Optimum RTS - Member Services Navigator
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Member Services Navigator

Location : West Palm Beach, FL
Job Type : Direct
Hours : Full Time
Travel : No
Relocation : No
Job Industry : Healthcare - Health Services

Job Description :
Are you a master of customer service and patient experience? Established and well-known medical services provider is seeking a Member Services Navigator for their newest concierge location in West Palm Beach!

Member Services Navigators support membership-based practices. They help patients via digital tools, over the phone and in person to navigate the healthcare system -- starting with the services available at the concierge practice, and extending to the broader local healthcare ecosystem. You will be joining a small and growing team that is focused on delivering a fantastic member experience.

Key Responsibilities:

  • Serving as a single point of contact for members as they navigate the often complex world of health care

  • Serving as a hub for all questions (in person, over the phone and by email or patient portal ) quickly resolving inquires and directing members to the right resources

  • Helping members to schedule and manage their appointments and follow up on their care

  • Coordinating all aspects of a member’s care including finding a doctor, specialist, and all  other healthcare services specific to their personal preferences and needs

  • Facilitating member and provider access to medical records

  • Ensuring physicians have necessary support to provide seamless care to members

  • Developing and maintaining a deep understanding of the offerings available to our members

  • Reviewing health care information with the member to ensure it is understandable and followed

  • Conducting proactive outreach via phone or email to members, responding to all incoming inquiries and anticipating member needs

  • Assisting with out of area care

  • Ensuring members receive appropriate off-hours care with timely follow-up 

  • Presenting a warm open experience for members during every interaction

  • Work with high network individuals who pay a premium for a white glove healthcare experience

  • Documenting members’ preferences, questions, and issues in our technology applications while respecting privacy laws for patient protection (HIPAA)


Required Qualifications :

  • Bachelor's degree highly preferred

  • Fully proficient in MS Office

  • Experience in a concierge or high-end clinical, service, or retail setting

  • 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

  • Highly polished verbal & written communication skills

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