Patient Navigator in Collegeville, PA at Quest Diagnostics

Date Posted: 6/11/2022

Job Snapshot

  • Employee Type:
  • Location:
    1201 South Collegeville Road
    Collegeville, PA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
  • Job ID:

Job Description

Patient Navigator, Specialty Testing Services - Collegeville, PA - Monday-Friday 8:00 am - 4:30 pm


The STS Patient Navigator Team will serve as the primary point of contact and support for patients considering testing within the Advanced Diagnostics group. The primary mission of the group is to deliver price transparency, striving to remove financial uncertainty from the testing process. The Patient Navigator group will help patients understand what personal financial obligations (commonly referred to as “out of pocket” or OOP charges) will likely be associated with their test, as well as what options may be available to help manage any unexpectedly difficult OOP burden. In this capacity, they’ll often help patients to better understand how their health plan’s benefit is designed, provide insight into how their deductible and cost sharing components work, and how this testing factors into the overall financial impact of their personal diagnosis. Further, as the named, primary point of contact for patients, the Patient Navigator will help facilitate discussions with other Quest team members as needed to answer questions relating to test processing, results interpretation, etc. This role will require a very high degree of commitment to the patient/customer experience, a sound knowledge of preauthorization and insurance billing processes, and very polished and professional communication skills. This position will be remotely based.
Duties and Responsibilities:
Initiate and accept all patient contact and inquiries regarding price transparency, preauthorization, the financial assistance program, billing, and a variety of insurance plans and payers
Calculate and interpret out of pocket estimates for patients considering specific tests in Quest’s Advanced Diagnostics portfolio
Establish immediate rapport and trust to ensure patient confidence and comfort with the testing process
Coordinate testing in parallel with the obtaining of proper documentation from patient to comply with all payer requirements
Triage high-level medical or technical questions to Genomic Services or Laboratory Operations
Document reporting and call history in patient files and maintain appropriate records
Maintain ongoing accountability for maximizing department quality and productivity by monitoring service levels and minimizing abandoned calls
Other duties as required


 Deep knowledge of healthcare reimbursement, including health plan benefit design, preauthorization, and billing processes
Knowledge of billing and laboratory testing operations
Extensive experience in customer service roles, ideally working directly with patients in the delivery of health care or related services
Ability and desire to problem solve for patients and clients
Excellent oral and written communication
Established ability to calmly handle challenging customer scenarios and possible conflict
Multilingual capability ideal
Strong understanding of medical terminology required.
Ability to handle complex processes and have demonstrated experience utilizing independent problem-solving skills.
Proficiency with Microsoft office products required (Excel, Word, PowerPoint, etc.
Bachelor’s degree in Business, Finance, Health Administration or related field preferred

Problem solving skills
Interpersonal skills, including but not limited to teamwork, adaptability, and dependability.
Excellent interpersonal and communication (including excellent verbal and writing skills)
Leadership, including but not limited to leadership, motivation, decisiveness and work commitment
Direct experience in influencing operational leaders
Proven ability to handle multiple tasks and meet deadlines within standards
Adaptable and flexible with the ability to accept, create and manage change
Position may require travel