Member Services Navigator II - Mount Sinai Solutions

Our navigators support membership-based health centers. Our patients are members, and navigators help members via phone, chat, text, and e-mail to navigate the health care system - starting with the services available at our health centers, and extending to the broader Mount Sinai Health System. You will be joining a growing team that is focused on delivering a fantastic member experience.

Seamlessly navigate members through their healthcare journeys

• Serve as a single point of contact for member health care questions, including assistance with appointment scheduling, access to medical records, coordination across primary and specialty care providers, benefits and billing questions, technology troubleshooting, and more
• Help members to identify and access high-quality health care providers specific to their personal preferences and needs, including referral research, scheduling, follow-up, and prior authorizations
• Develop a deep understanding of members’ health benefits to explain their options and expected financial responsibility
• Coordinate with our health center providers and staff, insurances, pharmacies, and broader health care system to address member needs
• Conduct service recovery with members when necessary
• Coach and advise colleagues on handling complex navigation tasks

Build and improve our growing team and operations

• Proactively identify opportunities to continuously improve our member experience, technology tools, and operational efficiency
Implement process improvements
• - including improving existing processes and tools, training colleagues, documenting and updating knowledge management collateral, and more
• Develop deep knowledge in one or more specific navigation content areas in which you will drive improvement and serve as a team subject matter expert
• Participate in new navigator recruiting

Ensure a specific customer’s needs are met

• Serve as the expert on a specific major customer, including their company goals, culture, and recent notable news; navigation expectations; health care benefits; and key employees
• Complete high-priority customer navigation requests
• Implement new navigation workflows, policies, or programming tailored to customer
• Keep internal customer-specific knowledge management and workflows up-to-date
• Monitor customer-specific operational and service SLAs and escalate issues
• Liaise with our internal Customers team as needed

• Experience in a concierge or high-end clinical, service, or retail setting
• Experience and passion for health care
• Strong interpersonal skills and emphasis on building relationships with patients, providers, and peers
• Technologically savvy with interest in adopting new digital tools
• Polished verbal and written communication skills

General Skills and Competencies

Employer Description

Strength through Unity and Inclusion

The Mount Sinai Health System is committed to fostering an environment where everyone can contribute to excellence. We share a common dedication to delivering outstanding patient care. When you join us, you become part of Mount Sinai’s unparalleled legacy of achievement, education, and innovation as we work together to transform healthcare. We encourage all team members to actively participate in creating a culture that ensures fair access to opportunities, promotes inclusive practices, and supports the success of every individual.

At Mount Sinai, our leaders are committed to fostering a workplace where all employees feel valued, respected, and empowered to grow. We strive to create an environment where collaboration, fairness, and continuous learning drive positive change, improving the well-being of our staff, patients, and organization. Our leaders are expected to challenge outdated practices, promote a culture of respect, and work toward meaningful improvements that enhance patient care and workplace experiences. We are dedicated to building a supportive and welcoming environment where everyone has the opportunity to thrive and advance professionally. Explore this opportunity and be part of the next chapter in our history.

About the Mount Sinai Health System:

Mount Sinai Health System is one of the largest academic medical systems in the New York metro area, with more than 48,000 employees working across eight hospitals, more than 400 outpatient practices, more than 300 labs, a school of nursing, and a leading school of medicine and graduate education. Mount Sinai advances health for all people, everywhere, by taking on the most complex health care challenges of our time — discovering and applying new scientific learning and knowledge; developing safer, more effective treatments; educating the next generation of medical leaders and innovators; and supporting local communities by delivering high-quality care to all who need it. Through the integration of its hospitals, labs, and schools, Mount Sinai offers comprehensive health care solutions from birth through geriatrics, leveraging innovative approaches such as artificial intelligence and informatics while keeping patients’ medical and emotional needs at the center of all treatment. The Health System includes more than 9,000 primary and specialty care physicians; 13 joint-venture outpatient surgery centers throughout the five boroughs of New York City, Westchester, Long Island, and Florida; and more than 30 affiliated community health centers. We are consistently ranked by U.S. News & World Report's Best Hospitals, receiving high "Honor Roll" status, and are highly ranked: No. 1 in Geriatrics, top 5 in Cardiology/Heart Surgery, and top 20 in Diabetes/Endocrinology, Gastroenterology/GI Surgery, Neurology/Neurosurgery, Orthopedics, Pulmonology/Lung Surgery, Rehabilitation, and Urology. New York Eye and Ear Infirmary of Mount Sinai is ranked No. 12 in Ophthalmology. U.S. News & World Report’s “Best Children’s Hospitals” ranks Mount Sinai Kravis Children's Hospital among the country’s best in several pediatric specialties. The Icahn School of Medicine at Mount Sinai is ranked No. 11 nationwide in National Institutes of Health funding and in the 99th percentile in research dollars per investigator according to the Association of American Medical Colleges. Newsweek’s “The World’s Best Smart Hospitals” ranks The Mount Sinai Hospital as No. 1 in New York and in the top five globally, and Mount Sinai Morningside in the top 20 globally.

Equal Opportunity Employer

The Mount Sinai Health System is an equal opportunity employer, complying with all applicable federal civil rights laws. We do not discriminate, exclude, or treat individuals differently based on race, color, national origin, age, religion, disability, sex, sexual orientation, gender, veteran status, or any other characteristic protected by law. We are deeply committed to fostering an environment where all faculty, staff, students, trainees, patients, visitors, and the communities we serve feel respected and supported. Our goal is to create a healthcare and learning institution that actively works to remove barriers, address challenges, and promote fairness in all aspects of our organization.

Compensation

The Mount Sinai Health System (MSHS) provides salary ranges that comply with the New York City Law on Salary Transparency in Job Advertisements. The salary range for the role is $64526.72 - $76960.02 Annually. Actual salaries depend on a variety of factors, including experience, education, and operational need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.