Healthcare Associate

Job Title: Patient Care Navigator

Start date: May 5, 2025

Work Setup: Onsite at 6th Floor, 2Quad Building, Cebu Business Park, Cebu City

Shift: Graveyard (US)

Requirements:

• College level/ Associate Graduate
• Excellent communication skills
• Minimum of 1 year work experience in BPO for inbound/ outbound calls, preferably with experience in a healthcare/medical account
• Good tenure

Job Summary:
The Patient Care Navigator (PCN) is an essential team member of the Telehealth team that provides remote care to our customer and their employees. The PCN is primarily responsible for processing calls, navigating injured workers through the provider engagement process where triage is not required, answering questions about the process and transferring calls that require triage in a timely manner.

KEY RESPONSIBILITIES:

• Answer inbound calls from injured workers and/or supervisors, greet callers in a positive and professional manner to ensure a high level of customer service, and immediately transfer calls that require triage to the appropriate queue.
• Follow and apply standard operating procedures, protocols, algorithms, and customer directives when gathering pertinent information from injured workers or supervisors and provide appropriate information to the caller.
• Enter injured workers' information into the company's Triage software application and ensure it accurately reflects the phone interaction of each inbound/outbound call.
• Promote clear and coherent verbal communication with callers following an appropriate line of questioning and clarification of information when needed.
• Read & apply all client specific directives as they appear throughout the call process, gathering or providing information to injured worker and/or supervisor as directed.
• Collaborate with multidisciplinary teams to optimize patient outcomes.
• Maintain timely records of all communications regarding injured workers and ensure data elements from phone interactions accurately support the documentation.
• Follow HIPAA Compliance Policies to protect the confidentiality of information.
• Adhere to all division standards, policies, and procedures as they relate to call processing, attendance, adherence, and quality standards.
• Responsible for personal schedule adherence and accurately reflecting all shift activities using the phone system and being available and responsive during scheduled shift.
• Ensure timely completion of assignments in the company through ADP.
• Utilize approved communication channels to remain connected to team members, internal and external customers and respond to communication/requests in a timely manner.
• Attend meetings as requested by management and/or leadership.
• Other duties, tasks, and projects as assigned by management.