COMPANY DEFINITION TEAM

Services Group is a national provider of household employment and home care solutions, supporting seniors and individuals with disabilities the ability to receive excellent quality care in the comfort of their homes. TEAM was founded over 10 years ago and has a presence in over 50 states, serving more than 100,000 families. TEAM is backed by General Atlantic. www.teamsvc.com TEAM NY coordinates delivery of personal care to Chinese-American, dual-eligible Medicare-Medicaid patients based in New York City. TEAM NY is a collection of three Licensed Home Care Service Agencies (LHCSAs) - ABI, ATD, and LIFE. Since joining TEAM in 2024, the NY business has become one of the most strategically important platforms in the organization. We believe care is local, personal, and deeply rooted in trust. Our mission is to uplift every generation: patients, caregiver, and staff. www.

TEAMNYco.com

ROLE SUMMARY ABI

is looking for a compassionate, organized Care Navigation Specialist to be the trusted point of contact for ABI patients interested in Medicaid Advantage Plus (MAP). MAP brings Medicare, Medicaid, and long-term care benefits together through a single organization for eligible patients who have both Medicare and Medicaid. It can create a more coordinated, simplified care experience, yet many patients and families do not understand what it means. This role will make MAP more understandable, answer initial questions, and guide interested patients through the next steps.

JOB DESCRIPTION

The Care Navigation Specialist owns the patient education, coordination, and follow-up needed to help appropriate ABI patients explore MAP. Combining empathetic patient engagement, disciplined case management, and productive payer-representative relationships, this individual builds trust over the phone and in person and owns each patient's journey from initial interest through a documented outcome.

WHAT YOU'LL DO

• Become ABI's trusted knowledgeable source of general, compliance-approved information about MAP and the process for contacting payers.
• Serve as the primary go-to person for patients and families who express interest in

MAP:

listen to their needs, provide initial education, answer questions, and explain the available next steps in clear, accessible language.

• Respond to inbound questions and interest promptly; when capacity allows, conduct compliance-approved outreach to inform patients that navigation assistance and payer contact information are available.
• Explain, at a high level, what MAP is and direct patients with questions about whether a particular plan is appropriate to the payer or licensed representative.
• Connect interested patients with the relevant MAP payer representative and facilitate warm handoffs that make it easy for patients to continue the conversation.
• Guide and track the navigation case through referral, payer connection, issue resolution, and documented disposition.
• Build productive working relationships with external payer representatives and follow up proactively with patients, families, and payer partners to resolve barriers, delays, or unanswered questions.
• Maintain accurate, timely documentation of outreach, education, patient preferences, plan handoffs, outcomes, and the reasons patients proceed, decline, or do not move forward.
• Maintain practical, up-to-date,Compliance-approved, factual reference materials and payer contact/escalation information.
• Partner closely with Care Coordination, Nursing, Intake, Scheduling, Growth, Compliance, and other internal teams to ensure a seamless patient experience, serving patients by phone and in person as appropriate.
• Completes training on role boundaries, approved scripts/materials, HIPAA, payer escalation procedures, and when to refer questions to a payer, licensed representative, or Compliance.

WHAT YOU'LL NEED TO KNOW / DO

• 2+ years of experience in patient navigation, customer service, home care, scheduling, or a related patient-facing role; experience supporting older adults or individuals with disabilities is strongly preferred.
• A patient-first service mindset and demonstrated ability to build trust with patients and families through empathetic, culturally responsive communication.
• Excellent verbal and written communication skills, including the ability to translate complex insurance and health care information into clear, practical next steps.
• Highly organized and comfortable managing a detailed case list, tracking follow-ups, documenting outcomes, and working with payer representatives and internal teams to move patient needs forward.
• Familiarity with Medicaid Advantage Plus (MAP), MLTC, Medicare, Medicaid, or the NYC dual-eligible landscape is a plus, but not required; the right candidate will be trained quickly on ABI's payer plans.
• Comfort with frequent phone-based patient outreach and willingness to meet patients in person at our offices when appropriate.
• Proficiency with standard office and case-management tools, including Outlook, Excel, Word, Google Workspace, and telephone systems.
• Strong attention to detail and commitment to accurate documentation, HIPAA compliance, confidentiality, and responsible handling of patient information.
• Fluency in English and Cantonese and/or Mandarin is required; fluency in both is strongly preferred.

Other Chinese dialects and Spanish are also highly valued.

BENEFITS

Compensation:

Full-time role paying $23.5-$26 per hour, paid biweekly. Competitive company-sponsored health insurance with the option to cover family members, as well as dental, vision, life, and disability insurance. Additional benefits include a free gym membership program, 401(k) participation with employer match, a paid 1-hour lunch break, commuter benefits, and a monthly subsidy with tax-free options for transit, parking, cell phone, dependent care, HRA, or EBHRA. Employees also receive paid sick leave, 9 paid holidays including Chinese New Year and Mid-Autumn Festival, and applicable statutory benefits such as Workers' Compensation Leave, Disability Leave, Paid Family Leave, Paid Prenatal Leave, and other legally required leave benefits. Employees may also participate in team bonding activities, including an annual Chinese New Year party, annual staff picnic, and monthly Bagel Fridays with free breakfast. Paid Time Off Eligible full-time employees accrue Paid Time Off (PTO) based on length of service. Employees accrue up to 80 hours, or 10 days, annually during the first 3 calendar years of employment. PTO increases to up to 88 hours, or 11 days, annually after more than 3 calendar years of employment, and up to 96 hours, or 12 days, annually after more than 4 calendar years of employment. Employees continue to receive an additional 8 hours of PTO for each successive year of service, up to a maximum of 160 hours, or 20 days, annually.

LOCATION

Flushing, New York (~30-45 minutes from Manhattan). We are currently in-office four days a week. This is a full-time role, generally Monday-Friday, 9 AM-5 PM.

Pay:

$23.50 - $26.00 per hour

Benefits:

401(k) Health insurance Paid time off Referral program

Experience:

patient navigation: 2 years (Required)

Language:

Chinese (Required) English (Required)

Work Location:

In person