Customer Experience Representative - Nurse Navigation

Global Medical Response
United States, Colorado, Denver
Apr 17, 2025
Customer Experience Representative - Nurse Navigation IMMEDIATE HIRING! The Nurse Navigation program's mission is focused on improving access to high-quality care, decreasing unnecessary healthcare expenditures, and improving the overall experience, satisfaction, and clinical outcomes for the populations we serve. The Nurse Navigation program is growing and expanding. Using proprietary evidence based clinical decision software to immediately evaluate a patient's current condition, we can match the patient with the appropriate resources to meet the patient's unique healthcare needs. Our five-level triage system ensures we are delivering the right resource at the right time, in the right setting to achieve the right outcome at the right cost. The Nurse Navigation program utilizes a national network of care coordinators and communication centers to link 911 call centers, nurse navigators, physicians, and mobile medical response teams together to provide world class care coordination, patient navigation and unplanned care services 24/7, 365 days a year. Our team of nurse navigators provide superior care to support our partners who rely on our team to provide expertise of our large interprofessional workforce, and experience the value our national footprint, operational infrastructure, and innovative technologies create. Our innovative programs are specifically designed to fill in gaps in services, provide economies of scale, improve operational efficiencies, and generate substantial savings with optimal return on investments for patients and payors. JOB SUMMARY The team is responsible for maintaining and reporting on customer satisfaction within the Nurse Navigation program. This includes conducting daily customer service surveys via phone and exploring technological solutions for future survey distribution. Responsibilities also include follow-up with facilities to support aftercare resolutions and monitoring platforms for transportation needs. The role involves collecting, analyzing, and reporting client and agent data to measure satisfaction and identify opportunities for improvement. Team members may also be assigned data validation tasks to ensure data accuracy, handle non-clinical phone lines, and assist with transportation reservations. Participation in executive and quality meetings is expected, with team members presenting data to support ongoing process improvement initiatives. ESSENTIAL FUNCTIONS/DUTIES Acts with integrity and honesty and promotes company and departmental mission and values. Adheres to all company and departmental policies, procedures, and protocols. Ensures all governmental, regulatory and accreditation standards are met. Maintains regular attendance and consistent punctuality to all shifts, meetings and trainings. Has basic medical knowledge and vocabulary to include diagnoses, medications, abbreviations, etc. Acts as a key component of patient care during follow-up to promote positive customer relationships. Ensures compliance with communication center performance standards, interaction and call quality, overall productivity, and key performance metrics. Collaborates with other team members to improve customer experience and patient satisfaction scores. Other duties as assigned. QUALIFICATIONS Knowledge, Skills, and Abilities: Excellent verbal and written communication skills. Typing proficiency and accuracy. Active listening skills and clarity when speaking. Patience, empathy and the ability to remain calm under pressure. Strong computer skills and the ability to navigate multiple software applications. Flexibility to work a rotating shift schedule, including evenings, weekends and holidays EXPERIENCE A minimum of 1 year experience in healthcare is preferred. A minimum of 1 year experience in a Customer Service/Call Center environment, interacting with and fulfilling the requests of customers is preferred. EDUCATION High School Diploma, GED, or equivalent CREDENTIALS CMA or EMT certification preferred Why Choose GMR? Global Medical Response's (GMR) family of solutions. Our GMR teams deliver compassionate, quality medical care, primarily in the areas of emergency and patient relocation services. View the stories on how our employees provide care to the world at www.AtaMomentsNotice.com. Learn how our values are at the core of our services and vital to how we approach care and check out our comprehensive benefit options at GlobalMedicalResponse.com EEO Statement Global Medical Response and its family of companies are an Equal Opportunity Employer, which includes supporting veterans and providing reasonable accommodations for individuals with a disability. Check out our careers site benefits page to learn more about our benefit options.