Access Navigator

About the Role

This position manages high-end access navigation, also known as referral management, services for key areas while providing exceptional customer service. The role includes providing access navigation support through referral management via electronic work queues and phone capabilities, and collaborating with resources such as the Regional Referral Center and/or Clinic Concierge.

Responsibilities

• Performs direct outreach to targeted patients and schedules appointments as requested, partnering with internal departments and leaders to manage access.
• Manages and coordinates referrals via online work queues.
• Provides excellent customer service and access navigation support to both patients and providers via web tools.
• Develops and maintains organized record-keeping systems to facilitate the flow and retrieval of information.
• Works collaboratively with clinical departments to meet the needs of patients.
• Remains knowledgeable on current federal, state, and local laws, accreditation standards, or regulatory agency requirements that apply to the assigned area of responsibility and ensures compliance.
• Other related duties as required.

Requirements

• High School diploma or equivalent (required). Bachelor’s degree (preferred). Additional degrees, business training experience, and/or certifications may be combined to meet minimum qualifications.
• 2 years’ experience in appointment scheduling, customer service, or related field.
• Computer skills and dexterity required for data entry and retrieval of information.
• Effective verbal and written communication skills with the ability to present information clearly and professionally.
• Proficiency with Windows-style applications, various software packages specific to the role, and keyboard.
• Strong interpersonal skills and good time management skills.
• Ability to work collaboratively with various departments.
• Ability to exercise sound judgment in handling difficult or escalated situations.

Physical and Environmental Demands

• Medium Work - Exerting 20 to 50 pounds of force occasionally, and/or 10 to 25 pounds of force frequently, and/or greater than negligible up to 10 pounds of force constantly to move objects.
• Must be able to sit for prolonged periods of time.
• Must be able to stoop, bend, reach, and grab with arms and hands; manual dexterity required.
• Normal routine involves no exposure to blood, body fluid, or tissue, and incumbents are not called upon to perform or assist in emergency care or first aid.
• No occupational risk for exposure to communicable diseases, though there may be occupational risk for exposure to hazardous medications or hazardous waste within the healthcare setting.