Navigator - Virtual Substance Use Recovery Program (vSURP)
Department: Behavioral Health Services

Position Overview

The Navigator - Virtual Substance Use Recovery Program (vSURP) serves as the primary point of contact for patients enrolling in Mercy's innovative virtual treatment program. This role is responsible for facilitating a seamless patient experience by providing compassionate, coordinated, and professional support throughout the treatment journey.

The Navigator performs a variety of administrative, call center, data collection, and patient support functions, including patient intake and discharge, phone triage, scheduling, documentation, and coordination of care. As a key member of a highly motivated and collaborative team, the Navigator helps support patients receiving substance use recovery services while ensuring exceptional customer service and adherence to Mercy's mission, values, and service standards.

Key Responsibilities

Patient Care Coordination

• Serve as the primary contact for patients participating in the Virtual Substance Use Recovery Program.
• Coordinate telemedicine appointments, assessments, testing, and follow-up visits.
• Assist patients with accessing virtual care technology, including the MyMercy app and telehealth equipment.
• Support patient admissions, onboarding, and discharge processes.
• Communicate with patients, physicians, clinics, medical staff, and pharmacies to facilitate care delivery.
• Coordinate referrals to appropriate internal and community-based resources.
• Screen patients for Social Determinants of Health (SDOH) and connect them with available resources.
• Maintain appointment scheduling and provider calendars.

Communication & Patient Support

• Answer incoming calls and provide timely assistance to patients and families.
• Educate patients and caregivers regarding program services and treatment processes.
• Conduct outreach and follow-up with prospective patients who have not completed admission.
• Build and maintain professional relationships with community agencies and partners.
• Exercise sound judgment and problem-solving skills in both routine and complex situations.

Documentation & Administrative Support

• Accurately document patient interactions, insurance information, referral sources, assessments, and services provided.
• Collect, track, and report program data and performance metrics as requested.
• Support registration, patient check-in, scheduling, and other clinic operations as needed.
• Perform additional duties as assigned.

Compliance & Safety

• Maintain patient confidentiality and protect sensitive information in accordance with HIPAA regulations.
• Adhere to infection prevention standards and safety protocols.
• Comply with patient rights requirements, regulatory standards, and departmental policies.
• Support Mercy's mission, values, service standards, and the National Association of Social Workers (NASW) Code of Ethics.

Qualifications

Required

• High School Diploma or equivalent.
• Current BLS certification or ability to obtain within six months of hire.
• Strong customer service and communication skills.
• Excellent organizational skills and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong computer proficiency, including Microsoft Word and Excel.

Preferred

• Bachelor's degree in Social Work, Psychology, Behavioral Health, or a related field.
• Previous experience in a behavioral health, substance use recovery, healthcare, or social services setting.

Skills & Competencies

• Compassionate, patient-centered approach to care.
• Critical thinking and problem-solving abilities.
• Strong verbal and written communication skills.
• Ability to work independently and collaboratively within a multidisciplinary team.
• Adaptability and professionalism in a dynamic healthcare environment.

Why Mercy?

Join a mission-driven team dedicated to transforming access to substance use recovery services through innovative virtual care. At Mercy, you'll have the opportunity to make a meaningful difference in the lives of patients while working alongside passionate healthcare professionals committed to delivering exceptional care.