General Navigator - 26-11738

General Navigator

Location: New York, NY
Work Arrangement: Remote
Schedule: Monday–Friday, 8:30 AM–4:30 PM
Shift: Day Shift
Hours: 40 Hours/Week

Job Summary

We are seeking a compassionate, resourceful, and customer-focused General Navigator to support members as they navigate the healthcare system. The General Navigator will serve as a primary point of contact for members, helping them understand their healthcare options, coordinate appointments, locate providers, access medical records, and resolve healthcare-related questions.

The ideal candidate will have excellent communication and problem-solving skills and a strong commitment to delivering an exceptional member experience. The successful candidate should be comfortable working in a fast-paced, evolving environment while demonstrating empathy, professionalism, and strong attention to detail.

Key Responsibilities

• Serve as a primary point of contact for members navigating the healthcare system.
• Respond to member questions and inquiries by phone and email.
• Assess member needs and connect them with appropriate resources.
• Assist members with scheduling, managing, and following up on healthcare appointments.
• Help members identify and locate physicians, specialists, and other healthcare providers based on their needs and preferences.
• Assist members in accessing medical records and coordinating information with healthcare providers.
• Develop a strong understanding of healthcare benefits and services available to members.
• Explain healthcare benefits, processes, and complex healthcare information clearly and effectively.
• Assist with healthcare claims and benefits-related questions.
• Conduct proactive outreach to members by telephone or email.
• Follow up on outstanding member questions, requests, appointments, and healthcare needs.
• Maintain accurate documentation of member interactions, preferences, questions, and issues within appropriate technology platforms.
• Protect confidential member information and comply with HIPAA and applicable privacy requirements.
• Handle challenging or sensitive member interactions professionally and effectively de-escalate difficult situations.
• Take ownership of member issues and work toward timely and appropriate resolutions.
• Use creativity, resourcefulness, and sound judgment when addressing complex or unusual situations.
• Collaborate with internal teams and healthcare providers to ensure members receive appropriate support.
• Maintain a warm, professional, and service-oriented approach during every member interaction.
• Adapt to changing workflows, processes, and technologies.

Required Qualifications

• Bachelor's degree.
• Strong verbal and written communication skills.
• Excellent customer service and interpersonal skills.
• Strong listening and problem-solving abilities.
• Ability to communicate complex healthcare information in a simple and understandable manner.
• Ability to manage multiple requests while maintaining attention to detail.
• Ability to work independently in a remote environment.
• Ability to handle confidential information appropriately.
• Ability to remain professional and empathetic when dealing with difficult or frustrated members.
• Must be located within driving distance of New York City for initial onboarding/training and occasional onsite training or team engagements.

Preferred Qualifications

• Previous experience in healthcare, hospital, medical office, health plan, or clinical environments.
• Experience in healthcare concierge, patient navigation, member services, or patient coordination.
• Experience in high-end clinical, concierge, retail, hospitality, or other high-touch customer service environments.
• Experience with healthcare claims and benefits.
• Experience scheduling and coordinating medical appointments.
• Experience with Electronic Health Record (EHR) or Electronic Medical Record (EMR) systems.
• Strong technological skills and ability to quickly learn new digital tools and applications.