New Patient Care Navigator

TMS Health Partners LLC•Houston, TX

2d•$25 - $27•Hybrid

About The Position

The New Patient Care Navigator supports patients from referral or initial inquiry through treatment start by ensuring accurate, complete, and timely information is gathered and accurately documented for provider review, while maintaining clear, consistent, and patient-centered communication that deepens the relationship with the patient throughout this phase of care. Regional Coverage and Flexibility Responsibilities and performance expectations are consistent across regions, though workflows may vary by market. Individuals may be asked to support patients outside their regularly assigned region to ensure patient needs are met. Appropriate training and resources will be provided. Performance Measurement Performance is evaluated based on adherence to workflows, accuracy of documentation, and achievement of defined SLAs and KPIs Necessary training and support will be provided to enable successful performance and achievement of role expectations for assigned patient groups

Requirements

Demonstrated ability to accurately document, retrieve, and maintain information across multiple enterprise systems, including electronic health records (EHRs), customer relationship management (CRM) tools, and productivity platforms (e.g., Microsoft 365), while maintaining data integrity, timeliness, and adherence to documentation standards
Ability to work effectively across multiple systems and tools, with demonstrated capacity to learn and apply new platforms, workflows, and processes as operational needs evolve
Strong communication skills across a range of contexts, including patient interactions, third-party coordination (such as payors or referring providers), and collaboration with internal clinical and operational partners
Demonstrated ability to gather, verify, and synthesize information accurately, including asking appropriate clarifying questions beyond scripted prompts to ensure completeness and reduce downstream rework
Proven ownership and follow-through, shown by proactively tracking open items, meeting deadlines, escalating issues when appropriate, and seeking resolution rather than waiting for direction
Ability to work effectively in a remote or hybrid environment, managing time, priorities, and workload independently while remaining aligned with team expectations and organizational goals
Capacity to manage high-volume or complex interactions in a professional and consistent manner, including using established resources, escalation paths, and team support structures to maintain quality and reliability of work

Responsibilities

Collect, verify, and accurately document patient treatment history, medication history, and payor or insurance information
Ensure patient benefits and financial responsibility are clearly communicated, agreed upon, and appropriately collected or secured prior to appointment start to support patient readiness and continuity of care
Request, receive, and track required records and information from patients, providers, and payor entities, as permitted by signed patient releases
Communicate directly with patients to provide updates, explain next steps, and set expectations using approved workflows and scripts
Accurately enter and maintain patient information in the system of record according to established procedures
Ensure required documentation is complete and available for provider review prior to consults and treatment start
Follow defined workflows to support scheduling, authorization readiness, and treatment start preparation
Escalate issues according to established guidelines when required information is missing or timelines are at risk
Adhere to all compliance, confidentiality, and PHI requirements
Meet defined service level agreements and performance metrics
Participate in required training and cross-training activities
Perform other duties as assigned to support the patient journey and operational priorities