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aptihealth Patient Navigator/Virtual Front Office in Boston, Massachusetts

Life at aptihealth

The aptihealth team are health care, technology, research and user experience experts passionate about transforming behavioral healthcare. Everything we do at aptihealth is centered around our mission to revolutionize care and to ensure that the millions of people who need and deserve it have access to it. As a curious and collaborative teammate, someone excited about tackling the hard problems in healthcare and technology, you will play a key role in making that mission a reality. Together, we’ll create and innovate transformative behavioral healthcare – for millions of people.

Your Role

A Patient Navigator is a hands on supportive role that works with new and existing members to educate around the aptihealth care journey. The Navigator is a vital part of the team and assists with insurance questions, appointment reminders, sending and receiving relevant medical records as necessary, discussing payment arrangements with our members, and overall ensuring the member journey is best in class.

Your Responsibilities

  • Provides customer service to aptihealth members through phone calls, emails, and online ticketing systems. Answers, screens, and processes a high volume of calls in a professional manner. Utilizes and adheres to the phone scripts and guidelines for triaging calls. Asks appropriate questions and uses independent judgment within scope of knowledge and authority to determine the type of appointment, appropriate provider and urgency needed.

  • Ensures aptihealth members are welcomed into the care journey in a supportive manner and provides an opportunity for members to ask questions related to our offering

  • Troubleshoots any patient issues and concerns, including billing questions, insurance questions, and provider coordination issues with a focus on root cause correction and supportive customer service.

  • Works to maintain patient records around authorizations for care, medical record requests from insurance companies, providers, or third parties, and call documentation.


  • High School diploma or GED required. Associate's degree preferred

  • 3-5 years' related customer service experience required preferably in a medical office or healthcare environment

  • Experience with computer systems required, including web-based applications and some Microsoft Office applications which may include Outlook, Word, Excel, PowerPoint and Access.

  • Highly organized with attention to detail

  • Excellent communication skills, including written and verbal, bilingual a plus

  • Comfortable in a fast paced virtual work environment


What We Offer

  • Health, Dental and 401k benefits

  • Competitive pay and benefits

  • Flexible working hours and freedom in your work habits

  • Paid Time Off