Resource Navigator

Job Brief

Resource Navigators are responsible for identifying and connecting people with the resources they need, completing satisfaction surveys and completing special projects to engage members. They will make outbound calls , 3-way calls and receive inbound calls to meet with members to help them get their identified needs met determining which resources would be most beneficial to them, helping them schedule appointments or complete screenings, and receive feedback on their health plan and Pyx Health.

Resource Navigator Responsibilities:

• Responsible for providing needed information and resources to clients via phone, text, chat, email and/or face to face conversations.
• Work 1-on-1 with patients/mentees to help them resolve the social determinants of health (SDoH) barrier they're facing to help them better manage their health
• Conducting follow-up calls to ensure that referrals have been received, understood, and acted upon by members
• Make 3-way calls to CBOs, health insurance companies, providers' offices, etc.
• Assisting members with accessing resources such as food banks, housing assistance, childcare services, etc.
• Helping members apply for government benefits such as Social Security Disability Insurance (SSDI), Supplemental Security Income (SSI), or Medicaid
• Helping the complete health plan Health Risk Screenings
• Helping member schedule needed medical appointments.
• Help to create a repository of community resources in each area where Pyx Health serves members.
• Engage with agency partners to support the needs of clients and community members.
• Provide accurate information, referrals, and advocacy to all clients
• Provide exceptional customer service to clients and identify and recommend improvements for quicker and more efficient customer service delivery.
• Follow up with select clients on a weekly basis to capture outcomes and alternative options.
• Receive feedback from members regarding Pyx Health
• Maintain exceptional documentation of all members interactions
• Record accurate and detailed notes in a web-based platform

Skills and Knowledge:

• High School Diploma or equivalent, but more education, especially in management, is preferred.
• Bachelor's degree or 3 years of professional experience navigating the healthcare field
• Bilingual preferred
• Strong desire to help others lead healthier lives
• Critical thinking and problem-solving skills
• Computer proficiency related to the position such as Google apps, can quickly learn various online programs and platforms with minimal assistance
• Ability to work independently in a work-from-home position
• Proficiency with technology, especially computers, software applications, and phone systems.
• Exceptional verbal and written communication skills.
• Excellent problem solving, leadership, and customer service skills.
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours
• Decisiveness and attention to detail.