Patient Access Navigator II

Cooper University Hospital • Cape May Court House, NJ

1d

About The Position

Patient Navigators provide a single and centralized point of patient access to physician and radiology services across disciplines including Internal and Family Medicine, Pediatrics, Orthopedics, Cardiology, OB/GYN, Endocrinology, Rheumatology, Gastroenterology, and Pain Management. They thrive on working in a fast-paced environment, have a strong ability to multi-task, are technically savvy, service-oriented, communicate effectively, and consistently display a professional demeanor. This role delivers an exceptional experience to patients, customers, and physicians who contact the Access Center by facilitating patient access throughout Cooper’s provider network. The position also provides support to the Access Center management team related to escalations, patient complaints, new hire onboarding, and training/cross-training. It is responsible for providing technical and operational support in the design, development, delivery, and evaluation of systems and training programs in the Patient Access Center. The role supports the Learning and Quality function for both training and quality monitoring across the Patient Access Center and reviews individual or team audit reports to identify training needs. This position functions 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

• 2+ years of direct experience within a Customer Service, Contact Center or scheduling environment, preferably within a Healthcare environment.
• High School diploma or equivalent.
• Must display a genuine interest in providing an excellent Customer Experience that aligns with Cooper’s business goals related to patient access throughout the Cooper landscape.
• Excellent escalation skills.
• Ability to handle customer complaints independently and assist co-workers with patient escalations.
• Ability to support both quality and training programs.
• Excellent oral and written communication skills with demonstrated ability to articulate relevant information and directions in an organized and concise manner.
• Team player with a genuine interest in resolving customer issues.
• Must enjoy interacting and working collaboratively in a team environment.
• Proven ability to successfully handle more than the required number of physician specialties of a fully functional Navigator 1.
• Ability to maintain (or exceed) minimum quantitative and qualitative performance metrics and expectations defined for position.
• Ability to analyze issues and quickly identify the best resolution for the situation.
• Solid decision-making skills.
• Must demonstrate adaptability and flexibility while working within a fast-paced, ever changing environment.
• Ability to learn new things quickly.
• Must have excellent time management, leadership aptitude, and organizational skills.
• Must be a motivated, decisive, self-starter and problem solver.
• Must be a strong computer user, including proficiency in the use of the Internet, Excel, Word and Outlook.
• Must be able to work varied hours/shifts as business needs change and evolve.
• Must be able to wear a telephone headset and manipulate objects such as a pen, keyboard and mouse.

Nice To Haves

• 1-2 years’ preferred experience with Acombina, including troubleshooting and testing.
• Strong technical proficiency including EPIC, IDX.
• Experience in or knowledge of any of the following: central scheduling, medical terminology, insurance verification, registration, or hospital/physician office.
• Knowledge of EPIC systems.
• Bilingual skills.

Responsibilities

• Provide a single and centralized point of patient access to physician and radiology services across disciplines.
• Deliver an exceptional experience to patients, customers and physicians who contact the Access Center by facilitating patient access throughout Cooper’s provider network.
• Provide support to the Access Center management team related to escalations, patient complaints, new hire onboarding and training/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 the Learning and Quality function for both training and quality monitoring across the Patient Access Center.
• Review individual or team audit reports to identify training needs.
• Function as a subject matter expert.
• Provide high-quality customer service in accordance with Cooper University Hospital and departmental policies and procedures.
• Handle customer complaints independently and assist co-workers with patient escalations.
• Support both quality and training programs.
• Maintain (or exceed) minimum quantitative and qualitative performance metrics and expectations defined for position.
• Analyze issues and quickly identify the best resolution for the situation.

Benefits

• Competitive rates and compensation programs.
• Comprehensive benefits program, including health, dental, vision, life, disability, and retirement.
• Attractive working conditions.
• Opportunities for career growth through professional development.

What This Job Offers

• Career Level: Mid Level
• Education Level: High school or GED