About Rely Health

At Rely Health, we leverage a comprehensive suite of technology tools to ensure every patient receives personalized support throughout their healthcare journey. Our patient care navigators utilize advanced AI-driven solutions, multi-channel communication platforms, and real-time data analytics to provide high-quality, cost-effective, and accessible care to diverse communities across the United States.

By combining human empathy with cutting-edge technology, Rely Health ensures comprehensive, efficient, and accessible care navigation for all patients, regardless of their location or circumstances. Our solution not only reduces worry and frustration for patients and their families but also improves overall health outcomes and reduces the total cost of care

About the role

The Patient Care Navigator guides individuals and their families throughout the healthcare journey by combining human interaction and technological tools to facilitate a seamless experience and transition of care with appropriate follow-through and monitoring of the care plan while the individuals learns to self-navigate the healthcare system. The patient care navigator helps reduce worry and frustration for individuals, their families and caregivers, by means of effective communication, coordination, and efficiency across the healthcare system. The Patient Care Navigator performs various activities including, but not limited to: direct discharged patients to appropriate follow-up care and assist with scheduling appointments; facilitate transitions from the care setting to outpatient treatment, educate and ensure proper resources and services are in place for follow-through, obtain referrals or authorizations; arrange transportation; contact individuals prior to appointments as needed to ensure follow-through; document activities of patient advocacy; develop relationships with Primary Care Physicians, Specialists and treatment facilities to facilitate a seamless transition and expedite necessary medical appointments; maintain knowledge of and collaborate with local healthcare-related resources and insurance plans; coordinate care with home health agencies and durable medical equipment companies; work with pharmacies for coverage of medication, prescription pickup/delivery/discounts; keep individuals, their families and caregivers, and clinical and social teams apprised of care management plans and services provided. The Patient Care Navigator works closely with the product team on trialing new product rollouts, helping resolve bugs with the product team and training on new workflows.

What you'll do

As a Patient Care Navigator, you play an integral role in supporting medication for addiction treatment (MAT) while serving as an advocate to your patients throughout their transition from the acute care setting to outpatient treatment.

*This position will require Monday-Friday, 8-hour shifts between 11 a.m. to 7:30 p.m

*This position is an onsite position

*This position will be located in an Emergency Department of a hospital

*Pay range $25/hr - $28/hr depending on experience

• Responds to the individual’s needs within the scope of the position.
• Establishes relationships with, builds trust and rapport, and serves as primary point of contact for individuals and their family or caretaker.
• Communicates with individuals in person, via telephone, SMS/text, email and/or via automated AI assisted technology.
• Assists patients with medical coordination matters such as obtaining a primary care or specialist provider, scheduling follow-up appointments, and providing linkages to pharmacy resources.
• Assists patients with social coordination matters, such as referring patients to a financial counselor, insurance enrollment specialist or social worker/case manager for additional resources.
• Facilitates medication assisted treatment (MAT) referrals to on-site clinician, when applicable, or with an outpatient provider.
• Facilitates transition from acute care setting, such as a hospital or clinic, to outpatient treatment services and community partners.
• Utilizes motivational interviewing techniques to communicate with patients in a respectful, culturally appropriate, non-judgmental manner.
• Promotes harm-reduction strategies based on individuals’ goals, preferences, and life circumstances.
• Clearly communicates the purposes and services available to patients, family members, and caregivers.
• Works with the patient to coordinate transition into or out of a care setting by following instructions provided by a medical professional or case management specialist.
• Regularly communicates with care team members to provide feedback around process improvement of services offered within the community, and to expand knowledge of those services that can better serve the patient and increase effectiveness of the role.
• Develops connections with a comprehensive array of community service providers to address the needs of people according to their social and medical status or diagnosis, including substance use disorders (SUD) or co-occurring mental health disorders.
• Facilitates individuals’ utilization of community resources to support patient wellness and initiates steps to promote patients’ access to health insurance.
• Maintains frequent contact with client or hospital/clinic leadership to assist with other duties as assigned for participation in client or hospital/clinic initiatives.
• Receives referral or requests for assistance and refers individual to appropriate member of the care team for resolution unless Navigator can resolve on his/her own and within the scope of the position.
• Aids in customer service, customer experience by maintaining a non-judgmental, calming presence and relaying feedback or patient issues to appropriate clinical or customer/patient experience staff.
• Investigate and resolve individual/provider inquiries and concerns in a timely manner.
• Performs duties in compliance with Health Insurance Portability and Accountability Act (HIPAA) and understand the importance of protecting patient information.
• Develops expertise in insurance benefits and exclusions related to treatment.
• Maintains documentation of all client encounters in appropriate software applications or tools; completes reporting requirements according to program standards.
• Attends and represents the organization at trainings and meetings at the request of or with the approval of supervisor.
• Fully discloses relevant training, experience, and credentials to ensure patients understand the services the Navigator is qualified to provide and refrains from any activity that could be construed as clinical in nature.
• Supports quality initiatives collaboratively developed with client or hospital/clinic leadership teams and Rely Health through campaign outreaches designed to engage patient and caregivers to increase treatment adherence, and better health outcomes for our patients.
• Meets key performance indicators including service levels, call volumes, adherence and quality standards.
• Enter detailed information into company proprietary software while conversing with individuals.
• Investigate and resolve individual/provider inquiries and concerns in a timely manner.
• Attends team meetings regularly with active engagement and collaboration.
• Serves as backup to the call queue and scheduling teams as needed.
• Contributes to environment of psychological safety where ideas are welcomed, considered and appreciated.
• Utilizes technology platforms to communicate with patients, set up appointments, and provide timely reminders.
• Regularly engages with and integrates new technology solutions into the navigation process to enhance job efficiency and ensure seamless patient experiences.

Qualifications

Minimum Required Qualifications:

● High school diploma or GED

● Knowledge of health insurance, billing practices and intricacies of healthcare systems

● Ability to maintain a high level of productivity autonomously

● 2+ years of patient care navigation experience

● Familiarity with healthcare technology platforms and tools

● Ability to work independently in a fast-paced, demanding environment with minimal supervision.

● Ability to manage and oversee multiple tasks simultaneously, including high daily call volume

● Ability to communicate effectively, both orally and in writing

● Ability to create effective rapport with a diverse group of patients and care providers

● Ability to type at least 40 wpm

● Experience using technology, apps, software

● Experience working with individuals within hospitals or public health settings.

Preferred Qualifications:

● Experience with underserved populations.

● Knowledge of Medicare, Medicaid and commercially insured payer common practices and policies

.

Rely Health does not discriminate against any person on the basis of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information (including family medical history), veteran status, marital status, pregnancy or related condition, or any other basis protected by law. Rely Health is committed to complying with all applicable national, state and local laws pertaining to nondiscrimination and equal opportunity.

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this job. They are not exhaustive lists of all duties, responsibilities, knowledge, skills, abilities, and working conditions associated with it.

Rely Health does not discriminate against any person on the basis of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information (including family medical history), veteran status, marital status, pregnancy or related condition, or any other basis protected by law. Rely Health is committed to complying with all applicable national, state and local laws pertaining to nondiscrimination and equal opportunity.

Working Conditions
Requires frequent use of the telephone and computer. Prolonged periods of sitting at the desk, computer work and reading can be anticipated.

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance
• LT/ST Disability and Life Insurance
• Technology reimbursement
• Paid time off (Vacation, Sick, Holiday)
• Paid Parental leave
• Professional development
• Technology Reimbursement