[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. This includes:

• Internal and Family Medicine
• Pediatrics
• Orthopedics
• Cardiology
• OB/GYN
• Endocrinology
• Rheumatology
• Gastroenterology
• Pain Management

Patient Navigators thrive in a fast-paced environment and possess:

• Strong multi-tasking abilities
• Technical savviness
• Service-oriented mindset
• Effective communication skills
• Consistent professional demeanor

Key responsibilities include:

• Delivering an exceptional experience to patients, customers, and physicians contacting the Access Center
• Facilitating patient access throughout Cooper’s provider network
• 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 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
• Ability to support both quality and training programs
• Excellent oral and written communication skills
• Team player with a genuine interest in resolving customer issues
• Proven ability to 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
• Ability to analyze issues and quickly identify the best resolution
• Must demonstrate adaptability and flexibility in a fast-paced environment
• Excellent time management, leadership aptitude, and organizational skills
• 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
• 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