Patient Navigator II

. Conduct introductory and additional calls to patients for assigned procedures .

Posted 9/25/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Tools & technologies

VoIP

Key responsibilities & impact

Conduct introductory and additional calls to patients for assigned procedures
Serve as the onshore liaison to the offshore eligibility and pre-certification team
Review eligibility and authorization findings, clarify discrepancies, and assist with escalations
Re-verify eligibility and benefits when discrepancies are identified
Provide eligibility confirmation support for payer conflicts, escalations, same-day procedures, emergency procedures, and Medicare add-on procedures
Complete mandatory patient calls within SLA
Communicate authorization status and timelines
Explain out-of-pocket costs and collect deposits
Finalize scheduling once procedures are cleared
Identify potential escalations and patient fallout
Document communications and escalate issues according to policy
Serve as the primary contact for initial patient fallout, including hesitation or intent to cancel
Conduct first-level retention conversations, address insurance, cost, and process questions, and provide education and reassurance
Escalate cases and coordinate handoffs to the Office Manager, Vice President of Operations, or appropriate clinical team member when patients do not proceed
Maintain confidentiality and comply with HIPAA rules and regulations
Check and respond to work email throughout the workday
Complete required trainings and in-services
Perform other duties as assigned

What you’ll need

High School Diploma or equivalent with a minimum of three (3) years related experience; or an equivalent combination of education and/or experience
Knowledge of Internet and Microsoft Office software (MS Word, MS Excel, MS PowerPoint, MS Outlook)
Prior experience making outbound calls using VOIP software
Excellent written and oral communication skills, including exceptional customer service
Ability to establish and maintain effective working relationships with doctors, clinical staff, co-workers, and the public
Ability to work individually and within a team
Ability to follow verbal and written instructions
Ability to work a flexible schedule
Patience and understanding during stressful conditions related to patient health and emergent situations
Ability to multi-task and prioritize
Extreme attention to detail
Strong organizational skills
Problem-solving and reasoning ability
Ability to meet predefined quality standards
Professional attitude and appearance
Working knowledge of CPT and ICD-10 coding rules
Solid foundation of insurance knowledge and third-party payer guidelines
Working knowledge of healthcare, medical specialty, and medical terminology
Reliable transportation
Preferred: Two (2) years’ experience working with an Electronic Medical Record (EMR)
Preferred: Medical Billing Certification

Comp & perks