Care Navigator

About the Organization

Axia Women's Health is the largest community-based integrated women’s health network in the United States, with care delivered across New Jersey, Pennsylvania, Indiana, and Kentucky. The organization brings together more than 400 providers at nearly 150 locations and focuses on a connected, compassionate, and forward-looking patient experience. Its services include OB/GYN, breast health, high-risk pregnancy care, urogynecology, behavioral health, and fertility. Axia Women’s Health has been named the #1 Physician Practice for Women’s Health by Castle Connolly and has been certified as a Great Place to Work for five years in a row.

Axia Center for Healthy Living supports wellness through nutrition, physical activity, stress management, and sleep, using a gradual, step-by-step approach to building healthier habits.

Role Overview

The Care Navigator supports patients throughout their health care journey and helps create smooth, positive experiences. This role relies heavily on strong service skills and clear communication to manage scheduling, appointment changes, and patient support.

Key Duties

• Welcome patients professionally by phone and respond to questions with courtesy and care.
• Manage recall appointments as well as no-show and cancellation reports.
• Transfer calls to the right team members through direct transfer, paging, voicemail, or redirection when needed.
• Collect, review, and forward messages received through the answering service.
• Handle patient registration for new and returning patients and activate patient records.
• Collect copayments accurately when required.
• Provide support on billing and claims questions for patients and coworkers.
• Obtain and process prior authorization requests.
• Confirm insurance eligibility and explain coverage limits clearly.
• Support appointment scheduling, follow-up visits, and care coordination.
• Document patient interactions accurately and thoroughly.
• Offer additional help to patients and clinical staff as needed.
• Work closely with clinical staff, leadership, and coworkers to keep daily operations running efficiently.
• Follow all standard operating procedures and comply with HIPAA, OSHA, and other practice policies.
• Participate in team meetings and quality improvement efforts.
• Carry out duties in line with the organization’s mission, vision, values, ethics, and professionalism standards.
• Take on other responsibilities as assigned.

Required Background and Skills

Success in this role requires a strong customer service mindset, the ability to manage a busy call environment, and comfort working in a fast-paced setting. The position also calls for empathy, adaptability, attention to detail, and solid time management.

Experience and Education

• High school diploma or equivalent is required.
• At least 1 to 2 years of customer service experience is required.
• Call center experience is preferred but not mandatory.
• Proficiency with computers and tools such as MS Office, Word, Excel, email, and internet research is needed.
• Knowledge of HIPAA and insurance payers is required.
• Experience with insurance operations such as benefit verification, prior authorizations, referrals, and patient collections is required.
• Medical receptionist or patient service representative experience is preferred.
• Experience using electronic health record systems is preferred but not required.

Benefits

• Eligibility for full-time benefits starts on the first day of the month after hire.
• 401(k) plan with company matching.
• Generous paid time off, including extra time off for volunteering.
• Multiple medical insurance options.
• Access to Axia providers at little or no cost through Axia’s medical coverage.
• Company-paid life insurance, short-term disability, and long-term disability.
• Free counseling services for colleagues and family members, including parents and parents-in-law.
• Discounts on hotels, theme parks, gym memberships, and more through the Great Works Perks Program.
• Additional coverage options such as dental, vision, supplemental life insurance, FSA, HSA with employer contribution, identity theft protection, long-term care, pet insurance, and more.

Work Authorization

Applicants must be currently authorized to work in the United States on a full-time basis. All selected hires will need to complete identity and employment eligibility verification upon hire.

Pay Information

The compensation range shown is the budgeted amount for this role. Final offers depend on factors such as skills, experience, location, qualifications, and other role-related considerations.