Description

Why Work for Us?

Workplace well-being is more important than ever. We are the winner of the 2018, 2019, 2020, 2021, 2022, 2023 and 2024 Best and Brightest Companies to Work for In The Nation. We have also won the 2020 Best Places to Work Award, Minneapolis/St. Paul Business Journal.

Our employees benefit from a competitive benefits package that includes paid time off (PTO), parental leave, paid holidays, insurance (medical, dental, vision, life, STD, LTD), flexible schedules, a 401k program with company match, and profit sharing. Insurance benefits effective on the 1st of the month following hire.

At R3 Continuum, we believe our differences don’t divide us but teach us. R3 Continuum eagerly embraces diversity and is a committed Equal Opportunity Employer to all qualified applicants, ensuring individuals will not be discriminated against based on any protected classifications.

Join a company dedicated to helping people and organizations be more resilient and thrive.

Position Summary

The Care Navigator is responsible for working closely with the Care Navigation Center team in coordinating cases on a day-to-day basis. The Care Navigator will assist with the disbursement of case-related materials for consultants, as well as scheduling and coordinating care navigation to client appointments and tracking utilization. The Care Navigator will help process incoming requests and initiate cases in the designated case management system, complete appropriate follow up, process all incoming documentation as related to security and HIPAA requirements. 

Care Navigator Essential Functions

• Triage cases to appropriate consultant in a timely manner, consulting with Senior Care Navigator  and/or Sr. Manager, Care Navigation Center as necessary
• Maintain case documentation, including scheduling, in eCase Manager (eCM) and client databases as applicable
• Monitor service/team email inboxes 
• Process incoming miscellaneous invoices from consultants and collaborating with accounting team to ensure those invoices are billed and paid accurately 
• Monitor and respond to telehealth platform requests for appointments
• Process and reconcile billing for Care Navigation Center services, following up with consultants as needed to obtain missing invoices
• Assist in the development and enhancement of new services lines within Care Navigation Center 
• Make satisfaction calls to service recipients
• Monitor multiple reports and make follow-ups as needed to ensure providers are adhering to departmental processes 
• Identify and participate in operational process improvement for the Care Navigation Center 
• Answer incoming calls from service recipients and providers
   

Other Essential Functions 

• Participates in department and company meetings, as requested
• Performs other duties as assigned
• Overtime/additional hours – There are times in which overtime/additional hours will be mandatory due to an increase in work and the need to meet turnaround time frames

Requirements

Required Skills/Abilities

• Ability to use independent judgment on exceptions to the rule and know when to deviate from established process
• Ability to perform a variety of duties, often changing from one task to another of a different nature, and perform with frequent interruptions and/or distractions
• Ability to think through the consequences of a decision prior to making it
• Capacity to analyze and problem-solve issues in order to identify areas of process improvement and increase efficiencies 
• Able to work independently and handle and resolve problems on own, but also know when to collaborate with staff and be a team player
• Ability to work independently and identify and act on potentially more effective methods of work operation
• Ability to assess the importance and relevance of information and effectively and efficiently share information and relevant detail to the appropriate persons
• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Excellent organizational skills and attention to detail
• Excellent time management skills with a proven ability to meet deadlines
• Ability to function well in a high-paced and at times stressful environment
• Proficient with Microsoft Office Suite or related software

Education & Licensing

• Bachelor’s degree in business or a field related to mental health or four years of experience working in a professional call center environment required

Experience

• Experience working with mental health professionals and coordinating services that are customized to client needs required
• Experience working in a call center environment 

Physical Work Requirements

Work is generally sedentary in nature but may require standing and walking for up to 10% of the time. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available.

The starting pay range for this position is $20-21.50 per hour. The position’s pay range represents the national average pay for similar roles. R3 considers factors such as (but not limited to) experience, internal pay equity and other business considerations when extending an offer.

All applicants must reside in the United States. Employment contingent on a successful background check, work history verification, reference checks, and signing a non-disclosure agreement.

R3 Continuum is committed to providing reasonable accommodations to qualified individuals with disabilities in the employment application process. For individuals with disabilities who would like to request an accommodation, please contact our Human Resources department at hr@r3c.com.