Care Navigator - Spanish Speaking Preferred

About Crossover Health

Crossover makes remarkable health possible by bringing people, their doctors, data, and benefits together under one connected system of health. We’ve built an entirely new category of primary care providing one simple place to go for trusted care—in person, online, anytime. We are working with the most innovative employer partners to integrate disconnected health and wellness benefits with tech-enabled services which allows our partners to increase access to care, decrease spend, and deliver an unrivaled experience for employees near and far.

Job Responsibilities

For patients who need care outside of Crossover’s Onsite and Near site clinics, we are actively curating a network of medical specialists in the community who will partner with us to coordinate and deliver excellent care. The focus is on demonstrated high-quality care, patient experience, practice efficiency, cost effectiveness, and a service level consistent with Crossover Health standards. This position will help to manage, update and curate this network in addition to taking over full logistical and workflow ownership of the referral process. This will include capturing all incoming clinic requests for referrals, managing the scheduling and appointment creation for all referrals, communications between patient, specialist, and Crossover, and documentation in the appropriate tools.

• Capture all incoming referral requests for patients who require specialty, diagnostic, imaging, or inpatient services (service outside the clinic walls) to ensure patients are getting the right care, at the right time, with the right provider, i.e. a service level that is both efficient and effective for our members.

• Be the single point of contact between specialists, the clinic physicians, and the patients when care is needed outside of a Crossover Health clinic, and provide updates as appropriate to the clinical team to ensure visibility into active referrals.

• Use clinical judgment and critical thinking to discern and refine the correct provider type and stratify the urgency of the referral, in consultation with clinical team members when necessary.

• Generate a complete referral packet and ensure timely submission to the specialist of the appropriate clinical documents to support the request for the referral (pertinent clinical notes, historical medical records, imaging reports, lab results).

• Ensure the arrival of the packet at the specialist office and a timely patient appointment.

• Work within the parameters of the patient insurance benefits and consult with benefit specialists as needed for the most high quality and cost effective care.

• Troubleshoot downstream complications or unexpected circumstances so that patient needs are placed first and gaps in care are averted.

• Interface regularly in a professional and collegial way with primary care MD’s and RN’s and clinic Hosts.

• Assist in the development of technology and service innovations to ensure a closed loop system of communication and coordination with our Crossover providers and network specialists.

Required Qualifications

• At least 3 years of applicable experience (experience in a Primary Care setting preferred)
• Proficient working with Google spreadsheets and/or excel, database management and data tracking

Preferred Qualifications

• Ability to work in multiple technology platforms simultaneously, using clinical judgment and critical thinking in accessing and documenting information that pertains to each patient’s referral process
• Organization and accountability within a fluid and constantly changing environment
• Strong communication, customer service and people skills; the ability to connect with all stakeholders (patients, doctors, nursing staff, clinic staff, technicians)
• Excellent problem solving and problem preempting skills
• Willingness and drive to go the distance to help
• Work with a team to create new and improved workflows that build upon our new centralized referral management product

Physical Job Requirements

• May require standing, walking and sitting for extended amounts of time.
• Occasionally lift and carry items weighing up to 50 lbs.
• Manual and finger dexterity and hand-eye coordination
• Includes full range of body motion including potential of handling and lifting patients.
• Requires corrected vision, hearing and speech within normal ranges. Must be able to effectively communicate with patients and team members.