Clinic Patient Care Navigator

About the role

• The patient care navigator serves as the first point of contact for inbound patient calls routed through the clinic,, handles appointment scheduling, rescheduling, and confirmation; answers patient questions about appointments, preparation, and office logistics; and escalates complex, clinical, or sensitive matters directly to clinic staff. In addition to scheduling duties, the patient care navigator serves as the on-site Rely Health liaison,  working alongside the provider team daily to answer questions about Rely tools and processes, surface call trends, and identify opportunities to improve the technology stack and front-desk experience. The patient care navigator is a Rely Health employee performing services on behalf of BASS Medical Group and observes all BASS Medical Group site rules, policies, and protocols while on site.

What you'll do

• Responds to patient needs within the scope of the position; establishes relationships and serves as primary point of contact for patients and their families or caretakers.
• Answer inbound patient calls.  Schedule, reschedule and confirm patient appointments.
• Address patient questions regarding appointments, preparation and office logistics
• Escalate complex clinical or sensitive calls promptly to clinic staff
• Communicates with patients in person and via phone, email, and AI-assisted tools; maintains a calming, non-judgmental presence.
• Investigates and resolves patient and provider inquiries and concerns in a timely manner.
• Assists patients with medical coordination, including obtaining primary care or specialist providers, scheduling follow-up appointments, and providing pharmacy linkages.
• Assists patients with social coordination, including referrals to financial counselors, insurance enrollment specialists, or social workers.
• Utilizes motivational interviewing to communicate with patients in a respectful, culturally appropriate, non-judgmental manner.
• Coordinates patient transitions, transportation, referrals, and authorizations.
• Maintains documentation in all required systems and completes reporting on time.
• Maintains frequent contact with client site leadership for ongoing program participation and collaboration.
• Manages more complex care coordination cases with greater autonomy.
• Independently identifies care gaps through patient data and initiates proactive, metric-driven outreach.
• Conducts thorough needs assessments and tailors care coordination strategies to individual patients.
• Analyzes patient data using care management tools to identify clinical protocols, utilization patterns, and outreach opportunities.
• Provides constructive, timely product feedback on enhancements and workflow improvements.
• Willing to test and pilot new tools or product features.
• Serve as on-site Rely Health liasion for day-to-day questions about Rely tools and processes
• Surface call trends and identify opportunities to improve the technology; share recommendations during regular check-ins.  
• Support monthly performance reporting (calls handled, appointments scheduled/rescheduled/confirmed, escalation categorization, inquiry trends)
• Stays current on local resources and refers patients appropriately.
• Builds direct relationships with referral sources, clinics, and community partners to improve care access.

Qualifications

Minimum Required Qualifications:

• High school diploma or GED.
• 2+ years of full-time equivalent experience in patient care navigation or related healthcare coordination role.
• Customer service experience.
• Healthcare experience.
• Familiarity with healthcare technology platforms and tools.
• Ability to work independently in a fast-paced, community-based environment.
• Ability to maintain a high level of productivity autonomously.
• Understanding of and ability to comply with all HIPAA and confidentiality requirements.

Preferred Qualifications:

• Experience working with individuals within hospitals or public health settings.
• Experience with underserved populations.
• Knowledge of Medicare, Medicaid, and commercially insured payer common practices and policies.
• Individuals with lived experience.
• 40+ wpm typing proficiency.
• EHR/EMR documentation experience.
• Experience using technology, apps, and software.
• Bilingual proficiency is a plus. Bilingual Navigators are eligible for a bilingual pay differential based on language proficiency and role requirements.

Competencies (Knowledge / Skills / Abilities):

Foundational competencies:

• Knowledge of medical terminology.
• Knowledge of HIPAA and Protected Health Information (PHI) rules and practices.
• Proficiency in Microsoft Office, Google Suite, and video conferencing.
• Strong interpersonal, verbal, and written communication skills.
• Ability to remain organized and manage competing priorities.
• Ability to work within established timeframes as part of a care team or independently.
• Relationship-building with patients and care team members.
• Active listening and motivational interviewing skills.
• Ability to use logic and reasoning to approach problems and identify alternative solutions.
• Flexible and creative problem-solving.
• Non-judgmental and energetic.
• Ability to manage complex, multi-stakeholder care cases independently.
• Data analysis skills — ability to identify care gaps and drive metric-based outreach.
• Strong community relationship-building skills.
• Constructive product feedback and cross-functional collaboration skills.
• Deeper knowledge of insurance, billing, and healthcare systems.

Licensure / Certification

• None required.

Travel

• 5% - Limited to occasional trainings or meetings 

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