[Hiring] Patient Access Navigator II @Cooper University Hospital

Role Description

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
• Pain Management

Key responsibilities include:

• Delivering an exceptional experience to patients, customers, and physicians who contact the Access Center.
• Providing support to the Access Center management team related to escalations, patient complaints, new hire onboarding, and training/cross-training.
• Providing technical and operational support in the design, development, delivery, and evaluation of systems and training programs in the Patient Access Center.
• Supporting the Learning and Quality function for both training and quality monitoring across the Patient Access Center.
• Reviewing individual or team audit reports to identify training needs.
• Functioning as a subject matter expert and providing high-quality customer service in accordance with Cooper University Hospital and departmental policies and procedures.

Qualifications

• 2+ years of direct experience within a Customer Service, Contact Center, or scheduling environment, preferably within a Healthcare environment.
• 1-2 years’ preferred experience with Acombina, including troubleshooting and testing.
• Strong technical proficiency including EPIC, Outlook, IDX, Excel, and Word.
• Experience in or knowledge of central scheduling, medical terminology, insurance verification, registration, or hospital/physician office is preferred.

Requirements

• Must display a genuine interest in providing an excellent Customer Experience that aligns with Cooper’s business goals related to patient access.
• Excellent escalation skills in handling customer complaints independently and assisting co-workers with patient escalations.
• Excellent oral and written communication skills with the ability to articulate relevant information and directions in an organized and concise manner.
• Team player with a genuine interest in resolving customer issues 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 the 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.
• Excellent time management, leadership aptitude, and organizational skills.
• Must be a motivated, decisive, self-starter, and problem solver.
• Strong computer user, including proficiency in the use of the Internet, Excel, Word, and Outlook.
• Knowledge of EPIC systems is a plus.
• 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.
• Bilingual skills are a plus.

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.

Salary

• Minimum: USD $21.00
• Maximum: USD $33.00