Description

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: The Existing Patient Care Navigator supports established patients by ensuring information, documentation, and payor-related requirements are met to maintain continuity of care through ongoing treatment, while providing proactive, patient-centered communication across internal teams and external partners so patients feel supported and confident that their ongoing care needs are being addressed.

Essential duties include, but are not limited to:

• Ensure documentation, authorization, and payor requirements supporting continued treatment are met Ensure patient benefits and financial responsibility are clearly communicated, agreed upon, and appropriately collected or secured prior to appointment start to support patient readiness and continuity of care
• Monitor ongoing patient needs and take appropriate action to prevent delays, denials, or disruptions to care
• Communicate proactively with patients to provide updates, explain changes, gather updated information, and reinforce continuity of care
• Partner with providers, internal departments, and external organizations to resolve documentation or payor-related issues
• Review information for accuracy and completeness and determine appropriate next steps within established guidelines to address issues, or gaps impacting continuity of care
• Identify trends or recurring issues impacting continuity of care and escalate or address them as appropriate
• Maintain accurate documentation in the system of record
• Adhere to all compliance, confidentiality, and PHI requirements
• Meet defined service and performance expectations measured by SLAs and KPIs
• Support and cross-train with New Patient Care Navigators as needed
• Timely and accurately respond to appropriate requests for medical records, including those arising from subpoena or other legal proceedings
• Perform other duties as assigned to support the patient journey and operational priorities

Regional Coverage and Flexibility

Responsibilities are consistent across regions, with flexibility in execution based on regional needs

May be required to support patients outside assigned regions. Training and resources will be provided to ensure appropriate understanding of potential regional differences

Performance Measurement

Performance evaluated based on continuity outcomes, problem resolution effectiveness, and SLA and KPI attainment

Necessary training and support will be provided to enable successful performance and achievement of role expectations for assigned patients.

Requirements

• Demonstrated ability to accurately document, retrieve, and maintain information across multiple enterprise systems, including electronic health records (EHRs), customer relationship management (CRM) tools, and productivity platforms (e.g., Microsoft 365), while maintaining data integrity, timeliness, and adherence to documentation standards
• Ability to work effectively across multiple systems and tools, with demonstrated capacity to learn and apply new platforms, workflows, and processes as operational needs evolve
• Strong communication skills across a range of contexts, including patient interactions, third-party coordination (such as payors or referring providers), and collaboration with internal clinical and operational partners
• Demonstrated ability to gather, verify, and synthesize information accurately, including asking appropriate clarifying questions beyond scripted prompts to ensure completeness and reduce downstream rework
• Proven ownership and follow-through, shown by proactively tracking open items, meeting deadlines, escalating issues when appropriate, and seeking resolution rather than waiting for direction
• Ability to work effectively in a remote or hybrid environment, managing time, priorities, and workload independently while remaining aligned with team expectations and organizational goals
• Capacity to manage high-volume or complex interactions in a professional and consistent manner, including using established resources, escalation paths, and team support structures to maintain quality and reliability of work
• Experience supporting ongoing patient care workflows after treatment start, including coordination related to authorizations, renewals, extensions, scheduling changes, and issue resolution across clinical, financial, and operational partners
• Demonstrated ability to manage longer-term caseloads and follow-up work, including tracking open items over time, maintaining continuity of documentation, and supporting sustained patient access and financial outcomes

Pay range: $50,000 - $70,000. Not bonus eligible