Intake Coordinator

About Navigate Care

Navigate Care helps older adults manage the medical and social challenges affecting their health. Our care navigators coordinate medical appointments, transportation, medical equipment, community resources, caregiver support and the other services patients need to remain healthy and independent.

About the role

The Intake Coordinator is the first person a new patient or family member speaks with. When someone fills in our form, answers an ad or is referred to us, you call them back right away, listen to what is going on, and find out whether we can help.

You check their Medicare coverage in our console, explain in plain words what the service is and what it usually costs, and schedule their first visit with one of our providers. From there, the provider and a care navigator take over.

This is a phone role. You are not giving medical advice, assessing anyone clinically or deciding what care they need. You are making sure a worried family gets a prompt, warm call and a clear next step.

What you’ll do

• Call every new patient back within minutes of their request during your hours
• Listen to what the patient or family is dealing with and write it down clearly
• Confirm the basics: who the patient is, where they live, how they want to be reached
• Run the Medicare eligibility check in our console and confirm Part B and any supplemental coverage
• Explain the service, what it usually costs with Medicare, and what happens next
• Schedule the first visit with a provider and send the confirmation by text or email
• Follow up with people who did not pick up, and try again at the time they asked for
• Keep every call, note and task in our console so the care team can pick up where you left off
• Flag anything urgent or outside your role to the care team right away

When you work

• You commit to set hours each week and keep them
• During those hours you are at your computer with a headset on, ready for the next new patient
• New requests are answered as they come in, not at the end of the day

What you bring

• Experience working with patients or the public in a care setting: social work, community health work, home care, a medical front desk, patient scheduling or a health call center
• A warm, patient phone manner with older adults and their families
• Clear spoken and written English
• Comfort working on a computer all day: a web-based console, a calendar and a phone system
• A reliable computer, high-speed internet, a headset and a quiet, private place to take calls
• Attention to detail: names, numbers and dates written down right the first time
• Respect for patient privacy and willingness to complete HIPAA training

Spanish is a plus. Experience with Medicare, Medicare Advantage or Medicaid is a plus, and we teach you the rest.

Why join Navigate Care

• Be the reason a family gets help the same day they asked for it
• Work from home on hours you choose
• Simple, well-defined work with a clear script and a team behind you
• Grow into care navigation as the team grows

The arrangement