Access Navigator, Access & Navigation, Full Time, Day

About the Role

Serves as the primary point of contact in a high-volume call center environment, providing exceptional customer service to patients, referring physicians, caregivers, and the community. Assists with scheduling appointments, coordinating referrals, and facilitating access to services within VMG and The Valley Hospital. Ensures a seamless and positive patient experience by addressing inquiries with professionalism, empathy, and efficiency. Converts calls into scheduled appointments and service utilization while acting as a liaison between referring providers, patients, and specialists to support continuity of care.

Qualifications

Associates degree required. In lieu of a degree, a minimum of 1 year as a BA in a VMG specialty office or a minimum of 3 years in a Valley scheduling position.

Experience

Health care experience, including medical terminology and managed care, call center experience, and 2-3 years of customer service strongly preferred.

Skills

• Work cooperatively and communicate effectively with a wide range of individuals, including patients and family members from diverse socioeconomic and cultural backgrounds, health care professional colleagues, and external health- and service-focused organizations.
• Employ active listening and remain solutions-oriented in interactions with patients, families, and members of the health care team.
• Demonstrate empathy, integrity, honesty, and compassion in difficult conversations.
• Apply insight and understanding about emotions and human responses to emotions to create and maintain positive interpersonal interactions.
• Apply knowledge of the difference in roles between clinically licensed and non-licensed professionals and act within professional boundaries.
• Navigate the health care system to obtain necessary information.
• Self-motivated, demonstrates initiative, and is extremely detail-oriented.
• Excellent communication, organizational, and interpersonal skills.
• Pleasant and professional phone skills with good diction, tone, and pace.
• Strong written and communication skills, including grammar and spelling.
• Ability to work quickly while making accurate decisions.
• Use general office equipment, including multi-line telephone systems.

Location

960 MacArthur Blvd, Mahwah, NJ

Schedule

Day shift

Benefits

• Medical, prescription, dental, and vision coverage
• Discount program (full-time and part-time employees)
• Group term life insurance and AD&D (full-time employees)
• Flexible spending accounts and commuter benefit plans
• Supplemental voluntary benefits (e.g., short-term and long-term disability, whole life insurance, legal support)
• 6 paid holidays, paid time off (varies), wellness time off, extended illness
• Retirement plan
• Tuition assistance
• Employee Assistance Program (EAP)
• Valley Health LifeStyles fitness center membership discount
• Daycare discounts for various daycare facilities

Pay

Pay range: $24.14 - $30.17 per hour