JOB SUMMARY: 

The Care Navigator plays a crucial role in providing a positive, welcoming experience for our members and their families. This individual will serve as a guide for the member from the moment they arrive to the moment they leave our centers, ensuring every member has a positive experience and has their care needs met.  The ideal candidate will have a strong customer-service orientation, be passionate about senior care, and never hesitate to go the extra mile to ensure a positive member experience.  

DUTIES/RESPONSIBILITIES: 

• Welcome members upon arrival and help them feel safe and at home, navigating them through a seamless and clear check-in process 
• Update member information in the electronic medical records system 
• Schedule appointments and coordinate referrals for a multi-disciplinary care team 
• Assist members with filling out paperwork through electronic kiosks, as needed 
• Request medical records and upload documentation to electronic medical records system 
• Field questions from prospective and established members, as well as their adult children 
• Manage phone line by answering incoming calls, taking detailed messages, and conveying pertinent details to the right individual 
• Assist with center events, as needed

REQUIRED SKILLS/ABILITIES: 

• Excellent customer service skills, with a positive and welcoming demeanor 
• Passion for providing a quality experience for our senior members 
• Ability to work effectively with diverse populations including staff, providers, members, family members, insurance carriers, vendors, and the public 
• Working knowledge of medical terminology, insurance, and/or electronic medical record systems 
• High level of organization and attention to detail  
• Strong written and verbal communication skills 
• Proficient PC skills, including Microsoft Office Suite 
• Ability to maintain professionalism and flexibility in a changing work environment 
• Fluency in Spanish, or other languages spoken by our people in the communities we serve (where necessary)

EDUCATION AND EXPERIENCE: 

• Associates degree preferred, or equivalent experience 
• Minimum of one year of work experience in a clinical setting, or similar 
• Experience working with EMR systems a plus 
• Embodies and serves as a role model of ArchWell Health’s Values: 
  • Be compassionate 
  • Strive for excellence 
  • Earn trust 
  • Show respect 
  • Remain resilient 
  • Always do the right thing