Care Navigator (Contract Position)

The Care Navigator role is a full-time, temporary position (three to four months for this initial project) expected to work 40 hours/week but with a flexible schedule (within designated business hours). For the duration of this initial phase of the program, it is likely this position will be fully remote. We expect to give preference in the next phase of the program to candidates who can work in our Stamford, Connecticut office, as the goal would be to have everyone in-office when it is safe to do so. This position will pay $18-25/hour (based on experience), payable semi-monthly and reports to the director of client operations. The projected start date is between 4/15 and 5/1/2021.

We have designed our Care Navigator program with a number of partners/clients in mind. The Care Navigator in this instance will be helping to close care gaps for health plan payers and improve health outcomes in designated markets. As a Care Navigator, you will contact patients and help schedule them, using the ReferWell system, for annual wellness visits and preventive care screenings (colonoscopies, mammograms and bone density scans). Closing care gaps is a vital tool in improving health care outcomes.

You will be responsible for reporting on contact results and statistics, and for taking the right proactive/corrective actions to ensure that members have a positive patient experience.

ReferWell is a venture-backed, rapidly growing, innovative, award-winning health technology company located in Stamford, CT. We are working hard to solve the last mile challenge in health care — scheduling patients, getting them to follow through with their appointments and helping specialists close the loop. Our vision is revolutionary health care delivery that effectively manages care. Our mission is to drive efficient care transitions through the last mile.

ReferWell has a dynamic and fast-paced start-up vibe, where contribution is more important than rank and results are everything. We have assembled a strong, diverse team of curious, creative people who want to find purpose in their work and support each other in the process.

ReferWell offers a comprehensive health plan and benefits plan. ReferWell is dedicated to providing equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, national origin, citizenship, age, disability, sexual orientation or genetic information.

Primary Responsibilities include (but are not limited to):

• Participate in outbound calls to pre-identified patients and work with them to get them scheduled with the proper provider (as determined by the ReferWell system) “right then and there” while they are on the phone.
• Manage each patient interaction to a high level of patient satisfaction.
• Learn and become an expert in the system’s capabilities.
• Track, manage and report on the metrics of the program as needed.
• Perform any additional or ad hoc tasks to help ensure the success of both the care navigator program and ReferWell.
• Maintain an unwavering positive, professional demeanor toward clients, prospects and all staff.

DESIRED WORK EXPERIENCE AND SKILLS

• Computer or laptop with internet access.
• Ability to make phone calls from a quiet, uninterrupted environment.
• Expertise in leveraging all Microsoft Office and Google Suite applications — can’t be tech-averse, must be a quick learner.
• Ability to excel in a remote work environment, managing your own schedule and deliverables.
• Proven ability to interact professionally and effectively with customers, both inbound and outbound.
• Experience in a patient facing medical role, customer service role or other health care role is a plus.
• Bilingual Spanish is a plus.

The successful candidate will have:

• Ability to “convey a smile through the telephone,” maintain calm in the face of objections or adversity and project the best possible image of the company at all times.
• Ability to think independently and problem-solve, including technical components, to satisfy client.
• Strong organization skills and attention to detail through to issue completion; a thorough thinker.
• Strong professionalism in written and verbal communication and interpersonal skills.
• Effective time management, multi-tasking and strong prioritization skills.