Health Navigator - Access Center - EHT

AtlantiCare•Egg Harbor Township, NJ

1d•Onsite

About The Position

The Health Navigator acts as a liaison to physicians, staff, affiliate physicians, and outside consumers providing referrals to services and expediting appointments based on symptoms and expressed needs of the callers. Has knowledge of all AtlantiCare services, programs, providers and resources. The Health Navigator interacts with AtlantiCare staff, affiliate physicians, and outside consumers in a professional, pleasant & efficient manner. The Health Navigator works closely with the Access Center Manager & Director on designated projects and assists in interviewing and training new Access Center staff. Gathers appropriate client information using skills designed that elicits information for an appropriate and efficient response to requests. He/She demonstrates strong problem solving skills to appropriately respond to complex situations while exhibiting high level time management skills and flexibility. The Health Navigator provides exceptional customer service to all callers ensuring that adequate time is given to each client and that answers meet their needs. The Health Navigator assesses caller's needs accurately through telephone conversation. He/She provides appropriate, age specific, AtlantiCare resources. The navigator gathers and documents complete and accurate client information using skills designed to elicit information for an appropriate and efficient response to requests. He/She demonstrates strong problem solving skills to appropriately respond to complex situations and protects client confidentiality at all times. The Health Navigator answers all calls in a friendly, timely, courteous and professional manner while dealing with each client compassionately, and showing genuine concern for each situation. The Health Navigator responds to email requests and internet inquiries within specified timeframes concisely and accurately in a professional and proper manner. The Health Navigator is also responsible to ensure accurate and complete scheduling of appointments, procedures, tests, and diagnostic services provided by the AtlantiCare Regional Medical Center and AtlantiCare Physician Group. While the Health Navigator position coordinates a wide variety of patient and information flow between physician offices, Pre-Admission Testing, Radiology, it is responsible for understanding the initial patient registration process as well as the online tools necessary to provide patients with information regarding Pre-certification, referral need, co-payment, and medical necessity requirements for services to be rendered. This position communicates and collaborates with Patient Access team members and other hospital personnel to provide quality customer service and smooth transitions. The Health Navigator must have strong computer skills and is charged with the development, maintenance, identifies and monitors integrity of the AtlantiCare Access Center database. Responsible for developing and completing department/management reports, roster, marketing mailing data requests. The Health Navigator enters data for all cases/procedures and provides and supports organizational goals by providing quality customer service, participating in performance improvement efforts, and demonstrating a commitment to teamwork and cooperation.

Requirements

High School graduate or equivalent required.
A minimum of 2-5 years of health care experience including medical terminology required.
A minimum of 2-5 years of customer service or community/public interaction required.
Excellent computer skills and good knowledge database maintenance required.
Pleasant and professional phone skills with good diction, tone and pace while making accurate decisions required.
Strong written communication skills required including grammar and spelling.
Ability to coordinate a multi-line telephone system.
Able to use general office equipment.

Nice To Haves

Associates degree preferred.
Managed care experience strongly preferred.

Responsibilities

Acts as a liaison to physicians, staff, affiliate physicians, and outside consumers.
Provides referrals to services and expedites appointments based on symptoms and expressed needs of callers.
Interacts with staff, affiliate physicians, and outside consumers in a professional, pleasant & efficient manner.
Works closely with the Access Center Manager & Director on designated projects.
Assists in interviewing and training new Access Center staff.
Gathers appropriate client information using skills designed to elicit information for an appropriate and efficient response to requests.
Demonstrates strong problem solving skills to appropriately respond to complex situations.
Exhibits high level time management skills and flexibility.
Provides exceptional customer service to all callers, ensuring adequate time is given and needs are met.
Assesses caller's needs accurately through telephone conversation.
Provides appropriate, age-specific, AtlantiCare resources.
Protects client confidentiality at all times.
Answers all calls in a friendly, timely, courteous and professional manner.
Deals with each client compassionately, showing genuine concern for each situation.
Responds to email requests and internet inquiries within specified timeframes concisely and accurately.
Ensures accurate and complete scheduling of appointments, procedures, tests, and diagnostic services.
Understands the initial patient registration process and online tools for Pre-certification, referral needs, co-payment, and medical necessity requirements.
Communicates and collaborates with Patient Access team members and other hospital personnel.
Develops, maintains, identifies, and monitors the integrity of the AtlantiCare Access Center database.
Develops and completes department/management reports, rosters, and marketing mailing data requests.
Enters data for all cases/procedures.
Supports organizational goals by providing quality customer service.
Participates in performance improvement efforts.
Demonstrates a commitment to teamwork and cooperation.