Patient Navigator

Remote

Full Time

Experienced

Patient Navigator Role

Scene’s 360° model of care enhances the gold standard of medication adherence, Directly Observed Therapy. Combining personalized video coaching, education, and motivational content, we bring healthcare professionals, patients, and their families together to solve the $500B medication nonadherence problem. Our Spotlight mobile app allows patients to connect with a care team of pharmacists, nurses, and health coaches through daily video check-ins anytime and anywhere. We make it fun for patients to stay on top of their medications, help them address medication challenges, and empower them to improve their health by addressing barriers to adherence related to social determinants of health.

Our Patient Navigator role is key to introducing Scene services to potential patient members for enrollment. Patient Navigators must excel at discovering what patients need without patients initially knowing it or verbalizing it on their own. Once patient needs are identified, we rely on the Patient Navigator to guide and direct patients into our ecosystem of services. This remote role reports directly to the Senior Operations Manager and serves our Activation Department.

Responsibilities:

Communicate with patient prospects via phone call, text, and e-mail to introduce them to Scene services for easy enrollment. This role supports both inbound and outbound support; however, it primarily focuses on outbound calling and texting.
Leverage best-practice listening skills to hear what the patient is saying, both spoken and unspoken, to identify which programs and existing services match their insurance benefits and health needs.
Candidates must have a mastery of hearing and offering sympathy and empathy so as to offer a supportive and comforting engagement with Scene, handling frustrations and escalating patient calls effectively when necessary.
Guide patients through the enrollment process using a balance of motivational support and technical acumen while also framing the experience as positive and easy to understand.
Accurately manage information while maintaining patient demographics within Salesforce system.
Assist patients with Scene’s Spotlight app usage, including download and set-up, and guidance on how to use the app for Health Coach support from our Patient Solutions team (for example, profile creation and video testing).
Build performance goals with Scene management and leverage time management and critical thinking skills to achieve and surpass them whenever possible.
Embrace change as our services and processes evolve to meet patients’ needs more efficiently.
All other duties as assigned.

Requirements

2+ years of call center experience, preferably outside sales experience.
2+ years of remote work experience with access to a dedicated workspace.
Experience with cloud-based CRMs (Salesforce experience preferred)
An extroverted personality who enjoys making fast friends, all for the purpose of helping people live their healthiest lives.
Healthcare industry experience is preferred but not required.
Bi-lingual Spanish speaking skills are very desirable.

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Patient Navigator

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