Access Navigator, Access & Navigation, Full Time, Day
About The Position
Serves as the primary point of contact in a high-volume call center environment, providing customer service to patients, referring physicians, caregivers, and the community. Assists with appointment scheduling, referral coordination, and access to services within VMG and The Valley Hospital. Supports a seamless patient experience by responding to inquiries professionally, empathetically, and efficiently; converting calls into scheduled appointments and service utilization; and serving as a liaison among referring providers, patients, and specialists to support continuity of care. The role requires effective communication and cooperation with people from diverse socioeconomic and cultural backgrounds, including patients, family members, health care colleagues, and external health- and service-focused organizations. The Access Navigator uses active listening, empathy, and a solutions-oriented approach, maintains professional boundaries, navigates the health care system to obtain information, and works quickly while making accurate decisions. The position is located at 960 MacArthur Blvd, Mahwah, New Jersey, in Access & Navigation, and works a day shift.
Requirements
- Associate degree required; in lieu of a degree, at least 1 year as a BA in a VMG specialty office or at least 3 years in a Valley scheduling position.
- Health care experience, including medical terminology and managed care, is strongly preferred.
- Call center experience is strongly preferred.
- 2–3 years of customer service experience is strongly preferred.
- Ability to work cooperatively and communicate effectively with people from diverse socioeconomic and cultural backgrounds, health care colleagues, and external organizations.
- Ability to use active listening and remain solutions-oriented in interactions with patients, families, and health care team members.
- Ability to demonstrate empathy, integrity, honesty, and compassion in difficult conversations.
- Ability to understand emotional responses and maintain positive interpersonal interactions.
- Ability to distinguish the roles of licensed clinical and non-licensed professionals and act within professional boundaries.
- Self-motivation, initiative, and attention to detail.
- Excellent communication, organizational, and interpersonal skills.
- Pleasant and professional phone skills, including good diction, tone, and pace.
- Strong written communication skills, including grammar and spelling.
- Ability to work quickly and make accurate decisions.
- Ability to use general office equipment, including a multi-line telephone system.
Responsibilities
- Serve as the primary point of contact in a high-volume call center.
- Provide customer service to patients, referring physicians, caregivers, and the community.
- Schedule appointments and coordinate referrals.
- Facilitate access to services within VMG and The Valley Hospital.
- Respond to inquiries professionally, empathetically, and efficiently.
- Convert calls into scheduled appointments and service utilization.
- Act as a liaison between referring providers, patients, and specialists to support continuity of care.
- Navigate the health care system to obtain necessary information.
- Make accurate decisions while working quickly and maintain professional boundaries.
Benefits
- Medical/prescription coverage
- Dental and vision discount program
- Group term life insurance and AD&D
- Flexible spending accounts
- Commuter benefit plans
- Supplemental voluntary benefits, including short-term and long-term disability, whole life insurance, and legal support
- 6 paid holidays
- Paid time off
- Wellness time off
- Extended illness leave
- Retirement plan
- Tuition assistance
- Employee Assistance Program (EAP)
- Valley Health LifeStyles Fitness Center membership discount
- Day care discounts
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What This Job Offers
Job Type
Full-time
Education Level
Associate degree
