Summary

Mount Sinai is one of the largest non-profit health systems in the U.S. with a strong reputation for quality of care and research/education. Our health system has over 42,000 employees working together to provide billions of dollars in high-quality care for millions of patients each year.

Healthcare has historically struggled with customer service, earning some of the lowest customer satisfaction scores of any industry. We want to change that. Our team exists to radically improve consumers’ healthcare experiences. We make it easier for patients to find and access the care they need, creating delightful experiences in the process.

Mount Sinai Health Partners (MSHP) is the team driving this transformation within Mount Sinai. The team includes 400+ employees with clinical, contracting, finance, IT, analytics, operations, and product development expertise. Delivering the most efficient and highest quality care while rewarding total health outcomes is a win for all—from patients to providers to health care insurers.

What We Offer:

• A forward-thinking team that is challenging the status quo
• Opportunity to inform the design of a new healthcare service
• A warm, friendly work culture that is focused on the wellbeing of both our team members and our patients
• Mentorship from caring and experienced leaders
• Opportunities for career advancement

Role Summary

Our navigators support membership-based health centers. Our patients are members, and navigators help members via digital tools and over the phone 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.

Responsibilities

• Serving as a single point of contact for members as they navigate the often complex world of health care
• Serving as a hub for all questions – quickly resolving inquires and directing members to the right resources
• Helping members to schedule and manage their appointments and follow up on their care
• Supporting members in finding a doctor, specialist, or other healthcare services provider specific to their personal preferences and needs
• Facilitating member and provider access to medical records
• Developing a deep understanding of the offerings available to members based on their health benefits
• Breaking down complicated health care information so it is easily understandable to our members
• Conducting proactive outreach via phone or email to members and responding to all incoming inquiries
• Presenting a warm, open presence for members during every interaction
• Going above and beyond to ensure members have an excellent experience
• Documenting members’ preferences, questions, and issues in our technology application while respecting privacy laws for patient protection (HIPAA)

Qualifications

Education and Experience

• Bachelor’s degree
• Experience in a concierge or high-end clinical, service, or retail setting
• 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
• Polished verbal & written communication skills

We are looking for teammates who are:

• Laser-focused on delivering excellent customer service and creating the best member experiences
• Positive, empathetic, and kind
• Great at listening
• Have a “do-whatever-it-takes” attitude to get the job done
• Resourceful & great at problem-solving. We often need to be creative and think on our feet!
• Flexible and able to adjust to evolving workflows - we are a dynamic team building an exciting new service together! How we operate doesn’t change, but as a new team we’re constantly iterating our processes to make them better
• Collaborative, and also confident in your ability to work independently
• Energized to join and build a team dedicated to changing healthcare delivery
• Able to de-escalate tense situations and turn them into productive, resolution-oriented conversations
• Located within driving distance of NYC for initial onboarding and training, and occasional onsite trainings and engagements