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Primary City/State: Deer Valley - 2500 W Utopia Rd Phoenix, AZ 85027 Category: Administrative Support Shift: Day Department: Customer Navigation Center Scheduling Monday-Friday 8hr shift any time between 8am-5pm Great care starts with great people. (Like you.) At HonorHealth, you’ll find something special. From humble beginnings in 1927 to one of Arizona’s largest nonprofit healthcare systems, our culture is built on warmth and neighborly kindness. Behind every smile is a highly skilled professional with deep expertise and an unwavering dedication to what matters most — caring for the health and well-being of people and communities across the greater Phoenix area. Responsibilities: JOB SUMMARY The primary contact for customers who contact the Customer Navigation Center. Primary role is to improve access to care and patient experience through primary care and specialty appointment scheduling and support in-network referral recommendations. Facilitate or escalate patient navigation needs from inbound communication channel (Phones and MyChart) ESSENTIAL FUNCTIONS Demonstrate ICARE values to schedule appointments in EMR in alignment with scheduling guidelines based on patient preference, location, and insurance plans. Will also facilitate insurance verification. Facilitate appropriate call transfers per department instructions. Verify requirements for referrals, insurance plans, appt types and providers are met. Ensure all patient interactions are compliant with privacy and confidentiality regulations and policies. Document telephone encounters for inbound inquiries and appointment questions regarding primary care and specialty medical services. In addition, will respond to inquiries for wayfinding, educational seminars, referral statuses and MyChart Tier I tech support. Document and provide feedback from callers to the appropriate parties for follow-up and/or resolution. Follow Emergency Caller Map Process for time sensitive escalations. Elevate voice of customer opportunities to Trainers and Supervisors for implementation in training and/or centralized knowledgebase. Assist customers in enrolling and increase customer utilization of My Chart App (EPIC EMR). Performs other duties as assigned. EDUCATION High School Diploma or GED Required EXPERIENCE 6 months of customer service experience Required Other Typing a minimum of 45 words per minute (WPM) Required 1 year of call center experience Preferred Other Basic knowledge of insurance plans and requirements: Knowledge of physician specialties and hospital services offered Knowledge of medical terminology Knowledge of HIPPA/Privacy Practices Preferred Other Bilingual in Spanish (Conversation) Preferred LICENSE AND CERTIFICATIONS We're all in for your career. Expert care from experts who care. At HonorHealth, you’ll find something special. Our culture is built on warmth and neighborly kindness, but behind every smile is a highly skilled professional with deep expertise and unwavering dedication. We’re delivering a healthcare experience that simply feels better through: • Nine acute-care hospitals • Over 200 primary, specialty and urgent care centers • More than 17,000 team members and 4,000 medical staff Since 1927, we’ve been focused on doing what matters most — caring for people and communities across the greater Phoenix area. From humble beginnings to one of Arizona’s largest nonprofit healthcare systems, we’re just as driven as we were a century ago. Come join us and go all in for your career. 🔗 Helpful links 💼 Benefits 🖥️ Career site 🤝 Culture 📄 Hiring Process 🏥 Locations 🖥️ HonorHealth.com Join our talent community here! Stay connected with HonorHealth careers: • Get updates on hiring events • Be the first to know about new roles • Connect with our recruiters IMPORTANT: HonorHealth is committed to providing an excellent candidate experience for candidates interested in our job opportunities. We also care about the online safety of our job seekers. Please note the following: HonorHealth employee emails come from HonorHealth (i.e [email protected]) not a generic email address, such as gmail or yahoo. If you are suspicious of a job posting, or if you receive any email from an HonorHealth employee that you believe to be fictitious, please contact us [email protected]. HonorHealth does not use Google Hangouts to conduct interviews or conversations. HonorHealth will not ask you to provide any personal information (i.e. drivers license, bank account, credit card information, passwords, social security number) outside of our Applicant Tracking Software before a job offer is extended. If you believe that HonorHealth has violated your civil rights or believe you have experienced discrimination, please click the link to obtain information on your rights to file a complaint. For more information, please click here.