PACE NAVIGATOR

The PACE Navigator is responsible for coordinating participant appointments and ensuring timely access to healthcare services in accordance with PACE program requirements. This position serves as a primary point of contact for participants, caregivers, providers, and community partners by coordinating appointments, referrals, transportation, and other participant services. The PACE Navigator provides excellent customer service, maintains accurate documentation, and works collaboratively with the interdisciplinary team to support high-quality participant care.

ESSENTIAL JOB FUNCTIONS:

• Schedules participant appointments according to PACE program requirements and required timeframes.
• Coordinates appointments with specialists, hospitals, imaging centers, laboratories, and other external providers.
• Schedules appointments with internal providers and interdisciplinary team members.
• Coordinates participant appointments with transportation, escorts, meal services, center attendance, and other participant needs.
• Monitors referrals and follows up to ensure timely scheduling and completion of appointments.
• Contacts participants and caregivers regarding appointment reminders, schedule changes, and follow-up instructions.
• Answers participant and caregiver inquiries and provides accurate information regarding services and appointments.
• Documents participant interactions and scheduling activities accurately in the electronic health record (Epic).
• Maintains appointment schedules and ensures participant demographic and insurance information is current.
• Communicates and collaborates with providers, care teams, transportation staff, and external facilities to ensure coordinated care.
• Resolves scheduling conflicts and escalates issues when appropriate.
• Generates reports and maintains records to support daily operations and quality improvement initiatives.
• Participates in department meetings, training, and workflow improvement activities.
• Maintains confidentiality and complies with HIPAA and all NEMS policies and procedures.
• Performs other duties as assigned by the manager or supervisor.

Minimum Requirements

• High School Diploma or equivalent.
• Minimum two (2) years of experience in healthcare scheduling, patient coordination, medical office administration, or customer service.
• Strong organizational, communication, and time management skills.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Proficiency with Microsoft Office applications.
• Ability to learn and effectively utilize Epic or other electronic health record systems.
• Excellent customer service and interpersonal skills.
• Attention to detail and ability to work independently and collaboratively.

Preferred Qualifications

• Experience working in a PACE program, geriatrics, primary care, or managed care.
• Experience coordinating referrals and specialty appointments.
• Knowledge of medical terminology and healthcare scheduling workflows.

LANGUAGE:

• Must be able to fluently speak, read, and write English.
• Fluency in Chinese (Cantonese and/or Mandarin) is required.
• Fluency in other languages is an asset.

STATUS:

• This is an FLSA Non-exempt position.
• This is not an OSHA high-risk position.
• This is a Full Time position.

NEMS is proud to be an Equal Opportunity Employer welcoming diversity in our workforce. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

NEMS BENEFITS: Competitive benefits, including free medical, dental and vision insurance for employee, spouse and/or children; and company contribution to 401(k).