Care Experience Navigator, Bilingual – Spanish, English

Role Overview

• Serve as the primary point of contact for prospective and enrolled patients/members via phone, email, and portal communication.
• Create a welcoming, empathetic experience by building rapport and providing clear, timely support throughout the patient/member journey.
• Communicate with patients about services, provider availability, insurance coverage, and next steps.
• Assist Spanish-speaking patients/members to ensure clear communication.
• Translate materials from English to Spanish when needed.
• Support intake and onboarding by collecting and verifying demographic, insurance, and referral information; ensuring all forms, consents, and authorizations are completed accurately.
• Coordinate insurance eligibility and benefits verification, as needed.
• Schedule initial and ongoing appointments and coordinate with clinical, nutrition, administrative staff, and referring providers.
• Provide orientation and onboarding support, including portal access, digital tools, meal profile management, and preparation for initial sessions.
• Monitor onboarding and program engagement tasks and follow up to address outstanding items and encourage completion.
• Maintain regular communication throughout the program, assisting with navigation, referrals, scheduling, rescheduling, and troubleshooting service-related concerns.
• Accurately document all patient/member interactions in the EMR system.
• Conduct midpoint and post-program satisfaction surveys, identify barriers to engagement, and escalate concerns as appropriate.
• Participate in team meetings, contribute to process improvements, and comply with HIPAA, confidentiality standards, and company policies.

Requirements

• Associate or bachelor’s degree in healthcare administration or a related field.
• Minimum of one year of experience in healthcare, medical office, or patient/member services.
• Background in behavioral health, nutrition, or specialty care preferred.
• Experience with EMR systems, digital platforms, and care coordination or patient/member navigation.
• Bilingual (Spanish and English) is required.

Benefits

• Remote position working East Coast hours