Find your calling at Mercy!

The Navigator - vSubstance Use Recovery Program (vSURP) will facilitate the experience of patients at Mercy Virtual Substance Use Recovery Program as the primary point of contact for patients enrolling into the treatment program by providing coordinated personal, professional, and compassionate service. Navigator will perform a wide variety of duties to provide clerical, call center, data collection and clinical support. Activities include admitting/discharging patients, phone call triage, data collection and documentation. The Navigator also supports the daily operations of the clinic with patient registration, check-in, scheduling, or other activities as needed. Mercy’s Substance Use Program is a novel program, and this role will serve on a team of highly motivated, team-oriented professionals. Performs duties and responsibilities in a manner consistent with our mission, values, and Mercy Service Standards and the National Association of Social Work Code of Ethics.

Position Details:

Navigator - Virtual Substance Use Recovery Program (vSURP)

Location: Mercy Virtual
Department: Substance Use Recovery Program (vSURP)

Overview

The Navigator serves as the primary point of contact for patients enrolling in Mercy’s Virtual Substance Use Recovery Program (vSURP). This role is responsible for creating a supportive, coordinated, and compassionate experience for patients throughout the treatment process.

The Navigator performs a variety of administrative, patient support, and care coordination functions, including patient intake and discharge, scheduling, phone triage, documentation, referrals, and data collection. This position also supports the daily operations of the clinic and collaborates closely with patients, providers, pharmacies, and community resources to ensure continuity of care.

Mercy's Substance Use Recovery Program is an innovative and growing service, offering the opportunity to work alongside a highly motivated and team-oriented group dedicated to improving patient outcomes.

Key Responsibilities

Patient Care Coordination

• Serve as the primary contact for patients enrolling in the Virtual Substance Use Recovery Program.
• Coordinate telemedicine appointments, testing, procedures, and follow-up care.
• Assist patients with accessing and navigating telehealth resources, including the MyMercy app.
• Schedule and maintain patient appointments and provider calendars.
• Coordinate patient admissions and discharges.
• Complete referrals to appropriate internal and community-based resources.
• Screen patients for Social Determinants of Health (SDOH) and connect them with available resources.
• Follow up with patients who have not completed the admission process or require additional support.

Communication & Support

• Answer and triage incoming calls for the vSURP program.
• Communicate effectively with patients, families, physicians, clinics, pharmacies, and other members of the care team.
• Provide education and support to patients and their families.
• Build and maintain relationships with community agencies and referral partners.
• Exercise sound judgment and decision-making in both routine and complex situations.

Documentation & Administrative Support

• Accurately document patient information, referrals, insurance information, presenting concerns, and care coordination activities.
• Track, collect, and report program statistics and data as requested.
• Support clinic operations through patient registration, check-in processes, scheduling, and other administrative functions.
• Perform additional duties as assigned.

Compliance & Safety

• Maintain patient confidentiality and protect sensitive information in accordance with HIPAA and Mercy policies.
• Follow infection prevention and control guidelines.
• Adhere to patient rights standards and regulatory requirements.
• Comply with department and organizational safety practices.

Qualifications

Required

• High School Diploma or GED.
• Basic Life Support (BLS) certification within six months of hire.
• Strong communication and customer service skills.
• Excellent organizational and multitasking abilities.
• Ability to work in a fast-paced environment and handle occasional stressful situations.
• Strong critical thinking and problem-solving skills.
• Proficiency with Microsoft Office applications, including Word and Excel.

Preferred

• Bachelor's degree in Social Work, Psychology, or a related field.
• Previous experience in behavioral health, substance use treatment, healthcare navigation, care coordination, or a related setting.

Why Join Mercy?

At Mercy, we are committed to delivering compassionate care and helping individuals on their recovery journey. As a Navigator within the Virtual Substance Use Recovery Program, you'll play a vital role in connecting patients with life-changing treatment and support while working as part of an innovative and mission-driven team.

Why Mercy?

From day one, Mercy offers outstanding benefits - including medical, dental, and vision coverage, paid time off, tuition support, and matched retirement plans for team members working 32 hours per pay period.

Join a caring, collaborative team where your voice matters. At Mercy, you'll help shape the future of healthcare through innovation, technology, and compassion. As we grow, you'll grow with us.