Care Navigator (PRN)

Who We Are NeuroFlow CEO and West Point graduate Christopher Molaro served in the army for five years, including a tour in Iraq as a platoon leader. Coming back home, he experienced firsthand the gaps in the behavioral health system and how veterans and civilians alike face too many barriers when it comes to receiving appropriate, timely care. While pursuing his MBA at Wharton, Chris met his future co-founder Adam Pardes, and the two agreed – even the most engaging digital mental health apps in the world wouldn’t truly change the problem; only a solution that systematically integrated behavioral health into the full healthcare ecosystem could create meaningful change. And so they created NeuroFlow. What We Do: We pride ourselves on partnering with healthcare leaders to assist in driving better outcomes, lowering total cost of care, and making behavioral health risk more predictable and transparent. NeuroFlow exists to make sure no one who needs behavioral health support falls through the cracks. We build more than just engaging digital health tools for self-care: we create platforms that identify population behavioral health risk early, engage individuals with acuity-specific resources, and enable care teams to make smarter and more efficient decisions. Together, NeuroFlow’s solutions arm healthcare organizations with the insights they need to overcome the systemic challenges in today’s healthcare ecosystem. How We Do It: The award-winning culture at NeuroFlow is one built around encouragement and daring to be great. Our core values have been displayed in our office since day one, and each team member is responsible for carrying out these values and keeping each other accountable to them. We succeed through our flexibility and agility, navigating and transforming an industry ripe for change where “no” or “can’t” is too often the default. NeuroFlow offers unique opportunities to work in a fun and challenging fast-paced environment with direct, meaningful impact on helping to close the divide between mental and physical health. About the team & Opportunity: The Care Navigation team is responsible for working directly with patients and their providers to connect them to mental health care. We respond to referrals from a patient’s referring provider and proactively reach out to patients who have mental health needs. Our goal is to reduce the challenges that patients face in their search for care, and strive to make the process as seamless as possible in order to connect them to their physicians for proper mitigation of their symptoms. This role is Part Time between the hours of 9am-6pm EST . Accountabilities: Patient and Provider Interactions: Work directly with patients via inbound calls, to assist them with getting connected to mental health care. Obtain information regarding patient needs and preferences, and escalate to a Care Navigator when appropriate based on care needs. Lead informed discussions with patients in order to surface care needs and support their care journey. Work with providers via inbound calls to assist them with getting their patients connected to mental health care and working to resolve issues they may have when submitting patient referrals. Receive inbound calls from case managers to create referrals and assist their patients with getting connected to mental health care. Administrative duties: Document patient and/or provider interactions. Utilize Quartet technology, tools, messaging, and workflows. Support administrative tasks needed by the Care Navigation team. Establish a core understanding of Quartet's product, in order to successfully route a patient to the right care. Apply foundational knowledge of our workflows and market nuances to assist patients in their journey to care and support providers with submitting patient referrals. Measures of success: Meet team expectations for performance and output. Answer targeted number of patient and/or provider phone calls each day in a timely manner. Commitment to standardized Care Support Specialist performance metrics. Provide exceptional customer service to patients and/or providers while connecting them with care or troubleshooting the reason for their call. Collaboration: Investigate and surface patient and/or provider needs as necessary to their Care Navigator, Clinician, Network Success Manager, or Provider Support Specialist. Communicate clearly with the patients’ Care Navigator to share knowledge on the patients’ treatment needs and preferences. Work cross-functionally to improve patient outcomes. Minimum Qualifications: 2+ years experience working in an inbound call center and/or administrative assistant Willingness and comfort with swift tactical changes based on engagement learnings Ability to use passion and care while interacting with patients with behavioral health needs Critical thinking skills, organized, thorough, and capable of managing tasks in a fast-paced, ever-changing dynamic environment. Familiarity with Google Suite Quiet, confidential, and secure work environment. Preferred Qualifications: Healthcare experience preferred Customer care experience/care coordination preferred, mental healthcare background a plus. Associate’s Degree Foreign languages (Spanish, Portuguese a plus) Experience using SalesForce What We Believe: NeuroFlow prohibits unlawful discrimination against any applicant or employee on the basis of race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, family or parental status, disability, age, veteran status, or any other status protected by applicable law. All employment decisions are based on qualifications, merit, and business need. *Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are typically done which will ensure an equal employment opportunity without imposing undue hardship on NeuroFlow. Please inform our Talent team if you need any assistance completing any forms or to otherwise participate in the application process. As a HIPAA compliant organization All team members shall: Act in accordance with NeuroFlow’s Information Security Policies. Protect organizational assets from unauthorized access, disclosure, modification, destruction or interference. Report security events or other risks to the organization Execute organizational security processes or activities Perform security responsibilities that defined and communicated for their role Be responsible for their actions regarding the security of organization