Job Details
Essential Duties
1. Promote Yale Health through representation and communication of the organization's services. Initiates communication with all eligible students, ensuring a general understanding of Yale Health's Hospitalization/Specialty Care Coverage and Yale Health Basic Student Health Services.2. Coordinate care for new and returning student members and their enrolled dependent(s). Collaborate with Student Health, Mental Health and Counseling, and all relevant Yale Health primary care and specialist services.3. Establish, foster, and continuously collaborate with all University stakeholders, including Yale Health colleagues and departments at Yale Health. Assist students in transitioning and maintaining continuity of care, minimizing barriers to access, and ensuring adherence to appropriate treatments.4. Resolve patient issues and provide follow-up to patients regarding concerns or complaints.5. Foster an inclusive and supportive healthcare environment, by assisting students and their eligible covered dependents in accessing a comprehensive range of gender-affirming and reproductive health care services at the Yale Health Center.6. Ensure that students are aware of the latest developments and options available to them at Yale Health and within the Yale Health Plan network by remaining proactively informed about advancements in gender-affirming care and reproductive health services.7. Lead patient-centered feedback groups to identify service issues, track trends, and report patient feedback to Yale Health leadership. Provide recommendations to eliminate barriers to care.8. Apply quality improvement concepts to all work practices and recommend new policies or changes to improve the quality and efficiency of patient services.9. Participate in formulating and executing a plan for marketing the Yale Health Plan to eligible students. Participate in student orientations and Fall and Spring enrollment outreach efforts.10. Organize Yale Health student benefits orientation providing informational sessions and tours to facilitate effective use of Yale Health resources and services. 11. Support Member Services departmental needs including phone and email correspondence, member insurance registration, and other roles to sustain the operational needs of Member Services.
Required Education and Experience
Two years of related work experience in the same job family and a bachelor's degree in a related field; or an equivalent combination of experience and education.
Background Check Requirements
All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check. For additional information on the background check requirements and process visit "Learn about background checks" under the Applicant Support Resources section of Careers on the It's Your Yale website.
Position Focus:
Reporting to the Manager, Member Services & Health Information Management, the Student Health Care Navigator supports all students and their eligible dependents enrolled in Yale Health Hospitalization/Specialty Care Coverage, and students enrolled in Yale Health Basic Student Health Services. The goal is to provide guidance, information, and resources that promote good health, manage chronic illness, and ensure a seamless onboarding experience for new student members and their eligible covered dependents.
In addition to providing general health care navigation, this navigator assists students and their eligible covered dependents in obtaining gender-affirming and reproductive health care services at the Yale Health Center. This extends to other facilities or providers contracted with or referred to by the University for health care services. With a commitment to promoting the health and wellness of our members, this position involves a particular emphasis on gender-affirming care and reproductive healthcare; navigating and facilitating seamless pathways for individuals seeking specialized care with these health services. In this capacity, the Student Health Care Navigator serves as a knowledgeable and empathetic liaison, addressing the unique healthcare needs associated with gender-affirming care and reproductive health by providing detailed information about available services, assisting with appointment scheduling, collaborating with Yale Health colleagues and departments, and ensuring that individuals receive the necessary support and resources throughout their healthcare journey.
The Student Health Care Navigator collaborates with Yale Health clinical and service departments to address patient issues and reduce barriers to care by actively engaging with healthcare providers, specialists, support staff, and relevant departments within the Yale Health Center to streamline the process of meeting their healthcare needs.
The Student Health Care Navigator plays a crucial role in promoting the organization by positively representing and communicating its services to all members. The Student Health Care Navigator will offer creative recommendations and solutions for planning and executing student campus outreach efforts to raise awareness of the benefits of Yale Health Hospitalization/Specialty Care Coverage and Yale Health Basic Student Health Services. This role demands an exceptionally high level of initiative and engagement to facilitate effective communication with diverse student groups at Yale University and execute plans within a fast-paced, multi-faceted healthcare customer service setting.
Exceptionally strong customer service and active listening skills are essential for this position to communicate tactfully and diplomatically with students enrolled in Yale Health Hospitalization/Specialty Care Coverage and Yale Health Basic Student Health Services. The role requires exceptional organization, prioritization, and multitasking skills, requiring accuracy and attention to detail, innovation, consistency, confidentiality, and the ability to manage multiple projects and tasks simultaneously.
At the Manager's discretion, the Student Health Care Navigator may also provide Member Services support, including answering phones and email, and fulfill other support roles as needed to meet the operational needs of Member Services.
The Student Health Care Navigator's role extends beyond mere assistance; it embodies a commitment to ensuring that every student and their eligible covered dependents receive compassionate, informed, and tailored support in accessing the healthcare services they require at the Yale Health Center. Through these efforts, the Student Health Care Navigator actively contributes to the creation of an inclusive and affirming healthcare environment for all individuals under the care of and enrolled in Yale Health.
Preferred Education, Experience and Skills:
Strong background in benefits administration, reproductive and/or gender-affirming care case coordination, or health care operations; proficiency with IDX, Epic, Workday and/or Banner systems, and Workday Learning.
Posting Disclaimer
The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the particular position. Employees will be assigned specific job-related duties through their hiring departments.