Healthcare Navigator Hub of Hope

Philadelphia, PA, USA Req #674
Wednesday, June 1, 2022

The mission of the Project HOME community is to empower adults, youth, and families to break the cycle of homelessness and poverty, to alleviate the underlying causes of poverty, and to enable all of us to attain our fullest potential as individuals and as members of the broader society.   We strive to create a safe and respectful environment where we support each other in our struggles for self-esteem, recovery, and the confidence to move toward self-actualization.   Project HOME has a long-standing commitment to equal employment opportunity for all staff and applicants for employment.  Employment decisions including, but not limited to, hiring selection, performance evaluation, administration of benefits, working conditions, associate programs, transfers, position changes, training, disciplinary action, compensation, and separations are made without regard to race, color, religion (including religious dress and grooming), creed, national origin, nationality, citizenship status, domestic partnership status, ancestry, gender, affectional or sexual orientation, gender identity or expression, marital status, civil union status, family status, age, mental or physical disability (including AIDS or HIV-related status), atypical heredity cellular or blood trait of an individual, genetic information or refusal to submit to a genetic test or make available the results of a genetic test, military status, veteran status, or any other characteristic protected by applicable federal, state, or local laws.

Job Summary The healthcare navigator has the primary responsibility of engaging with HUB of HOPE participants and coordinating healthcare services access. Essential functions and competencies are as follows:

Essential Duties and Responsibilities

·       Greet patients and register patients for health services appointments utilizing trauma-informed approach. Follow check in and check out procedures.

·      Manages the schedule for the healthcare clinic, including:

o Medical provider appointments

o  Mental Health (psychiatry and psychotherapy) appointments

o  Nursing visits

o   Dental appointments

·      As a front desk team member, the receptionist/scheduler plays an essential role in helping the practice maintain Patient Centered Medical Home standards.

·       Confirm and record accurate patient information including insurance, address, apartment number, phone number (s), updated/valid consent forms, and sliding fee documentation.

·       Assist in the scheduling of appointments with providers at Project HOME Healthcare Services (PHHS) locations and other agencies to help meet patient access needs as well as PHHS productivity goals

·      Perform confirmation calls for patient appointments.

·       Engage participants that are overdue for healthcare appointments by working directly with participants in the Hub space or by reaching out to outreach workers, case managers and other outside agencies.

·       Maintain patients’ and visitors’ privacy and confidentiality.  Treat all (staff, patients and guests) with courtesy and respect.

·      Act as liaison between the medical team and the social services at the Hub of Hope, connecting participants to both lines of services and facilitating communication among staff.

·      Act as advocate to ensure all clients are afforded equal and equitable opportunity to receive health care services at Hub of Hope consistent with mission of Project HOME



Other Functions:

·      Provide 5-star customer service to all clients that come to Hub of Hope for services

·      Inform patients about policies and procedures at the Hub of Hope.

·      Follow all “Alert” notes

·      Support Benefits Counselor with insurance eligibility and navigation of other social welfare benefits (ex. SNAP, Medical Assistance, cell phones)

·      Assist in maintaining a trauma-informed and supportive atmosphere in waiting area, including engaging all guests in shared spaces in the Hub of Hope and identifying service & support needs of guests & patients.

·      Assist with compassionate de-escalation and connection to health care services for Hub of Hope participants struggling with behavioral & mental health crises

·      Support the Front Desk team at the Hub of Hope in ensuring that guests arriving at the center receive services. Be attentive to the movement of staff and guests entering and leaving the building.

·      Assist Front Desk with package delivery process

·      Assist the clinic team with administrative & operational responsibilities such as document scanning, answering phones, checking voicemails, returning patient phone calls, and managing clinic scheduling in partnership with Clinic Manager.

·       Perform other duties as assigned

Minimum Qualifications

·       A high school diploma or GED.

·       Ability to perform World Class Customer Service modeling related skills and behaviors for others

·       Proficiency in Microsoft Office and Microsoft 365/web-based applications.

·       Strong computer and organizational skills.

·       Excellent written and verbal communication skills, including diplomacy and tact with patients, guests, and teammates. 

·      Excellent telephone “manners” and ability to deliver World Class Customer Service

·      Prior experience using a Practice Management System (Nextgen or other)

·       Strong commitment to anti-racism and social justice. Experience seen as an asset.

Preferred Qualifications

·       Bilingual (Spanish/English) preferred

·       One-year related work experience, preferably in a medical office setting.

·       Ability to manage multiple tasks simultaneously, and ability to be flexible and adapt in a fast-paced environment.

·       Ability to work independently and to collaborate as a member of a team.

·       Ability to handle stressful situations while providing exceptional customer service.

·       Prior experience delivering services to persons with histories of homelessness, mental illness, substance dependence, and trauma.

·       Ability to display non-judgmental attitude.

·       Ability to remain solution-focused and respectful in all interactions with staff, co-workers, vendors, and clients.

·      Excellent problem-solving and conflict resolution skills.

·      Ability to thrive in an atmosphere where clients may display non-typical behaviors/non-verbal communication in the context of stressors related to experiencing homeless and inadequate resources to meet basic needs. Strong understanding of and empathy for underlying trauma, history of homelessness, and being able to provide compassionate customer service in face of challenging situations.

·       Knowledge of de-escalation methods or willing to be trained in these methods.


Project HOME is an Equal Opportunity Employer


Project HOME benefits include Medical, Dental, Vision, Flexible Spending Account plans (Health, Dependent Care, Transit, Parking), Paid Parental leave, and a student loan support program.  Project HOME provides Paid Time Off a minimum of 27 days annually, which includes vacation, personal, sick days, Floating holidays, Holidays, and sabbatical leave. Employer sponsored benefit plans include Life Insurance, Short Term Disability, 401 (k) with employer match up to 5% in addition to a Employee Assistance Program. Voluntary benefits include Accident, Critical Illness/Cancer, and Hospital Indemnity Coverage. and Voluntary Life Insurance.

Other details

  • Job Family Mandatory Reporter
  • Pay Type Hourly
  • Min Hiring Rate $16.35
Location on Google Maps
  • Philadelphia, PA, USA