Care Navigator

Independent Health

. Act as the first point of contact for member and provider inquiries .

Posted 10/13/2026full-timeBuffalo • New York • United StatesJunior💰 $20 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service skills with a focus on empathetic listening and problem-solving in a healthcare environment. Proficient in navigating systems to assist members with inquiries and ensure compliance with relevant regulations.

Highest-signal resume keywords

Customer Service ExperienceHealthcare KnowledgeEmpathetic ListeningMicrosoft Office ProficiencyProblem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Benefit UtilizationClaims ProcessingEligibility ResolutionAppointment SchedulingPrior-Authorization ManagementProvider SelectionID Card ProcessingCOB VerificationSubrogation HandlingAppeals Assistance

Soft Skills

Interpersonal CommunicationActive ListeningAdaptabilityTeam CollaborationCritical Thinking

Tools & Technologies

Microsoft WordMicrosoft ExcelMicrosoft PowerPointACT

Industry Keywords

DOL ComplianceHealthcare ServicesSocial ServicesMember AdvocacyCare Navigation

About the role

Key responsibilities & impact

Act as the first point of contact for member and provider inquiries
Provide high-touch assistance with benefit questions, provider selection, health improvement, care resources, benefit utilization, and appointment scheduling
Advocate for customers through active listening and empathetic service
Navigate systems and applications to resolve benefit, eligibility, provider billing, claims, and reimbursement inquiries
Process ID card requests, PCP assignments, provider searches, prior-authorization matters, referrals, repatriation, portal assistance, appeals, COB/dependent verification, and subrogation calls
Communicate accurate policy and procedure information and successful inquiry resolutions
Ensure compliance with DOL rules and regulations
Educate customers with tools and resources to support informed healthcare decisions
Meet or exceed department scorecard standards and log all contacts in appropriate systems
Maintain technical knowledge of benefit plan documents, systems, policies, and procedures
Attend required training sessions
Address first-level complaints and assist with appeals
Service walk-in members and provide correspondence support as needed
Mentor new Care Navigation associates

Requirements

What you’ll need

High School Diploma or GED required
Six (6) months of customer service experience required
Experience in a healthcare related or social services setting preferred
Desire to positively impact members’ health coverage experience through empathetic listening and high touch experience
Ability to build cohesive relationships, solve problems, and support members with resources and education
Adaptability in a high-energy, creative, and evolving work environment
Ability to handle multiple duties with minimal direction and apply critical thinking skills
Excellent interpersonal, verbal, and written communication skills
Microsoft Office proficiency, including Word, Excel, PowerPoint, and ACT
Proven examples of displaying Nova’s Core 4: Act with Passion, Work Together, Be Accountable, Build Trust
Must be able to work onsite at the Williamsville location as part of the hybrid arrangement
Immigration or work visa sponsorship will not be provided

Benefits

Comp & perks

First-class perks and benefits
Scorecard incentive eligibility
Full range of benefits
Generous paid time off