AC Wellness is an independent medical practice exclusively dedicated to delivering Passionate, Compassionate, and Effective Healthcare to Apple employees and their families. We are located in the Santa Clara Valley, and operate in multiple stunning, state of the art Wellness Centers. We believe in Trusting, Accessible Relationships with our patients, enabled by beautiful and seamless technological experiences. We foster an environment of continuous learning and teamwork, which ultimately enables exceptional health outcomes. Interested candidates must have an appreciation for the the highest levels of hospitality, patient experience, and a passion for wellness and technology enhanced health experiences.
AC Wellness is hiring an exceptional Care Navigator to act as a lead to our Care Navigator team, welcome and greet patients, and act as an escalation point for the team. The Lead Care Navigator is responsible for helping patients understand the process, foster a positive experience, effectively utilize the technology tools of the practice, assist the Care Navigator Manager to organize group meetings, lead tours and most importantly, deliver a compassionate and thoughtful patient experience.
Primary Responsibilities:
- Serve as the escalation point lead to the Care Navigator team
- Seamlessly execute the Care Navigator Manager’s processes ensuring front of house processes are running smoothly, and patients enjoy a professional and compassionate experience
- Operates the front office electronic management system to assist Care Navigators and seamlessly accommodate busy flow, and urgent care/walk ins
- Handles patient concerns, and serves as the escalation point to all front of house care navigator /patient issues
- Ensures that the details matter - from greeting patients, making them feel comfortable and welcomed, thinking of the details that will ensure the patients and team feel important
- Always focused on improving processes and constantly thinking of innovative solutions
- Keep team morale high by providing first line guidance to Care Navigator Team
- Leads by example and ensures the the Care Navigator teams always project a compassionate, professional, and thoughtful culture
- Escalates issues to the Care Navigator Manager
- Always strives to build relationships with every patient
- Feels a responsibility/ownership to nurture each relationship and experience
- Uses his/her excellent customer service skills and and communication techniques to successfully de-escalate challenging situations.
- Primarily stays in the front of house to handle team escalations
- Handles all guest interactions with the highest level of hospitality and professionalism.
- Deftly handles multi-phone line systems, professionally answering calls, scheduling appointments, responding to email, and and ensuring great communication with patients, staff, and throughout the office.
- Positively builds and nurtures relationships with Providers
Experience:
- Four year degree or equivalent experience
- Two years of employment in a related position with another hospitality or sales organization
- Minimum one year of experience as a team lead
- Proven organizational skills, great interpersonal skills, and ability to work as a key team member
Reporting: Reports directly to the Care Navigator Manager
Other Skill Requirements:
Must excel at Apple technology operating efficiently with hardware and software (iMac, iPad, iPhone). Reading, writing & excellent oral proficiency in the English language.
- Ability to quickly learn new procedures and processes
- Strong organizational and follow-through skills
- Excellent communication and interpersonal skills
- High level of ownership, accountability and initiative
- Comfort and efficiency in multi-tasking
- Second to none follow through on big and small issues.
The Lead Care Navigator Lead should always appear polished and composed. Makeup should be simple, professional and natural, fingernails are clean and personal hygiene must be impeccable.
We are a fast paced organization and a successful candidate thrives in complex, technology-enhanced, fast-paced environments. AC Wellness hires compassionate, curious, team-oriented team members. We train our teams to perform their jobs superbly, and create an environment of continuous learning and teamwork.