HR Support Services Employee Navigator

at  Dignity Health

Overview
CommonSpirit Health was formed by the alignment of Catholic Health Initiatives (CHI) and Dignity Health. With more than 700 care sites across the U.S. from clinics and hospitals to home-based care and virtual care services CommonSpirit is accessible to nearly one out of every four U.S. residents. Our world needs compassion like never before. Our communities need caring and our families need protection. With our combined resources CommonSpirit is committed to building healthy communities advocating for those who are poor and vulnerable and innovating how and where healing can happen both inside our hospitals and out in the community.
The HR Support Services Employee Navigator is responsible for providing answers and navigating employees and their families through complicated and complex life events that utilize their company provided benefits. Employee Navigation Services will include personal navigation for employees and their families during some of the most critical moments in their lives. Employee Navigation consists of death or terminal illness of the employee or dependent and critical leaves of absence of the employee or dependent. Employee Navigation will continually expand into new service offerings to support the employee experience assisting the employee or family members through complex processes, which may include engaging with health care providers, insurance plans, medical professionals, medical information resources, and related community resources to exact a resolution on behalf of the employee or his/her family member. The HRSS Employee Navigator will work closely with the Benefit Service Center (BSC), leave of absence team, HRSS Benefit Team, Total Rewards COE, facility HR teams, and other partners. This position will serve as a single point of contact for employees to assist them and their families in utilizing CommonSpirit Health’s health care benefit plans, helping to educate and resolve complex issues that employees are unable to resolve on their own.

Responsibilities

• This is a remote Opportunity

ESSENTIAL KEY JOB RESPONSIBILITIES

• Employee Navigation
• Perform customer service support and meet employees needs in regards to claims adjudication and critical incident management
• Handle benefit inquiries and complaints to ensure quick, equitable, courteous resolution. Maintains contact in person, and by phone or mail, with hospitals, physicians, insurance companies, employees, and beneficiaries to facilitate proper and complete utilization of benefits for all employees.
• Becomes the liaison between employees or their family members and the benefit carrier contacts or other vendors involved to ensure proper handling of the issue
• Learn the detail of unique benefit plans and assists employee and family members with questions and work through issues that arise with new service offerings through the navigation program.
• Independently conducts research and resolves issues for employees and their family members
• Interpret and define an extensive variety of problems, collect data, document the facts, and draw valid conclusions
• Applies professional/technical knowledge, skills expertise and judgment to achieve excellent customer service and remain in compliance with Federal, State and local laws
• Works closely with benefit and LOA specialists, vendor representatives, facility HR while maintaining the confidentiality of the employee. De-identifies all notes and conversations before sharing them with any other party.
• Communicate with the employee or a family members and gather facts and information to affect a positive relationship and establish a comfort level to gain the employee’s confidence. The navigator must be able to clearly articulate a negative outcome to their inquiry through concise, factual explanation while maintaining a professional and courteous attitude
• Process and Continuous Improvement
• Builds and maintains productive working relationships with vendors, Centers of Excellence, local HR facilities and technology team across CommonSpirit Health system
• Participate in continuous Improvement team projects and provide feedback to improve processes and make efficiency gains.
• Other duties as assigned to include special projects and special assignments
  The job summary and responsibilities listed above are designed to indicate the general nature of the work performed within this job. They are not designed to contain or be interpreted as a comprehensive inventory of all job responsibilities required of employees assigned to this job. Employees may be required to perform other duties as assigned.
  Qualifications
  1-5 years’ experience in benefit/leave administration or case management, of which a minimum of 1 years has been in an customer service, HR Analyst role, or an appropriate combination of the two; Previous benefits experience for a large company 50k+ employee base preferred.
  Minimum of 1 years’ experience in benefit/customer service or case management OR
  BS Human Services or Human Resources OR appropriate combination of education and experience.
  Detail oriented, understands processes and systems, strong customer service skills, comfortable working with multiple systems, comfortable with complex situations and processes, innovative, strong critical thinking, strong initiative, quick learner, problem solver.