Based in the Central Health Navigation Center, the Patient & Member Experience Coordinator is responsible for assisting members in understanding the health care services available to them once they enroll in a Central Health coverage program. The Patient & Member Experience Coordinator will also receive direct feedback surrounding key aspects of the patient's overall healthcare services experience within the Central Health system of care. The Patient & Member Experience Coordinator is expected to serve as a patient advocate and program benefits navigator. Some of the duties include explaining what services are covered and the patient's financial responsibility based on their coverage program and how to access services. The Patient & Member Experience Coordinator will work with the Patient & Member Experience Coordinator Lead to determine and resolve pending financial responsibility cases for patients who have received services directly with Central Health or a Central Health Contracted partner including any financial responsibility disputes, incorrect billing, copays, or benefits coverage. The Patient & Member Experience Coordinator will also serve as the patient's initial contact for providing positive and negative feedback regarding services received within the Central Health system of care, and will be responsible for documenting grievances or compliments, and working with the appropriate service provider leaders or partners to achieve a resolution. The Patient & Member Experience Coordinator will work at least 50% of their hours onsite in the Navigation Center.

Hybrid = Individuals in this position may work both at an approved off-site location and onsite at a primary location or multiple locations based on business needs

• Serve as first level of contact and internal liaison for members and patients contacting the Central Health
• Navigation Center asking questions related to the health care services covered by Central Health programs or
  wanting to log a compliant related to their patient care.
• Document and maintain current records and statuses of applicable grievances regarding care received, providing
  member/patient updates as needed.
• Working independently, using multiple tools and resources to answer questions and provide education, in a
  culturally appropriate manner, to members and patients calling the Central Health Navigation Center.
• Guide patients through the formal grievance process for service provision by a contracted partner.
• Provide advocacy on behalf of patients pertaining to navigating health system financial responsibility or plan
  benefits grievances.
• Receive patient feedback directly via telephone call, voicemail, or electronic submissions.
• Provide support in the coordination and implementation of special projects and initiatives with internal
  departments.
• Provide excellent customer service and creative conflict resolution.
• Other duties as assigned that support the Central Health mission and culture.

MINIMUM EDUCATION:
• High School Diploma or Equivalent

PREFERRED EDUCATION: Bachelor's Degree

MINIMUM EXPERIENCE:
• 2 years Experience working in education, customer service, call center setting or
non-profit organization.

PREFERRED EXPERIENCE:
• 4 years Experience working in education, customer service, call center setting or non-profit organization working with diverse populations, Billingual In Spanish