Care Navigator

Care Navigator

Summary:

Livara is seeking a strategic and adaptable individual for the position of Care Navigator who will report to the Chief Strategic and Clinical Operations Officer. The Care Navigator is responsible for helping patients with complex musculoskeletal conditions navigate and access healthcare as well as home and community-based services. In this role, you will work collaboratively with the care team to provide support, communication and coordination to Livara’s patients. This individual will serve as primary point-of-contact for coordination between Livara, external providers and patients for referrals and tests, assist patients with understanding their available benefits and out-of-pocket costs, and ensure there are no gaps in care or communication.

The ideal candidate will have experience within healthcare, be a self-starter, and be passionate about serving patients.

Supervisory Responsibility: 

This position will not have any direct supervisory responsibility

Location:

Remote

Essential Functions:

• Key Responsibilities:
  • Perform outbound calls to patients within 1-2 business days following Livara provider appointment to review next steps from the plan of care and connect them with appropriate resources
  • Verify insurance eligibility and benefits and provide patients with an estimate of their out-of-pocket costs
  • Obtain prior authorizations when required and educate patients on prior authorization process and requirements
  • Place referrals to external providers and facilitate patient scheduling with the local external providers
  • Perform outbound calls to patients and external providers to make appointments, confirm appointment time and location, and follow up on care
  • Obtain notes, test results, and other medical records from external providers
  • Assist patients with understanding & accessing their insurance benefits and community resources such as transportation assistance
  • Develop and maintain lists of local providers as well as relationships with key office personnel (e.g. schedulers, coordinators) at those local provider offices 
  • Answer inbound calls from patients, providers and other resources
  • Document all interventions and patient related activities accurately within the electronic medical record (EMR) in a timely manner
  • Identify opportunities for improvement in workflows to increase efficiency and effectiveness of the position
  • Perform other duties as assigned
• Collaboration & Teamwork:
  • Demonstrate courteous, professional, and cooperative behavior towards teammates, patients and guests
  • Practice effective customer service in a manner perceived as pleasant, caring and responsive
  • Assist in problem-solving and meeting customer needs
  • Consistently seek out and respond to customer service issues and data
  • Work collaboratively with the care and onboarding teams to improve efficiency and effectiveness as well as patient and provider satisfaction
  • Demonstrate initiative with ability to think critically, multi-task, work independently, identify problems/barriers and present proposed solutions

Minimum Qualifications:

• High school graduate or equivalent
• Medical Assistant degree or other similar healthcare non-licensed degree
• 2+ years of Medical Assistant or Referral Coordinator experience
• Experience with insurance eligibility and benefit verification including ability to provide breakdown of benefits analysis and out-of-pocket amounts to patients
• Written and oral fluency in English
• Clinical knowledge including familiarity with musculoskeletal conditions and related healthcare services
• Internet connectivity: high speed internet 
• Effective interpersonal and customer relations skills
• Strong professional level of written and oral communication skills as well as active listening skills
• Ability to diffuse volatile situations and use good judgment and tact in dealing with patients
• Strong problem-solving and decision-making abilities
• Knowledge of medical terminology
• Ability to multitask effectively and efficiently 
• Proficient in CRM, EMR, Call Center Tools, Microsoft Office and Google Drive
• Ability to utilize resources in an organized manner

Preferred Qualifications:

• Fluent in Spanish
• 4+ years of Medical Assistant or Referral Coordinator experience

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.

Physical Requirements:

Prolonged periods of sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times.

Travel:

None

Why Join Livara?

Livara is a great place to be if you are passionate about helping others and want a place to grow!

Compensation Range, DOE (Hourly, Non-Exempt):

$21.50/hr - $33.50/hr

Benefits:

• Medical
• Dental
• Vision
• FSA Plan
• Life Insurance
• Long Term Disability
• 401(k) with a match 
• Generous PTO
• Wellness Benefits (Employee Assistance Program, Financial, Mindfulness, etc.)
• Career Growth Opportunities

Livara is an Equal Opportunity Employer: we value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.