Patient Care Navigator

Patient Care Navigator – Alliance Health System

Alliance Health System, the region's most dynamic multidisciplinary practice, is seeking an energetic, motivated, and articulate Patient Care Navigator to join our Inside Sales and Call Center team. This role is crucial in creating strong patient relationships from the very first interaction, guiding new patients through their healthcare journey, and ensuring that no opportunity for care is missed.

We’re looking for a high-energy communicator who thrives in a fast-paced call center environment and enjoys working collaboratively to help patients achieve better health outcomes.

Key Responsibilities

Inbound & Outbound Call Management

• Manage high volumes of inbound calls from prospective patients, answering inquiries regarding services, scheduling, insurance, and providers.

• Conduct outbound follow-up calls to warm leads generated from web inquiries, events, referrals, and other marketing channels.

• Execute strategic call-back campaigns to re-engage previous leads and reactivate dormant patients.

Patient Relationship Building

• Build immediate rapport with prospective patients through empathetic, clear, and confident communication.

• Actively listen to understand patient goals and motivations to align them with appropriate services or providers.

• Guide patients through the onboarding process, including appointment scheduling, pre-visit preparation, and system navigation.

Lead & CRM Management (Salesforce)

• Accurately document and categorize patient interactions in Salesforce.

• Maintain up-to-date records of lead status, outcomes, and next steps.

• Prioritize and organize follow-up tasks using CRM tools and calendar workflows to stay on top of daily quotas.

Performance-Driven Team Contribution

• Consistently meet or exceed KPIs including call volume, conversions, response time, and monthly new patient acquisition targets.

• Collaborate with internal departments such as Clinical Operations, Marketing, and Care Coordination to ensure a seamless patient experience.

• Participate in daily huddles and weekly team meetings to share learnings, optimize scripts, and stay aligned on best practices.

Required Skills & Qualifications

• Prior experience in a call center, inside sales, or front-desk healthcare role strongly preferred.

• Demonstrated ability to communicate persuasively and clearly across diverse patient demographics.

• Familiarity with Salesforce or similar CRM tools preferred.

• Organized, proactive, and able to multitask in a high-volume environment.

• High emotional intelligence and ability to defuse tense conversations.

• Bilingual fluency (Spanish, Mandarin, etc.) is a plus.

Benefits

• Join a multidisciplinary healthcare system with a patient-first philosophy.

• Competitive base salary with potential for performance-based incentives.

• Comprehensive Medical, Dental, and Vision insurance.

• Accrued PTO, sick leave, and 6 paid company holidays.

• 401(k) with percentage-based company match.

• Opportunities for internal growth and career path development.

Job Type

• Full-Time

• On-site or hybrid depending on location

COVID-19 Considerations

We continue to follow CDC recommendations to ensure a safe work environment for all staff and patients. This includes mandatory facility sanitization, PPE availability, and wellness checks.