Job Details

Part-Time Patient Navigator Support Specialist

Company Overview: Mindful Health Solutions is a leading outpatient psychiatry group dedicated to helping patients heal and thrive. We are transforming outpatient mental healthcare by providing advanced, evidence-based interventional treatments, including Transcranial Magnetic Stimulation (TMS), Esketamine therapy, and IV Ketamine Infusion Therapy. TMS is an effective, non-invasive, FDA-cleared treatment for drug-resistant depression. Esketamine is an FDA-approved prescription nasal spray for patients with treatment-resistant depression. Our IV Ketamine Infusion Therapy, an innovative treatment that helps stimulate new neural connections, restore balance in mood regulation, and provide rapid relief.

Guided by nationally recognized clinical experts, we offer compassionate, comprehensive mental healthcare. Our clinics are designed to provide patients, practitioners, and employees with a modern, relaxed, and people-centered experience.

About the role: We're looking for a Patient Navigator Support Specialist to provide compassionate, responsive support to patients on the weekends. In this role, you will serve as a key point of contact for new and existing patients, answering inquiries, guiding them through next steps, and ensuring they feel informed and supported from their initial outreach through early stages of the intake process. This role will also support timely completion of prior auth requests and other necessary follow-up from contact received Monday through Friday.

You'll focus on clear communication, accurate documentation, and timely follow-up, helping to create a smooth and positive patient experience while routing more complex needs to the appropriate teams. This role works closely with the Director and Navigator Leads to ensure continuity of care and seamless handoffs to weekday teams.

Schedule: Saturday and Sundays from 8am to 4:00pm PST

Responsibilities

• Respond to all patient communications received through all electronic and telephonic means
• Offer clear information about services, next steps, and general treatment processes
• Provide general guidance on insurance, benefits, and financial responsibility, and direct patients to appropriate team members for detailed verification and collection
• Assist with scheduling and rescheduling as appropriate
• Collect and document initial patient information accurately in internal systems
• Route complex clinical, insurance, and authorization questions to appropriate teams
• Follow up with patients as needed to ensure questions are resolved
• Maintain patient confidentiality and adhere to all compliance standards
• Collaborate with Director and Navigator Leads to escalate and resolve patient issues, ensuring timely communication, appropriate follow-up, and alignment on next steps
• Meet defined service level agreements and performance metrics

Qualifications

• Strong communication and interpersonal skills
• Familiarity with prior authorization processes, including understanding insurance requirements and supporting documentation needs, preferred
• Ability to handle sensitive conversations with empathy and professionalism
• Comfortable and skilled with accurate data entry and use of multiple electronic systems, including but not limited to EHR and CRMs. Candidates with experience using Nextgen are highly preferred
• Organized and detail oriented with ability to successfully manage multiple workstreams effectively and efficiently
• Comfortable working independently in a remote environment