Description
Our Premier Navigators support our membership-based health center. Our Premier patients pay a premium for a concierge experience and our navigators help members via phone, text, and e-mail to navigate the healthcare system. This starts with the services available at our health center and extends to the broader local healthcare ecosystem. You will be joining a growing team that is focused on delivering a fantastic member experience.
Responsibilities
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-value health care providers specific to their personal preferences and needs, including referral research, scheduling, follow-up, and prior authorizations
Acquire a deep understanding of members’ health benefits to explain their options and expected financial responsibility
Develop a personal relationship with the premier patients and serve as their advocate
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
Work with high and ultra-high net worth individuals who pay a premium for a white glove healthcare experience
Work side-by-side with our health center physicians to work on evolving and improving the experience for our members
Ensure a Premier Member’s needs are met
Serve as the expert on Premier members including their personal preferences, their upcoming medical needs, and our expansive referral network
Complete high-priority premier navigation requests
Implement new navigation workflows, policies, or programming tailored to customer
Keep internal premier-specific knowledge management and workflows up-to-date
Monitor premier-specific operational and service SLAs and escalate issues
Liaise with our internal Premier team as needed
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
Qualifications
Bachelor’s degree
0-2 Years of work experience
Experience and passion for health care
Strong interpersonal skills and emphasis on building relationships with patients, providers, and peers
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 (preferred but not required)
Strong understanding of health care claims & benefits (preferred but not required)
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
Ability to multi-task with varying priorities, even when urgent matters arise
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
Curious to recognize process deficiencies, recommend improvements, and implement solutions
Living in the tri-state area with ability to commute on-site 1-3 days a week
Compensation Statement
The Mount Sinai Health System (MSHS) provides a salary range to comply with the New York City Law on Salary Transparency in Job Advertisements. The salary range for this role is $58,661.00 - $74,250.00 Annually. Actual salaries depend on a variety of factors, including experience, education, and hospital need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.
Non-Bargaining Unit, J04 - MSS Health Center Admin - ISM, Icahn School of Medicine
Employer Description
Strength Through Diversity
The Mount Sinai Health System believes that diversity, equity, and inclusion are key drivers for excellence. We share a common devotion to delivering exceptional patient care. 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 invite you to participate actively as a part of the Mount Sinai Health System team by:
- Using a lens of equity in all aspects of patient care delivery, education, and research to promote policies and practices to allow opportunities for all to thrive and reach their potential.
- Serving as a role model confronting racist, sexist, or other inappropriate actions by speaking up, challenging exclusionary organizational practices, and standing side-by-side in support of colleagues who experience discrimination.
- Inspiring and fostering an environment of anti-racist behaviors among and between departments and co-workers.
At Mount Sinai, our leaders strive to learn, empower others, and embrace change to further advance equity and improve the well-being of staff, patients, and the organization. We expect our leaders to embrace anti-racism, create a collaborative and respectful environment, and constructively disrupt the status quo to improve the system and enhance care for our patients. We work hard to create an inclusive, welcoming and nurturing work environment where all feel they are valued, belong and are able to advance professionally.
Explore more about this opportunity and how you can help us write a new 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 43,000 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 approximately 7,400 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 and top 20 in Cardiology/Heart Surgery, 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. 14 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.
The Mount Sinai Health System is an equal opportunity employer. We comply with applicable Federal civil rights laws and does not discriminate, exclude, or treat people differently on the basis of race, color, national origin, age, religion, disability, sex, sexual orientation, gender identity, or gender expression. We are passionately committed to addressing racism and its effects on our faculty, staff, students, trainees, patients, visitors, and the communities we serve. Our goal is for Mount Sinai to become an anti-racist health care and learning institution that intentionally addresses structural racism.”
EOE Minorities/Women/Disabled/Veterans
Compensation
The Mount Sinai Health System (MSHS) provides a salary range to comply with the New York City Law on Salary Transparency in Job Advertisements. The salary range for the role is $58661 - $74250 Annually. Actual salaries depend on a variety of factors, including experience, education, and hospital need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.