Patient Access Navigator III PRN

4 weeks ago

Camden, New Jersey, United States Cooper University Hospital Full time
About Us:

At Cooper University Health Care, our commitment to providing extraordinary healthcare begins with our team. Our extraordinary professionals are continuously discovering clinical innovations and enhanced access to the most up-to-date facilities, equipment, technologies, and research protocols. We have a commitment to our employees by providing competitive rates and compensation, a comprehensive employee benefits program, attractive working conditions, and the chance to build and explore a career opportunity by offering professional development.

Discover why Cooper University Health Care is the employer of choice in South Jersey.

Job Summary:

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, and Pain Management.

Patient Navigators 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.

Delivers an exceptional experience to patients, customers, and physicians who contact the Access Center by facilitating patient access throughout Cooper's provider network.

Provides support to the Access Center management team related to escalations, patient complaints, new hire onboarding, and training/cross-training.

Responsible for providing technical and operational support in the design, development, delivery, and evaluation of systems and training programs in the Patient Access Center.

Supports the Learning and Quality function for both training and quality monitoring across the Patient Access Center and reviewing 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.
  • 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 any of the following is preferred: central scheduling, medical terminology, insurance verification, registration, or hospital/physician office.
Education:

High School diploma or equivalent required.

Special Requirements:
  • 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 oral and written communication skills with demonstrated ability to articulate relevant information and directions in an organized and concise manner.
  • Ability to maintain (or exceed) minimum quantitative and qualitative performance metrics and expectations defined for position.
  • Team player with a genuine interest in resolving customer issues.
  • Must enjoy interacting and working collaboratively in a team environment.
  • 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 and organizational skills.
  • Must be a strong computer user, including proficiency in the use of the Internet, Excel, Word, and Outlook.
  • Knowledge of EPIC systems 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.

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