Patient Access Navigator II
About The Position
Patient Navigators provide a centralized point of access to physician and radiology services across multiple disciplines, including Internal and Family Medicine, Pediatrics, Orthopedics, Cardiology, OB/GYN, Endocrinology, Rheumatology, Gastroenterology, and Pain Management. Navigators work in a fast-paced environment and are expected to multitask, use technology proficiently, provide service-oriented support, communicate effectively, and maintain a professional demeanor. The Patient Access Navigator II delivers an exceptional experience to patients, customers, and physicians contacting the Access Center by facilitating access throughout Cooper’s provider network. The role provides support to Access Center management with escalations, patient complaints, and new-hire onboarding and training or cross-training. It also provides technical and operational support for the design, development, delivery, and evaluation of systems and training programs in the Patient Access Center. The position supports Learning and Quality functions, including training and quality monitoring across the Patient Access Center and reviewing individual or team audit reports to identify training needs. It serves as a subject matter expert and is expected to provide high-quality customer service in accordance with Cooper University Hospital and departmental policies and procedures.
Requirements
- At least 2 years of direct experience in customer service, a contact center, or a scheduling environment; healthcare experience is preferred.
- High school diploma or equivalent.
- Ability to handle escalations and customer complaints independently and assist co-workers with patient escalations.
- Excellent oral and written communication skills, including the ability to present relevant information and directions in an organized and concise manner.
- Ability to work collaboratively in a team environment and resolve customer issues.
- Proven ability to handle more physician specialties than required of a fully functional Navigator 1.
- Ability to meet or exceed the position’s minimum quantitative and qualitative performance metrics and expectations.
- Ability to analyze issues, identify appropriate resolutions quickly, and make sound decisions.
- Adaptability and flexibility in a fast-paced, changing environment, with the ability to learn quickly.
- Excellent time-management, organizational, and leadership-aptitude skills.
- Motivated, decisive self-starter with problem-solving skills.
- Strong computer skills, including proficiency with the Internet, Excel, Word, and Outlook.
- Ability to work varied hours or shifts as business needs change.
- Ability to wear a telephone headset and manipulate objects such as a pen, keyboard, and mouse.
Nice To Haves
- One to two years of preferred experience with Acombina, including troubleshooting and testing.
- Strong technical proficiency with EPIC, Outlook, IDX, Excel, and Word.
- Experience or knowledge in central scheduling, medical terminology, insurance verification, registration, or a hospital or physician office.
- Knowledge of EPIC systems.
- Bilingual skills.
Responsibilities
- Facilitate patient access throughout Cooper’s provider network and provide an exceptional experience to patients, customers, and physicians contacting the Access Center.
- Support the Access Center management team with escalations, patient complaints, and new-hire onboarding and training or cross-training.
- Provide technical and operational support in the design, development, delivery, and evaluation of systems and training programs in the Patient Access Center.
- Support training and quality monitoring across the Patient Access Center.
- Review individual or team audit reports to identify training needs.
- Provide high-quality customer service in accordance with Cooper University Hospital and departmental policies and procedures.
- Assist co-workers with patient escalations and support quality and training programs.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
