Care Navigator - Hybrid

About Blackbird 

At Blackbird, we envision a world where every child receives the care and support they need to thrive—emotionally, socially, and developmentally. That’s why we're transforming how pediatric mental health is assessed and treated, so we can make world-class care available in local communities.

Our whole-child diagnostic approach reveals the full story behind each child’s challenges, allowing us to address both the symptoms and their underlying causes. This leads to precise treatment sequenced in the right way to achieve meaningful outcomes that last.

Currently, we provide virtual and in-person mental health services, including comprehensive evaluations, medication- management and therapy, across Pennsylvania and Virginia with plans to expand to new markets in 2025.

Position Summary:

The Care Navigator serves as the first touch point for Blackbird Health patients.  As such, they are primarily responsible for engaging and activating prospective and new patients to support them in receiving the care they need. Care Navigators are seen as a trusted partner to our patients and as such provide expedient customer support and launch the patient's care journey. 

WHY WORK WITH US:  

• Hybrid work model
• Competitive salary range: $21 - $24 per hour
• Comprehensive benefits package, including medical and dental coverage available from day 1
• 401(k) with company match
• Employer-paid life insurance coverage
• Paid time off
• Opportunities for career advancement and growth
• Supportive and collaborative work culture with a team of intelligent, compassionate, and hardworking professionals

ESSENTIAL FUNCTIONS:

• Support high-quality, patient-centered customer service for all prospective, new and established patients

• Field inbound calls from prospective or newly engaged patients ensuring their questions are answered in a timely manner, including directing calls to appropriate team members

• Perform various clerical or administrative functions, such as patient registration for medical and behavioral health

• Schedule and confirm new patient appointments, including sending reminders

• Connect with clinical and operational leaders to answer specific questions about Blackbird’s care model and services 

• Handle new patient paperwork, including intake forms, consent documents, applicable custody documents, and payment information, ensuring all required information is collected and properly completed and filed.

• Reschedule cancelled new patient type appointments to ensure patients are seen in a timely manner and all impacted sequential appointments are adjusted to ensure adherence to the clinical care model

• Collaborate with the Care Navigator manager and operational leaders to exceed objectives for new patient conversion to care

• Adhere to confidentiality and data protection standards, including HIPAA regulations, to ensure patient privacy and secure handling of sensitive information.  

• Provide excellent customer service to patients and families, demonstrating empathy and professionalism in all interactions  

• Attend team meetings to support organizational success and participate in ongoing training required by organization to ensure high quality services are delivered

• Able to independently problem solve and organize time to consistently achieve productivity and quality standards for role

• Use new technologies as directed by leadership (e.g., patient portal, Athena EHR, patient communications technologies and tracking systems)

• Support in person office needs - e.g., receive mail, packages, restock supplies, tidy up toys, sanitize shared spaces, ensure bathroom cleanliness, greet patients and answer questions, escalate patient concerns)

• Hybrid work model with up to 3 days per week in the Doylestown office. The remaining work hours can be managed remotely.

REQUIREMENTS:

• Associates degree or Higher or 3 or more years experience in a related customer service field

• Minimum 1 year of experience working in a medical office or healthcare setting 

• Experience with mental healthcare and common terminology preferred

• Experience working in an electronic health record or patient engagement platform preferred

• Telephonic outreach experience

• Customer service experience required

• Computer skills; Windows, Microsoft, Excel, Google docs, Google Meet

• Passion for helping others

• Works efficiently, and is able to maintain the daily/monthly volume of work consistently

• Ability to connect with and engage people from diverse backgrounds, experiences, cultures

• Genuine, empathic, listening skills

• Eagerness to work in an environment that values ongoing learning and growth

• Excellent time management, strong self-organization, confidence, and independence

• Excitement to work in a growing, mission driven organization

KNOWLEDGE AND SKILLS:

• Exceptional customer service skills.

• Outstanding communication skills and ability to collaborate effectively with patients and colleagues.

• Computer Skills – Must be PC literate with proficiency typing, navigating email, calendaring and word processing. 

• Interpersonal/Communication Skills - Must be able to read, write and speak fluently and effectively in English.

• Quality and Efficiency of Work – Accurately completes assigned work within the timeline designated, while making efficient use of the organization’s resources.

• Professionalism – Upholds client confidentiality and maintains professional boundaries, demeanor, dress and interaction with clients, family members, visitors and co-workers.  The employee strives to provide outstanding customer service and promote a positive reputation for the organization

• Employee Partnership – Maintains collaborative peer relationships and demonstrates courtesy and respect of others.  The employee acts as a role model by displaying enthusiasm, positive problem solving and commitment to help both co-workers and the organization reach its goals.

• Ethical and Legal Compliance – Performs all duties to the highest ethical standard and complies with all organizational policies regarding ethical business practices and standards of patient care.  The employee complies with all standards established by agencies accrediting the organization