Patient Experience Navigator (Medical… at Accompany… · Remote

Accompany Health is on a mission to give patients with complex needs the dignified, high-quality care they deserve but rarely receive. A primary, behavioral, and social care provider, Accompany Health walks alongside patients for their entire care journey, offering at-home and virtual care, as well as 24/7 support. Partnering with innovative payors, Accompany Health is powered by remarkable care teams, elegant technology, and a commitment to evidence-based practice.

We build long-term relationships with our patients so they know, without question, that our team is here for them day or night, year after year. We focus on the health outcomes most important to our patients to make it clear that they lead the way.

To achieve our mission, we collaborate with community-based organizations, local providers, and health plans. Led by our empathetic care teams, guided by proven care models, and powered by our own technology, we deliver a level of service that our communities rightfully deserve but rarely receive.

While our headquarters is in Bethesda, MD, our teams are distributed across the country. If you’re eager to make a tangible difference in people’s lives, to help correct long-standing disparities in health care, join us.

About the role:

As a Patient Experience Navigator (PEN) at Accompany Health, you play a crucial role in supporting patients who often face barriers within the healthcare system. You ensure patients complete the tests, imaging, and referrals ordered by their providers—an essential step in delivering timely, coordinated, high-quality care. You thrive in a fast-paced, metrics-driven environment and take pride in managing a high volume of tasks while consistently meeting daily goals. You are proactive, patient-focused, and committed to providing an excellent experience every step of the way.

Responsibilities will include:

• Essential Functions
• Help patients schedule and complete their referrals, imaging, procedures, and screenings
• Submit and track prior authorizations and requests for durable medical equipment (DME)
• Gather, organize, and manage patient medical records to support coordinated care
• Work closely with the care team to resolve urgent patient needs quickly and effectively
• Support patients in completing preventive screenings (e.g., colonoscopies, mammograms, labs) and contribute to closing care quality gaps
• Protect patient information at all times by following HIPAA and confidentiality requirements
• Carry out additional responsibilities as needed to support patient care and team operations

What makes you a fit for the team:

• You provide outstanding service and make patients feel welcomed, supported, and heard. You can clearly explain the importance of tests or referrals and help patients overcome barriers to completing them
• You take initiative, set your own priorities, and align your work with team and organizational goals
• You understand performance metrics and adjust your workflow to consistently meet or exceed them
• In a fast-growing startup, processes evolve quickly and you have ability to learn rapidly and can adjust to new protocols with ease
• You enjoy learning new tools and technologies and use them to improve your efficiency and workflow
• You are dependable and ensure no task or patient need is overlooked
• You work effectively with the care team to support patient care plans and daily operations
• You manage a high volume of tasks efficiently and follow each order through to completion

Desired skills and experience:

• Required
• Demonstrated success in roles that require delivering exceptional service and support to patients or clients
• Able to manage multiple priorities, including scheduling, coordinating referrals, and processing medical orders efficiently
• Strong ability to interact clearly and empathetically with patients, and collaborate effectively with care team members to address questions or resolve issues
• Solid understanding of patient confidentiality requirements and strict adherence to HIPAA standards
• Preferred
• Experience working in a healthcare environment, handling day-to-day operational tasks
• Familiar with processing prior authorizations, managing durable medical equipment (DME) requests, or organizing patient medical records
• Experience working in a call center or other fast-paced setting with a high volume of tasks

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For Patient Facing Roles

To keep our patients, communities and each other safe, you'll be required to comply with Accompany Health’s medical clearance requirements, including completing a TB screen and providing proof of immunity or vaccination for certain conditions. This is a condition of employment, and we make exceptions as required by law. Accommodation for religious and medical beliefs will be provided on a case by case basis.

We embrace diversity and believe it creates a healthier atmosphere: Accompany Health is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.