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Kaiser Permanente Careers

Customer Service

Making Each Interaction Extraordinary

Functioning as a liaison between our members, employer groups, providers, brokers, and internal customers, our customer service groups are the face and voice of Kaiser Permanente. They play a vital role in explaining our offerings, policies, and procedures as well as meeting the needs of our members across the country.

Community Health Navigator

Location: Portland, OR Additional Locations:
Job Number: 856113 Date posted: 01/09/2020

Patient Navigators are non-clinically licensed health care staff members who are frontline public health workers deployed in clinical and community care settings to improve the social health of Kaiser Permanente members in the communities we serve. Navigators act as the quarterback of the care plan for members who have unmet social, medical and behavioral needs. They work with patients, families/ caregivers, medical providers and community partners to coordinate care and services across the continuum. Navigators are highly trained communicators and subject matter experts, skilled in Motivational Interviewing and responsible for ongoing community and KP resource knowledge. Through building strong relationships and trust with members and their family/caregivers they can activate clinical care plans, identify patient centered goals and connect members to needed community resources to improve health outcomes and reduce total cost of care. The goal of the patient navigators is to help our members with real life issues that create barriers to their total health goals.

Essential Responsibilities:

  • Help patients with social issues like houselessness, substance abuse and hunger
  • Assist patients with organization, making follow-up appointments, and filling prescriptions
  • Help patients fill out applications for benefits public assistance program examples are health insurance and food stamps
  • Meet patients in a community, clinic, or hospital and conduct a needs assessment, including helping patients to set health goals
  • Comfortable making follow-up calls and home/community visits to patients
  • Communicates all care and coordination activity, risks and care plans using standard documentation, information technology and care coordination tools in the electronic medical record.
  • Coordinates care with the right licensed professional, medical provider or community resource at the right time to ensure patient safety.
  • Be the system coordinator and point of contact for patients and families. May assume advocate role on the patient's behalf to ensure approval of the necessary services or accessibility of needed resource(s) for the member in a timely fashion.
  • Create collaborative relationships with staff across departments within KP and externally to promote collaboration and multi-system coordination.
  • Increases access to health and heath care services through innovative health models, virtual care strategies and collaborative community partnerships.
  • Applies motivational interviewing and patient centered approaches to address concerns around cost, coverage and care to improve the care experience and motivate patients to meet their health goals
  • Ability to work independently with accountability and exercise sound judgment, discretion, and professionalism at all times
  • Good organizational and time-management skills
  • Available to work occasional evenings and weekends
  • Other duties as assigned
  • Ability to travel up to 50% of the time and independently meet with patients in the clinic, home, or community-based setting.
  • Participate in on-site events, clinics, and outreach initiatives as assigned

  • Basic Qualifications:


  • Minimum one (1) year of experience in a community facing role, addressing social determinants of health.

  • Associate's degree in public/community health or healthcare related field OR two (2) years of experience in a directly related field.
  • Completion of the approved state certified Medicaid Application Assister program required within six (6) months of hire/transfer.
  • High School Diploma or General Education Development (GED) required.
    License, Certification, Registration

  • Drivers Licenses required upon hire/transfer.

    Additional Requirements:

  • Experience providing case management (or similar) services
  • Experience working with ethnic, racial, economic, broad range of ages, and sexually diverse populations
  • Ability to demonstrate flexibility and to adapt when faced with internal or external barriers, or when faced with differing points of view
  • Demonstrated computer proficiency using Microsoft Office (Word, Excel, Outlook) and working knowledge of the internet
  • Demonstrated excellent written and oral communication skills
  • Demonstrated ability to effectively collaborate with community stakeholders
  • Reliable transportation
  • Verbal and written fluency in English

    Preferred Qualifications:

  • Prior experience working with people experiencing homelessness, mental illness, and/ or substance addiction
  • Bachelor's degree in public/community health or healthcare related field.
  • Certification as a Community Health Worker (CHW), Personal Health Navigator or Peer
  • Motivational Interviewing certification, Mental Health First Aid certification, and Trauma Informed Care training, or other trainings as assigned
  • Verbal and written fluency in other languages than English and/or Proficient in Sign Language
  • Primary Location: Oregon,Portland,Gateway Medical Offices 1700 NE 102nd Ave. Scheduled Weekly Hours: 40 Shift: Day Workdays: Mon-Fri Working Hours Start: 8:00 AM Working Hours End: 4:00 PM Job Schedule: Full-time Job Type: Standard Employee Status: Regular Employee Group/Union Affiliation: Non-Union, Non-Exempt Job Level: Individual Contributor Job Category: Customer Services Department: Community Health Travel: Yes, 50 % of the Time Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.

    External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances.

    About Customer Service Careers

    Customer Service Careers

    With over 11 million members, more than 127,000 employees, and over 40 million doctor visits a year, our customer service teams need you to come work with a wide variety of people to address concerns, resolve grievances, and educate our communities about our offerings. At Kaiser Permanente, you'll put your communication and mediation skills to work in support of excellence. We are committed to supporting you with ongoing growth, training, and development opportunities.

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