Job Description:

About the Role

The Member Navigator is accountable for low complexity members to help them navigate and coordinate health needs and social resources. The Member Navigator refers members to internal and external resources for medical related questions, triage of higher level needs and behavioral health concerns. This role focuses on addressing social determinants of health, optimizing benefits and helping members remain healthy at home.

Responsibilities

Engagement

• Receive members from engagement and care teams

• Describe program expectations (e.g., length) and goals to members

Assessments/Intake

• Complete assessment and screening instruments (including for behavioral health disorders, social and emerging needs) following protocols

• Collaborate with RN Care Manager to determine need for member placement in a different program (e.g., lower or higher intensity program)

Case Review and Care Planning

• Partner with the RN to develop members’ care plans

  • Incorporate quality opportunities in care plans

  • Discuss primary needs

• Support members in achieving their care plan goals

  • Bring preliminary goals and identified resources to members to address social and care coordination needs

  • Work with members to address goals in care plans and coach to completion

  • Focus on goals of the members, risk mitigation, call-us-first emphasis, provider engagement, and addressing social needs

• Participate in case conferences

Follow-up

• Follow-up on care coordination needs (benefits, social needs, external care) and care plan progress

• Address and respond to member needs and delegate tasks in timely fashion

• Provide routine non-clinical education on preventative care topics

• Referral to care team if clinical interventions needed

  • Support loop closure on internal referrals (e.g., Behavioral Health Specialist, Pharmacists, Mobile Integrated Care team)

Operations

• Utilize our care facilitation, electronic health record and scheduling platforms as needed to collect data, document member interactions, organize information, track tasks, and communicate with your team, members, and community resources

Requirements for the Role

• 0 - 2 years of experience

• Medical Clearance - evidence of immunity to MMR, Hepatitis B, Varicella, and a TB screen, or have an approved medical or religious accommodation from vaccination if necessary

• Proof of COVID Vaccination - proof of receipt of a primary COVID vaccination series, or have an approved medical or religious accommodation from vaccination if necessar y

• Comfortable using technology to support members without in-person contact (telephone and text etiquette, virtual visit platforms, etc.)

• Understanding of how to use scheduling platforms to ensure accurate appointment scheduling and management

• Understanding of how to use electronic health record systems and/or care facilitation platforms to ensure accurate documentation

• Proficient in collecting member clinical and demographic data and documenting appropriately in a timely manner

• Versed in Motivational Interviewing and Trauma Informed Care principles

• Strong problem solving skills - can make difficult decisions and knows when to collaborate with other team members

• Able to provide creative solutions to challenges within the healthcare system that are impeding optimization of members’ care and health

• Growth and learning mentality, ability to think outside the box, go outside the bounds of “traditional” responsibilities

• Adaptable to change and prepared for frequent, fast-paced changes and shifting priorities

We take into account an individual’s qualifications, skillset, and experience in determining final salary. This role is eligible for health insurance, life insurance, retirement benefits, participation in the company’s equity program, paid time off, including vacation and sick leave. The actual offer will be at the company’s sole discretion and determined by relevant business considerations, including the final candidate’s qualifications, years of experience, skillset, and geographic location. The expected salary range for this position is:

$26.22 - $25.85 Hourly

Cityblock values diversity as a core tenet of the work we do and the populations we serve. We are an equal opportunity employer, indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.

Covid -19 Vaccine - Please Read:

Cityblock requires individuals hired into in-person, member-facing positions to provide proof that they have received the COVID-19 vaccine.

The requirement is based on the safety and effectiveness of the vaccine in protecting against COVID-19, and our shared responsibility for the health and safety of members, colleagues, and community.

Any individuals subject to this requirement may submit for consideration a request to be exempted from the requirement (based on a valid religious or medical reason) on forms to be provided by Cityblock. Such exemption requests are subject to review by Cityblock on a case-by-case basis and approval is not guaranteed.

Medical Clearance (for Member-Facing Roles):

You must complete Cityblock’s medical clearance requirements, which include, but may not be limited to, evidence of immunity to MMR, Hepatitis B, Varicella, and a TB screen, or have an approved medical or religious accommodation that precludes you from being vaccinated against these diseases.

We do not accept unsolicited resumes from outside recruiters/placement agencies. Cityblock will not pay fees associated with resumes presented through unsolicited means.