Referral and Navigation Specialist

WESTERN NEW YORK INTEGRATED CARE COLLABORATIVE, INC.

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REFERRAL & NAVIGATION SPECIALIST – Job Description

ORGANIZATION SUMMARY:
Western New York Integrated Care Collaborative (WNYICC) is an innovative non-profit corporation, incorporated in 2016. As the Community Care Hub of a multi-county Social Care Network of Community-Based Organizations (CBOs) and government agencies, we are strategically positioned to respond to and capitalize on opportunities to advance community-based integrated health care and to bring sustainability to community-based programs and services which address social determinants of health. WNYICC’s role in the network is to provide administrative contracting, billing, technical support, training, and quality assurance on a regional level. The WNYICC Network works collaboratively to navigate the changing healthcare landscape together to improve health outcomes in our Western New York community.

POSITION SUMMARY:
The REFERRAL and NAVIGATION SPECIALIST is a member of the Operations Team and reports directly to our Sr. Program Manager.

• This is a hybrid position which will include both remote and in-person responsibilities.

Responsibilities:

• Provide empathetic and culturally competent screening for social determinants of health to community members telephonically, virtually and occasional in-person outreach events.
• Process screens and referral intake daily including calls with potential program participants, documentation, and insurance/eligibility verification.
• Receive, prioritize, monitor, and triage screenings and referrals that require service connections across community-based and clinical organizations.
• Managing incoming referrals received to ensure successful and timely connections are made between clients (community members) and the appropriate community partner that best meets community members' needs.
• Document progress and action taken with each referral in our IT platform, as required.
• Providing technical support to partners providing programs.
• Maintain effective communication with community members and/or referring organizations to ensure acceptance and resolution of referrals by the receiving organization or to redirect the referral to another provider, if necessary.
• Handle customer and partner concerns with excellent customer service, empathy, and patience.
• Provides support for assigned Workgroups.
• Demonstrates excellent customer service on phone, in-person, via email and in all aspects of employment at WNYICC.
• This position is responsible for working within our social care technology and transportation platforms.
• Share concise feedback on our technology platform and continue to look for opportunities to enhance and simplify the user experience.
• Actively engage in learning and sharing knowledge to support new products and workflows as developed.
• Some local travel (up to 20%) to local assigned partner sites and/or community events.
• This job description is not designed to cover or contain a comprehensive listing of task activities and/or duties that are required of the employee for this job.
• Responsibilities and activities may change at any time with or without notice.
• Position will be required to abide by company policies and procedures that support federal, state and local HIPAA and Fraud, Waste, Abuse regulations.
• In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States.
• This position involves sedentary work that primarily involves sitting/standing, use of typical office equipment such as a computer, laptop, and cell phone.
• May include light work that includes moving objects up to 20 pounds independently or with assistance.
• Work schedule may include some evening and weekend hours.

QUALIFICATIONS:

• Experience in care coordination, care management, or community-based client services; Community Health Worker certification, preferred.
• Bi or multi-lingual, preferred but not required.
• Minimum of two years of successful experience working in community, healthcare, public health, non-profit, or similar operations.
• Extensive knowledge and understanding of health equity, social drivers of health, health-related social needs, and social care data
• Capacity to inspire and motivate others
• Extremely detailed-oriented and capable of multitasking
• Proficient computer skills and willingness to learn additional software applications
• Demonstrated ability to thrive in a challenging environment
• This position involves sedentary work that primarily involves sitting/standing, use of typical office equipment such as a computer, laptop, and cell phone.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• Experience with HIPAA regulations and billing health insurance is preferred.
• Ability to relate effectively to diverse groups of people from all social and economic segments of the community with a track record of building authentic, constructive relationships with others.
• Comfortable working both in a Team environment and independently.
• Must have reliable mode of transportation for in-person assignments; if your own automobile will be used, must provide proof of auto insurance.

BENEFITS:
WNYICC provides a fun, progressive work environment with great benefits and a competitive salary; excellent health benefits including medical, dental, and vision; 401K; generous paid time off package, cell phone stipend, home office stipend, and the ability to work with innovative, talented, diverse, and valued team members driven to strengthen communities and transform lives. We are excited to meet our next WNYICC Team Member!

• WNYICC is an inclusive organization. We encourage applicants from a diverse background.
• ANNUAL SALARY: $45,000-$55,000 per year, commensurate with experience

Please contact Jordan Breckon, Sr. Director of Operations with questions or an application: jbreckon@wnyicc.org

Western New York Integrated Care Collaborative, Inc. is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable. As an Affirmative Action Employer Western New York Integrated Care Collaborative, Inc. is committed to the hiring, advancement and fair treatment of all individuals without regard to race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height, weight, marital status, family status, gender identity, sexual orientation, and genetic information, or any other protected status in accordance with applicable federal and state laws.

Job Type: Full-time

Pay: $45,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• Monday to Friday

Ability to Relocate:

• Buffalo, NY 14209: Relocate before starting work (Required)

Work Location: Hybrid remote in Buffalo, NY 14209