience.
- Effectively handle complaints while consistently demonstrating behaviors that are respectful and productive to an excellent experience.
- Build relationships and trust with clients, patients, and other stakeholders.
- Address customer issues and ensure effective and long-term solutions.
- Must be able to maintain strict confidentiality of sensitive information in accordance to HIPAA.
- Work with various departments to support the mission, vision, and values of OptiMed Health Partners.
- Receive feedback, promote a positive work environment, and leverage strengths to teach the team.
- Able to adapt and overcome challenges with the team while maintaining the highest quality standards.
SUPERVISORY RESPONSIBILITIES
The Treatment Navigation Specialist has no direct reports.
QUALIFICATIONS
TheTreatment Navigation Specialist shall meet these requirements.
- High school diploma or GED required.
- Associate’s degree preferred.
- Two (2) years of previous experience in Customer Service role required,
- Proficient in operating a CRM, EMR, or Call Center Solution.
- Must have excellent communications skills in both written and verbal forms.
- Must be able to work effectively with various levels within the organization, including staff, leadership, patients, pharmacist, sales, and other clients or stakeholders.
PREFERRED SKILLS
The Treatment Navigation Specialist will share these preferred skills:
- Is effective in a variety of communication styles, that can provide timely and accurate information.
- Is persistent in accomplishing objectives despite obstacles and setbacks.
- Understands different situations can call for different approaches, while reacting accordingly.
- Can prioritizes work to meet commitments and organizational initiatives.
- Applies others’ diverse experiences, styles, background, and perspectives to obtain results.
- Can juggles multiple activities and utilizes their knowledge of internal support and processes.
- Can demonstrate a variety of multi-mode communication skills, listens, relates and comfortably collaborates effectively with various stakeholders.
- Maintains a positive attitude despite adversity. Follows through on commitments and is direct and truthful. Shows a commitment to continuous improvement and excellence.
- Proficiency with Microsoft Office products, including Word, Excel, Outlook, and other platforms.
PHYSICAL DEMANDS
The Treatment Navigation Specialist must be able to spend a considerable time viewing a computer monitor and sit for prolonged periods of time. Additional tasks may include, lifting, bending, standing, or walking for short periods of time.
WORK ENVIRONMENT
The Treatment Navigation Specialist thrives in a fast-paced work environment which may vary from an office/desk type confinement to being required to spend most of the day on their feet, assisting in other departments.
Job Type: Full-time
Pay: $19.00 - $24.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Disability insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Experience:
- Call center: 2 years (Required)
- Customer service: 2 years (Required)
- Medical office: 2 years (Required)
Ability to Commute:
- Kalamazoo, MI 49009 (Preferred)
Work Location: In person
