Care Navigator (Full-Time)

About Diana Health

Diana Health is a high-growth network of modern women's health practices.  We are on a mission to set a new standard of care that inspires, empowers, and supports women to live healthier, more fulfilling lives. We partner directly with hospitals and align incentives across stakeholders using integrated care teams, smart technology, and a designed care experience that is good for patients and good for providers.

The result is an individualized, comprehensive care program that puts women in the driver’s seat of their own health and provides them with the information and compassionate care they need to reach their health goals.

We are an interdisciplinary team joined together by our shared commitment to transform women’s health.  Come join us!

Role Description:

The Care Navigator is a unique role, and one of the many ways we seek to improve upon the traditional maternity care experience. You will guide patients across the entire care journey, ensuring they have the support and resources they need from before they even set foot in the office through to the postpartum period.

This is a time in a woman’s life that can include emotional highs and lows and changing needs--the ideal candidate is highly empathetic with excellent problem-solving skills and the ability to manage multiple priorities in order to support a diverse group of patients.

What you’ll do

• Act as the first line of communication for new and prospective patients: Respond to incoming phone calls of prospective patients, nurturing leads leveraging the CRM
• Learn about patients individual needs and introduce them to the Diana Health care program
• Verify patients insurance benefits and help patients navigate their benefits as they sign up for care
• Introduce and document payment plan options
• Ensure patients have a strong experience by welcoming them to the practice and documenting key preferences in EMR
• Maintain strong communication with obstetrics patients over the course of their care, including proactive outreach at key milestones:
• Engage new patients before their first appointment, after their first appointment, and after their third appointment as they begin their care journey
• Support patients to develop and fine tune their care plans and to connect to resources, as needed
• Engage postpartum patients based on clinical protocols and connect patients to relevant resources and providers
• Provide additional support to those patients identified as benefiting from higher touch:
• Additional outreach and connection to community resources for those with SDoH
• Additional outreach and check-ins to those with medical risks
• Contribute to the evolution of Diana Health’s product as we build our prenatal and postpartum care program
• Systematically collect feedback from patient interactions to contribute to continuous improvement initiatives
• Communicate regularly with clinical and administrative leaders in the practice to provide feedback on client needs and preferences
• Help to identify and implement changes as necessary

Qualifications

• Bachelor's degree and 2+ years of relevant experience in a customer-facing role, ideally in healthcare
• Excellent communication, interpersonal, and organizational skills
• Strong computer skills; familiarity with EMRs is preferred but not required
• Knowledge of health insurance policies, including copays, coinsurances, referrals, verifications of insurance