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Supervising Navigator - Mount Sinai Health Partners

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Mount Sinai Health SystemNew York, NY
  • Strength Through Diversity
  • Ground breaking science.
  • Healing made personal.
  • Job Title: Supervising Navigator - Mount Sinai Health Partners
  • Mount Sinai is one of the largest non-profit health systems in the U.S., with a strong reputation for quality of care, research, and education.
  • Health care has historically struggled with customer service, earning some of the lowest customer satisfaction scores of any industry.
  • We want to change that.
  • Our team exists to radically improve consumers' health care experiences.
  • We make it easier for patients to find and access the care they need, creating delightful experiences in the process.
  • A forward-thinking team that is challenging the status quo
  • Opportunity to inform the design of a new health care service
  • A warm, friendly work culture that is focused on the well-being of both our team members and the members we serve
  • Mentorship from caring and experienced leaders
  • Opportunities for career advancement
  • 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 local health care ecosystem.
  • You will be joining a growing team that is focused on delivering a fantastic member experience.
  • Seamlessly navigate members through their healthcare journeys
  • As a part-time navigator, 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
  • Answer questions about health care bills and assist with billing issues
  • Break down complicated health care information so it is easy for members to understand
  • Conduct service recovery with members when necessary
  • Serve as the point of contact for team members with immediate questions or concerns
  • 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
  • Participate in new navigator recruiting, onboarding, and training
  • Develop relationships with other provider offices to improve and expedite our members' care
  • Supervise navigation team
  • Manage navigation team staffing, schedules, and attendance
  • Manage and measure operational metrics to ensure team meets SLAs
  • Connect and communicate regularly with navigators via daily touchpoints, regular 1:1s, and as-needed forums
  • Manage navigator performance by setting clear performance expectations, conducting quality reviews and providing regular feedback on work
  • Support professional development through a tailored navigator coaching program
  • Complete annual performance reviews for navigators and implement navigator performance improvement plans, when needed, in collaboration with Manager
  • Develop and lead trainings on core navigation functions
  • Employ good judgment in responding to and escalating member concerns and personnel issues
  • Ensure all team members' technology is set up and working correctly, and assist with escalating technology issues
  • Collaborate with Health Center Operations and Customers team to ensure member and customer needs are met in a coordinated fashion
  • Passionate about improving consumer experiences in health care, as evidenced by academic or personal pursuits and professional experience
  • Detail-oriented and highly organized, taking pride in delivering a high-quality service and member experience
  • Self-motivated, resourceful, and go above and beyond to make the business successful
  • Positive, empathetic, and able to de-escalate tense situations and turn them into productive, resolution-oriented conversations
  • Proven role models, with a demonstrated interest and ability to coach and mentor fellow navigators and improve team tools and processes
  • Required to be on-site in NYC for initial onboarding and training as well as occasional onsite trainings and engagements
  • 3 Years of work experience
  • Experience supervising navigators and/or other administrative staff in a health care setting
  • Experience in a concierge or high-end clinical, service, or retail setting
  • Polished verbal & written communication skills
  • Technologically savvy with interest in adopting new digital tools
  • Experience using an electronic health record
  • Strong understanding of health care claims & benefits
  • The Mount Sinai Health System believes that diversity is a driver for excellence.
  • We share a common devotion to delivering exceptional patient care.
  • Yet we're as diverse as the city we call home- culturally, ethically, in outlook and lifestyle.
  • When you join us, you become a part of Mount Sinai's unrivaled record of achievement, education and advancement as we revolutionize medicine together.
  • We work hard to acquire and retain the best people, and to create a welcoming, nurturing work environment where you can develop professionally.
  • We share the belief that all employees, regardless of job title or expertise, can make an impact on quality patient care.
  • Explore more about this opportunity and how you can help us write a new chapter in our story!
  • Over 38,000 employees strong, the mission of the Mount Sinai Health System is to provide compassionate patient care with seamless coordination and to advance medicine through unrivaled education, research, and outreach in the many diverse communities we serve.
  • Formed in September 2013, The Mount Sinai Health System combines the excellence of the Icahn School of Medicine at Mount Sinai with seven premier hospital campuses, including Mount Sinai Beth Israel, Mount Sinai Beth Israel Brooklyn, The Mount Sinai Hospital, Mount Sinai Queens, Mount Sinai West (formerly Mount Sinai Roosevelt), Mount Sinai St. Luke's, and New York Eye and Ear Infirmary of Mount Sinai.
  • The Mount Sinai Health System is an equal opportunity employer.
  • We promote recognition and respect for individual and cultural differences, and we work to make our employees feel valued and appreciated, whatever their race, gender, background, or sexual orientation.

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