Patient Navigator
Reports to: Senior Lead Enrollment Specialist
Team: Enrollment & Access
Location: Remote
Status: Full-time or Part-time, non-exempt
Compensation: $25 / hour
About FamilyWell
FamilyWell's mission is to transform women’s mental health across the reproductive journey, from fertility through menopause. We embed evidence-based, insurance-covered mental health care directly into women’s health practices, making mental health support available where patients already receive care. By integrating a virtual team of care managers, coaches, therapists, and psychiatric providers into clinical workflows, FamilyWell is expanding access to mental health support, improving outcomes for women and families, and reducing the administrative burden for our provider partners.
About the Role
You will be the first point of connection for patients referred from partnering OB/GYN practices and health systems, including individuals navigating fertility, perinatal, and peri/menopausal care. You will guide patients through the enrollment process and support them in scheduling and completing their initial intake session with a FamilyWell therapist or provider.
In addition to direct patient outreach, you provide the essential administrative backbone that keeps the referral pipeline and clinical schedule moving smoothly. You will keep records synchronized across EHR systems, catch and resolve no-shows and late cancellations, process administrative charges, and serve as a warm, responsive contact for patients and practice partners.
It is a detail-oriented, patient-facing role that requires compassionate patient outreach and compelling communication about FamilyWell’s services and care model, combined with ongoing care coordination and tasks like insurance verification support, revenue cycle management, and EHR administration. You will be the reason referred patients become enrolled patients and experience a seamless journey with FamilyWell.
This role is dedicated to a new provider partnership FamilyWell is launching in Q4. While several administrative tasks are within the scope of this role at launch, the role may evolve over time, including getting additional support for administrative tasks as that workload grows. The patient-facing components of the role – navigating patients from referral to intake – will remain central.
What You'll Do
Engage and enroll patients
- Proactively connect with referred patients across text and phone to introduce FamilyWell's services and Care Model in clear, reassuring language
- Conduct Intro Calls to build trust and rapport, tailoring messaging to each patient's unique reproductive health journey
- Ensure timely initial outreach after receiving a referral, following an established contact cadence
- Complete enrollment documentation accurately and efficiently, confirming required patient information and program consent
- Consistently meet or exceed target benchmarks for Intro Calls, enrollment conversions, and completed intake appointments
Verify insurance and schedule appointments
- Perform eligibility and benefits verification prior to scheduling, confirming behavioral health and telehealth coverage
- Discuss copay, coinsurance, and deductible responsibilities during enrollment interactions, collect copays as appropriate
- Match patients to appropriate providers and modalities across therapy and psychiatry service lines using FamilyWell’s Care Model guidelines
- Protect provider schedule templates by filling open slots, minimizing gaps, and maximizing provider utilization
Maintain EHR sync and administrative workflows
- Create appointments and patient accounts across EHR platforms, including Healthie and partner practice EHR systems
- Cross-post clinical and administrative notes between EHR systems so patient records remain current and synchronized
- Document all patient contacts, outreach attempts, and schedule updates promptly and accurately in compliance with SOPs
- Process administrative charges for no-show and late-cancellation appointments according to established company policies
Recover missed appointments and support retention
- Run daily reports to identify no-shows and late cancellations across the patient caseload
- Conduct immediate follow-up via phone and text to reschedule missed visits and re-engage patients who drop off after intake
- Identify patients at risk of disengaging from care and conduct proactive outreach to maintain continuous care delivery
- Notify referring clinicians when a patient is lost to follow-up or experiences significant changes in their care plan
Provide care coordination and front-door support
- Answer incoming phone calls on the FamilyWell main line as a warm, professional receptionist, routing inquiries appropriately
- Facilitate smooth handoffs between intake, therapy, psychiatry, and collaborative care managers as patient care needs evolve
- Collaborate directly with clinical providers and care managers to resolve scheduling conflicts and address follow-up gaps
- Promptly follow established escalation pathways through proper channels whenever safety or clinical concerns arise
What You Bring
Required
- 1-3+ years of experience in patient access, enrollment, medical front office, scheduling, healthcare customer service, or health coaching
- Warm, empathetic phone and text communication skills, especially with patients navigating stress or anxiety
- Comfort conducting patient outreach and discussing patient financial responsibilities
- Experience working across multiple software tools and/or EHR platforms with high detail-level accuracy
- Strong organizational skills to manage high-volume patient queues, administrative follow-ups, and daily task lists
- Ability to work independently, prioritize tasks effectively, and adapt to evolving clinical processes
Preferred
- Bachelor's degree or formalized background in social work, counseling, psychology, nursing, or healthcare administration
- Hands-on experience with insurance eligibility and benefits verification in behavioral health settings
- Previous experience with medical billing support, payment processing, or charge posting
- Familiarity with Collaborative Care Model (CoCM) billing and workflows in OB/GYN or women's health practices
Systems
- Healthie, Spruce, Candid, partner EHR systems (e.g., eClinicalWorks), and internal Registry tools — training provided
How We'll Measure Success
Key performance measures reviewed monthly:
- Time to Initial Outreach — 95% or more of referred patients are contacted within 1 business day of referral, leveraging automated outreach systems
- Time to First Appointment — 95% or more of referred patients are offered an appointment within 5 business days of initial contact
- Enrollment Conversion & Attendance — Consistently meeting or exceeding benchmarks for Intro Calls and Intake Appointments scheduled and completed
- Missed Appointment Recovery — Same-day outreach on no-shows/late cancels and high rebooking rates for missed appointments
- EHR & Administrative Accuracy — Timely cross-posting of documentation and error-free charge processing
- Call Handling & Service Quality — High responsiveness on the main phone line and positive partner/patient feedback
Why This Role Matters
Referrals only translate into life-changing care when patients successfully enroll and attend their appointments. Patients frequently drop off between appointments or during initial outreach when administrative or communication gaps occur.
In this role, you serve as both the welcoming front door to FamilyWell and the operational glue that keeps patients connected to care. Your dedication ensures no woman falls through the administrative cracks during her maternal or reproductive mental health journey.
FamilyWell Health is an equal opportunity employer. We welcome applicants of all backgrounds and are committed to building a team that reflects the patients we serve.
