Infusion Access Navigator

Merrimack, NH - Full Time

Location: Remote

Position Summary
The Infusion Access Navigator is a critical member of Novella Infusion’s intake and patient access team responsible for owning the “in and out” of the referral and authorization process. This role proactively identifies and resolves intake delays, drives communication with providers and patients, and ensures that each referral moves through the journey efficiently and accurately. The Infusion Access Navigator acts as a bridge between clinical intake, operations, and sales functions—bringing visibility, accountability, and speed to the patient onboarding process.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:
  • Own the patient journey through the intake process, ensuring all required information is complete, accurate, and processed in a timely manner.
  • Proactively monitor cases to identify bottlenecks or missing information and take direct action to resolve exceptions and escalations rapidly.
  • Communicate regularly with providers and patients to share status updates, request additional information, and set clear expectations throughout the intake process.
  • Serve as primary point of contact for referral cases requiring coordination across multiple teams.
  • Review incoming referral packets to verify completeness and ensure accurate data entry into intake systems.
  • Work closely with Intake, operations, and sales to prevent cases from stalling and ensure smooth handoffs to scheduling.
  • Monitor and regularly report out on key performance metrics.
  • Contribute to process improvement initiatives to enhance speed and throughput, improve communication, reduce handoffs, and optimize role integration across departments.

Minimum Qualifications
  • Self-starter, entrepreneurial spirit, attention to detail, and well organized
  • Strong organizational and problem-solving skills with ability to manage multiple referrals simultaneously.
  • Prior experience with infusion therapy intake processes and EHRs required
  • Excellent communication and relationship management skills with both providers and patients.
  • Proven ability to navigate complex multi-stakeholder environments and drive cases to completion independently.
  • Experience in healthcare administration, specialty pharmacy, or referral coordination preferred.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.
While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit for long periods of time; and reach with hands and arms. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.
 
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