Patient Navigator

At Refresh Mental Health, our commitment to optimal mental health and steadfast support isn’t just for our clients; it extends to every team member.

Refresh Mental Healthrealizes that our practice's strength is our exceptional staff. We support our employees with a culture of innovation, professionalism, and healthy work/life balance. We are currently hiring a Patient Navigator (Full-Time). This is a collaborative position with Optum Behavioral Care (OBC).

Role Details:

The Patient Navigator's role is to provide a timely and positive experience for new inquiries and referrals while obtaining clinical and demographic information to match patients to the most appropriate provider or service line within Optum Behavioral Care (OBC). The Patient Navigator will be a subject matter expert for all OBC assets and service lines in their region.

The Patient Navigator position is remote. If the Patient Navigator lives outside the assigned region, the local time zone to the designated area will be followed.

Schedule: Monday – Friday 8:00 am - 7:00 pm (Multiple shift times available)

Primary Responsibilities:

• Respond to inbound inquiries (via live phone calls, pre-scheduled calls, web form inquires, chats, fax/electronic referrals) and appointment scheduling requests for behavioral health services.
• Make outbound calls to follow up with patients seeking behavioral health services.
• Gather all relevant demographic information, insurance/financial information, and psychosocial history to complete screenings for each new inquiry.
• Input all patient information into the designated tracking database or electronic health record (EHR).
• Route patients to the service line or provider must be based on triage/routing guidelines while ensuring a satisfactory patient experience.
• Design protocols, insurance payors, providers, and patient preferences to match new patients to appropriate providers and schedule appointments in the EHR system.
• Track and document the disposition of potential patients from initial contact to scheduling with the service line/provider.
• Takes ownership of inquiry, documenting and providing feedback to ensure the patient is transferred to the appropriate parties for follow-up and resolution as needed.
• Collaborate with referrals from Optum Care Delivery Organizations (CDO) and other preferred referral partnerships to ensure timely access to care within the network.
• Maintains excellent customer and provider service
• Handles high call and inquiry volumes.
• Display proficiency in utilizing a VoIP phone system.
• Display proficiency in verification of insurance benefits.
• Data entry and maintenance of client records.
• Build rapport and trust with clients and colleagues.
• Follow departmental policies & procedures, workflow guidelines, and escalation processes.
• Ensure that all actions comply with relevant guidelines protecting personal and health information (e.g., HIPAA requirements).
• Related tasks as assigned by the Regional Access Manager.

Required Qualifications:

• High School Diploma/GED (or higher)
• Experience with scheduling and electronic health records systems
• Ability to work shifts between local hours of 8:00 am – 7:00 pm (multiple shift times available)
• Familiarity with insurance companies and verification of insurance benefits
• Ability to set priorities and maintain productivity with minimal supervision
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Ability to keep all company-sensitive documents secure (if applicable)
• Access to high-speed cable internet

Preferred Qualifications:

• Bachelor’s Degree in psychology or related field
• 2 years of customer service experience; experience in medical or behavioral health setting
• Proficient in the Microsoft Office suite
• Experience with Salesforce, VoIP phone system
• Bilingual is beneficial, not mandatory
• Ability to work remotely (80% of the time)

About Refresh Mental Health

Refresh Mental Health provides outstanding operational support, infrastructure, and resources to allow clinicians to focus on what they do best — providing exemplary care to clients. This partnership will enable us to offer additional help and operational support while maintaining our local identity and leadership.

Refresh Mental Health is an Equal Opportunity Employer that values a diverse workplace. We are committed to building a team that is inclusive of all people, including those of LGBTQIA communities, members of all ethnic groups, people with disabilities and medical conditions, foreign-born residents, and veterans. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Refresh is also committed to compliance with all fair employment practices regarding citizenship and immigration status.