Member Services Navigator I - Mount Sinai Solutions

Our navigators support membership-based health centers. Our patients are members, and Navigators help members phone, chat, and e-mail to navigate the healthcare system -- starting with the services available at our health centers, and extending to the broader local healthcare ecosystem. You will be joining a small and 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-quality health care providers specific to their personal preferences and needs, including referral research, scheduling, follow-up, and prior authorizations
  • Coordinate with our health center providers and staff, insurances, pharmacies, and broader health care system to address member needs 
  • Conduct service recovery with members when necessary
• 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

Education Requirements                                                                                                                 

• High School/GED diploma required; Bachelor’s degree strongly preferred
• In lieu of Bachelors, additional experience requirements needed (in addition to experience requirements listed below) 

Experience Requirements                                                                                                                

• 1-3 years relevant work experience (health care experience preferred) 

• Experience in a concierge or high-end clinical, service, or retail setting 
• Experience and passion for health care
• Strong interpersonal skills and emphasis on building relationships with patients, providers, and peers
• Technologically savvy with interest in adopting new digital tools
• Polished verbal and written communication skills 

General Skills and Competencies                                                                                                   

• 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
• 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

Work Environment

• Full-time, hybrid role 
• Candidate will have a designated 8 hour daytime shift Monday - Friday, but may be expected to flex shifts on an ad hoc basis 

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 $64,526.72 - $68,795.92 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, M1V - MSS Specialty Care Direct - MSH, Mount Sinai Hospital

Strength through Unity and Inclusion

The Mount Sinai Health System is committed to fostering an environment where everyone can contribute to excellence. We share a common dedication to delivering outstanding patient care. When you join us, you become part of Mount Sinai’s unparalleled legacy of achievement, education, and innovation as we work together to transform healthcare. We encourage all team members to actively participate in creating a culture that ensures fair access to opportunities, promotes inclusive practices, and supports the success of every individual. This includes advocating for equitable policies, addressing barriers that limit potential, and standing in solidarity with colleagues who face unfair treatment.

At Mount Sinai, our leaders are committed to fostering a workplace