Navigator - Virtual Substance Use Recovery Program (vSURP)

The Navigator - Virtual Substance Use Recovery Program (vSURP) serves as the primary point of contact for patients enrolling in Mercy's innovative virtual treatment program. This role is responsible for facilitating a seamless patient experience by providing compassionate, coordinated, and professional support throughout the treatment journey.

The Navigator performs a variety of administrative, call center, data collection, and patient support functions, including patient intake and discharge, phone triage, scheduling, documentation, and coordination of care. As a key member of a highly motivated and collaborative team, the Navigator helps support patients receiving substance use recovery services while ensuring exceptional customer service and adherence to Mercy's mission, values, and service standards.

• Serve as the primary contact for patients participating in the Virtual Substance Use Recovery Program.
• Coordinate telemedicine appointments, assessments, testing, and follow-up visits.
• Assist patients with accessing virtual care technology, including the MyMercy app and telehealth equipment.
• Support patient admissions, onboarding, and discharge processes.
• Communicate with patients, physicians, clinics, medical staff, and pharmacies to facilitate care delivery.
• Coordinate referrals to appropriate internal and community-based resources.
• Screen patients for Social Determinants of Health (SDOH) and connect them with available resources.
• Maintain appointment scheduling and provider calendars.

• Answer incoming calls and provide timely assistance to patients and families.
• Educate patients and caregivers regarding program services and treatment processes.
• Conduct outreach and follow-up with prospective patients who have not completed admission.
• Build and maintain professional relationships with community agencies and partners.
• Exercise sound judgment and problem-solving skills in both routine and complex situations.

• Accurately document patient interactions, insurance information, referral sources, assessments, and services provided.
• Collect, track, and report program data and performance metrics as requested.
• Support registration, patient check-in, scheduling, and other clinic operations as needed.
• Perform additional duties as assigned.

• Maintain patient confidentiality and protect sensitive information in accordance with HIPAA regulations.
• Adhere to infection prevention standards and safety protocols.
• Comply with patient rights requirements, regulatory standards, and departmental policies.
• Support Mercy's mission, values, service standards, and the National Association of Social Workers (NASW) Code of Ethics.

• High School Diploma or equivalent.
• Current BLS certification or ability to obtain within six months of hire.
• Strong customer service and communication skills.
• Excellent organizational skills and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong computer proficiency, including Microsoft Word and Excel.

• Bachelor's degree in Social Work, Psychology, Behavioral Health, or a related field.
• Previous experience in a behavioral health, substance use recovery, healthcare, or social services setting.

• Compassionate, patient-centered approach to care.
• Critical thinking and problem-solving abilities.
• Strong verbal and written communication skills.
• Ability to work independently and collaboratively within a multidisciplinary team.
• Adaptability and professionalism in a dynamic healthcare environment.

Join a mission-driven team dedicated to transforming access to substance use recovery services through innovative virtual care. At Mercy, you'll have the opportunity to make a meaningful difference in the lives of patients while working alongside passionate healthcare professionals committed to delivering exceptional care.