Member Services Navigator I-Commercialization-77016-002

Our Premier Navigators support our membership-based health center. Our Premier patients pay a premium for a concierge experience and our navigators help members via phone, text, and e-mail to navigate the healthcare system. This starts with the services available at our health center and extends to the broader local healthcare ecosystem. You will be joining a growing team that is focused on delivering a fantastic member experience.

Seamlessly navigate members through their healthcare journeys
 Serve as a single point of contact for member health care questions, including assistance with appointment scheduling, access to medical records, coordination across primary and specialty care providers, benefits and billing questions, technology troubleshooting, and more
 Help members to identify and access high-value health care providers specific to their personal preferences and needs, including referral research, scheduling, follow-up, and prior authorizations
 Acquire a deep understanding of members’ health benefits to explain their options and expected financial responsibility
 Develop a personal relationship with the premier patients and serve as their advocate
 Answer questions about health care bills and assist with billing issues
 Break down complicated health care information so it is easy for members to understand
 Conduct service recovery with members when necessary
 Work with high and ultra-high net worth individuals who pay a premium for a white glove healthcare experience
 Work side-by-side with our health center physicians to work on evolving and improving the experience for our members
Ensure a Premier Member’s needs are met
 Serve as the expert on Premier members including their personal preferences, their upcoming medical needs, and our expansive referral network
 Complete high-priority premier navigation requests
 Implement new navigation workflows, policies, or programming tailored to customer
 Keep internal premier-specific knowledge management and workflows up-to-date
 Monitor premier-specific operational and service SLAs and escalate issues
 Liaise with our internal Premier team as needed
Build and improve our growing team and operations
 Proactively identify opportunities to continuously improve our member experience, technology tools, and operational efficiency
 Implement process improvements -- including improving existing processes and tools, training colleagues, documenting and updating knowledge management collateral, and more

 Bachelor’s degree 
 0-2 Years of work experience
 Experience and passion for health care
 Strong interpersonal skills and emphasis on building relationships with patients, providers, and peers
 Experience in a concierge or high-end clinical, service, or retail setting
 Polished verbal & written communication skills
 Technologically savvy with interest in adopting new digital tools
 Experience using an electronic health record (preferred but not required)
 Strong understanding of health care claims & benefits (preferred but not required)

Passionate about improving consumer experiences in health care, as evidenced by academic or personal pursuits and professional experience
 Detail-oriented and highly organized, taking pride in delivering a high-quality service and member experience
 Ability to multi-task with varying priorities, even when urgent matters arise
 Self-motivated, resourceful, and go above and beyond to make the business successful
 Positive, empathetic, and able to de-escalate tense situations and turn them into productive, resolution-oriented conversations
 Curious to recognize process deficiencies, recommend improvements, and implement solutions
 Living in the tri-state area with ability to commute on-site 1-3 days a week

Compensation Statement

The Mount Sinai Health System (MSHS) provides a salary range to comply with the New York City Law on Salary Transparency in Job Advertisements. The salary range for this role is $58,661.00 - $74,250.00 Annually. Actual salaries depend on a variety of factors, including experience, education, and hospital need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.

Non-Bargaining Unit, J04 - MSS Health Center Admin - ISM, Icahn School of Medicine

Strength Through Diversity

The Mount Sinai Health System believes that diversity, equity, and inclusion are key drivers for excellence. We share a common devotion to delivering exceptional patient care. When you join us, you become a part of Mount Sinai’s unrivaled record of achievement, education, and advancement as we revolutionize medicine together. We invite you to participate actively as a part of the