Patient Access Navigator III

Cooper University Hospital•Camden, NJ

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. This role delivers an exceptional experience to patients, customers, and physicians contacting the Access Center by facilitating access throughout Cooper’s provider network. The Patient Access Navigator III supports the Access Center management team with escalations, patient complaints, and new-hire onboarding and training or cross-training. The role provides technical and operational support for the design, development, delivery, and evaluation of systems and training programs in the Patient Access Center. It also supports Learning and Quality functions, including training, quality monitoring, and reviewing individual or team audit reports to identify training needs. The position serves as a subject matter expert and provides 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 scheduling; healthcare experience preferred.
High school diploma or equivalent.
Excellent oral and written communication skills, including the ability to communicate information and directions in an organized and concise manner.
Ability to analyze issues, identify appropriate resolutions quickly, and make sound decisions.
Adaptability and flexibility in a fast-paced, changing environment; ability to learn new things quickly.
Strong time-management, organizational, and leadership aptitude.
Motivated, decisive self-starter with problem-solving skills.
Strong computer skills, including use of 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.
Genuine interest in providing excellent customer experience and resolving customer issues.
Ability to work collaboratively as a team player.

Nice To Haves

1–2 years of experience with Acombina, including troubleshooting and testing.
Experience with or knowledge of central scheduling, medical terminology, insurance verification, registration, or a hospital or physician office.
Knowledge of EPIC systems.
Bilingual skills.

Responsibilities

Facilitate patient access to physician and radiology services across Cooper’s provider network.
Deliver an exceptional experience to patients, customers, and physicians who contact the Access Center.
Support Access Center management with escalations and patient complaints.
Assist with new-hire onboarding, training, and cross-training.
Provide technical and operational support for 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.
Handle customer complaints and patient escalations independently and assist coworkers with escalations.
Maintain or exceed the quantitative and qualitative performance metrics and expectations defined for the position.
Handle the required number of physician specialties of a fully functional Navigator 1 or more.