- Answering inquiry calls, emails, web forms, etc., and providing live information to prospective patients, their loved ones, and referrals
- Collect prospective patient information and input data points into various platforms and systems
- Guide prospective patients into their Nema journey by completing introductory phone calls and showcasing Nema's values
- Resolve patient requests in one call/contact or successfully manage prolonged or complex issues, with high attention to managing the customer experience and emotion
- Document all interactions with prospective patients in a CRM (customer relationship management) software system
- Ensure active Nema patients experience a seamless care journey by serving as the primary care navigator with assigned patients, anticipating next steps and guiding them through the process
- Provide support, motivation and resources to patients as they complete trauma therapy and enter recovery through individual and group sessions
- Participate in continuously refining the Nema care journey by offering feedback to the product and clinical teams
- Continuously improve the services that you provide through active participation in trainings/supervision and expansion of Nema's peer mentorship offerings
- Serve as the voice of the patient in treatment team meetings
- Ensure patient data privacy by accurately maintaining documentation for both prospective and current patients, in compliance with HIPAA and best practices
- You have firsthand experience of recovering from PTSD, and you believe that every survivor deserves that opportunity as well
- You love caring for people, especially trauma survivors, and are constantly examining how you can better improve the care you give
- You advocate relentlessly for your patients, flagging any pertinent issues for the rest of the team
- You have an infectious passion for supporting trauma treatment and recovery, and can communicate that gift to others
- You care about health equity, providing culturally sensitive care and improving health disparities
- You are detail oriented, including providing meticulous attention to documentation and patient care details
- You have impeccable organizational and project management skills and can stay on task across many simultaneous clinical operations functions
- You strive to continuously improve, and know that there is no ceiling to excellence. You recognize your strengths, are aware of your opportunities for growth, and crave constructive feedback
- You want to have fun where you work, and to be a part of a team
- Lived experience with post-traumatic stress disorder and in stable recovery
- Training as a peer mentor (can provide training for preferred candidates)
- High School degree or higher
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Peer Navigator - New Haven, United States - Nema Health
Description
Job Description
Job DescriptionAbout Us
Nema Health is a survivor and clinician-led virtual program for PTSD & trauma care. Our mission is to guide trauma survivors at every step of their journey towards healing, starting first with the remote, massed delivery of cognitive processing therapy (CPT). We are seeking a passionate and mission-driven Peer Navigator to provide best-in-class support to other survivors. Today, this role reports directly to our Clinical Director, with additional supervision by the Practice Coordinator, and will report to the Clinical Operations Director once that hire is made.
Nema is built around a "Peer-led model", placing Peer Navigators at the heart of the patient experience and our clinical operations. We believe that survivors are best equipped to guide patients through their journey with empathy and compassion. To that end, Peer Navigators are essential members of two functions at Nema Health. In the Admissions function, Peer Navigators are responsible for managing inbound patient inquiries via phone call, email, and other forms of communication. The Peer Navigator will also provide program information, discuss insurance and finances, and ultimately work toward booking Intake Sessions with interested individuals. On the Care function, Peer Navigators support active patients on their journey to recovery through one-on-one and group telehealth sessions. Peers teach and support patients in implementing valuable skills into their lives, and help patients build a "life worth living" outside of trauma.
Our Beliefs
Diversity Drives Excellence: We believe that embracing diversity, equity, inclusion, and belonging is fundamental to our success, both in serving patients and fostering a culture of respect and compassion.
Bring Joy To Work: We prioritize creating a positive and supportive work environment, celebrating successes, fostering a sense of humor, and providing emotional support for our team members.
Our Values
Honor Through Impact: We genuinely impact people's lives by providing access to innovative PTSD therapies, always focusing on measurable improvements in patient health and well-being.
Thoughtful Planning Enables Speed: We believe in thorough planning to ensure smart and sustainable decisions. After diligent consideration, we precisely and relentlessly implement our plans.
Connect Through Compassionate Candor: We embrace open and compassionate communication, viewing tough conversations as opportunities for growth and continuous improvement.
Character Over Credentials: We value qualities like hard work, integrity, and a willingness to learn more than just qualifications or titles, emphasizing the importance of team members' character.
Live North Of Fair: We consistently do what's right, even when it's not the easiest path, and prioritize generosity, fairness, and transparency in all our actions, both inside and outside the company.
Your Responsibilities:
Personal Qualities You Bring:
Qualifications
Nema Health is an early stage clinic looking to build and grow nationally. This is a fully remote, full time, exempt, salaried position reporting directly to the Clinical Director. Compensation will be determined by the candidate's experience. The full-time compensation package will include a $50,000 -$65,000 salary range, unlimited PTO, a healthcare stipend, an education stipend, an annual work-from-home productivity stipend, 401K with matching, and paid parental leave.
