Healthcare Access Navigator

Cooper University Hospital•Cherry Hill, NJ

About The Position

The Healthcare Access Navigator helps patients access timely follow-up care after emergency department visits, hospital stays, and other covered care. The role schedules appointments with primary care providers, including helping patients who do not have a PCP obtain one, and coordinates follow-up services according to established guidelines. The navigator works with primary care and specialty physicians to arrange consultations, procedures, testing, surgeries, and other services ordered by treating providers. Responsibilities also include verifying insurance and demographic information, collecting and receipting patient payments, explaining billing policies and managed-care referral or pre-authorization requirements, and helping patients and families obtain necessary referrals. The navigator coordinates with patients, families, interdisciplinary teams, referring providers, and community resources to support timely, well-coordinated care, and serves as a resource for community services. The role tracks and reports scheduled services weekly and may float to other emergency department registration work areas to support access to Cooper services. Coverage includes discharged patients on inpatient units, the CDU, urgent care centers, Cooper Camden ED, Salem ED, and other hospital-based care areas within scope. The position requires the ability to work any shift as needed.

Requirements

0–2 years of experience required.
High school diploma required.
Excellent customer service, analytical, and organizational skills.
Working knowledge of registration processes, electronic appointment scheduling, insurance plans, referral and pre-authorization processes, third-party payor reimbursement, and revenue cycle.
Working knowledge of EMTALA, JCAHO, and HIPAA regulations.
Ability to multitask in a fast-paced environment.
Ability to work any shift as needed.

Nice To Haves

Some college preferred.
At least two years of recent registration, scheduling, or billing experience in a medical facility.
Proficiency in patient registration, scheduling, medical insurance pre-certifications, authorizations, and referrals.
Epic experience.

Responsibilities

Schedule appointments with patients’ primary care providers within seven days or after discharge; help patients without a PCP obtain one and schedule an appropriate appointment within established guidelines.
Coordinate and schedule follow-up appointments for patients discharged from the 24/7 Emergency Department.
Coordinate consultations, procedures, testing, surgeries, and other services ordered by treating emergency department providers with primary care and specialty physicians.
Verify patients’ insurance coverage and demographic information.
Collect and receipt patient payments.
Retain patients in the Cooper Health System when possible by scheduling through the Centricity Business system, Central Scheduling, or physicians’ offices.
Schedule appointments with community services when appropriate.
Collaborate and communicate with multidisciplinary teams on behalf of patients.
Inform patients of billing policies and managed-care referral or pre-authorization requirements.
Help patients and families obtain referrals from PCPs to specialists when needed.
Provide support and counseling to patients and families as appropriate.
Communicate with referring providers to address patient and physician needs.
Partner with patients, families, interdisciplinary teams, and community resources to coordinate timely care.
Serve as a resource for community resources.
Track and report weekly on scheduled services.
Float to other ED Registration work areas as needed to assist with patient access to Cooper services.
Cover discharged patients on inpatient units, the CDU, urgent care centers, Cooper Camden ED, Salem ED, and other hospital-based care areas deemed in scope.