Service Excellence Navigators

Service Excellence is the essence of this position!

Our Service Excellence Navigators are the ambassadors for HOPES! They are the first impression!

Our Eligibility and Intake/Patient Services Department is one of the reasons Northern Nevada HOPES has been named a Best Place to Work in Northern Nevada.   These openings rarely become available.  This is a new addition to our GROWING family!

Service Excellence Navigators are responsible for greeting and helping patients, scheduling clinic appointments and maintaining records and accounts. As delivering quality and supporting the entire patient experience is every employee’s responsibility, the Service Excellence Navigator is especially tasked to ensure the patient experience is the best it can be!

Northern Nevada HOPES is a community health and wellness center in Reno, Nevada. Our expert care teams provide integrated medical and wellness services to individuals and families in our community. As a medical professional, you would be a valued part of a treatment team.  We welcome everyone and meet them wherever they are providing a safe and accepting place to access comprehensive, patient-centered healthcare services.  Comprehensive, integrated care is the cornerstone of the patient-centered medical home; Northern Nevada HOPES has a robust offering of services and collaborates with other service providers in the community to ensure our patients have a comprehensive, well-rounded program to meet their individual health and wellness needs.  The medical home model holds promise as a way to improve health care in America by transforming how primary care is organized and delivered.  At HOPES we understand there are many determinants of health and that a range of personal, social, economic, and environmental factors influence health.

Named one of the Best Places to Work in Northern Nevada 2018, we offer the same attention to ensuring our employees have work/life balance and the opportunity to grow and develop their careers.  We offer a second-to-none benefits package (where health, vision, dental and basic life insurance is free of charge for the employee), competitive compensation, and a chance to partner with some amazing care providers to changes lives.

HOPES has an integrated team model approach to patient care. Part of the Service Excellence Navigators responsibility will also include participation in organization-wide Patient-Centered Medical Home (PCMH) activities to enhance patient care.

As the Service Excellence Navigator, you will be the first person our clients meet.  You’ll greet visitors, check-in and check-out patients,  answer questions and gather information to make referrals to other departments and agencies.  You’ll directly contribute to optimizing patient satisfaction, provider time, and treatment room utilization by scheduling appointments in person or by telephone.  You’ll retrieve and file records, scan documents into the EMR system, input data, and verify accuracy and receive cash payments for services.  You will provide administrative support to the clinical team and assist with medical records.  With your excellent multi-tasking skills, you are a vital member of the clinical team.

We are looking for:

• Bilingual in Spanish required
• High school diploma or equivalent
• Experience working with low-income population, the homeless, those with substance abuse problems and/or mental health issues and/or HIV infected persons
• Demonstrated extraordinary customer relations, quality service, and dedication to providing the highest quality of services to our clinicians, staff, and patients
• Demonstrated use of critical thinking skills and job knowledge to resolve client-related issues
• Extensive knowledge of HIPAA
• Computer literacy (use of computer technology to accomplish tasks)
• Able to work in a fast-paced environment, self-directed, motivated but with the ability to work independently as well as part of a team
• MUST be free of judgment and willing to accept choices of others
• Exercise attention to detail and ensure accuracy
• Ability to positively and effectively collaborate with coworkers and to act as part of the integrated behavioral health team
• Experience in or the ability to learn the Electronic Medical Record system

If this seems like a place to partner with other passionate professionals, please send us your resume and cover letter. This is an extremely important role and your contribution in this role will make or break the experience our patients have at Northern Nevada HOPES.

Your fellow Service Excellence Navigators are pros at making people feel welcome.  This is definitely an elite team and we are looking for a very SPECIAL person to fill this role.  Whereas we are a diverse group of people representing nearly every walk of life, we all agree on one thing. . .we are passionate about bringing wellness to individuals and families in Northern Nevada.

Email your résumé and cover letter to our Human Resources department at hr@nnhopes.org or by faxing to (775) 236-0623.  Make sure your application, résumé and cover letter describe your abilities and what makes you special.  We don’t want to have to figure out why you are the best candidate for this position.  Help us to get to know you!