Access Navigator Lead

About the role

This job, under general supervision, leads all operational functions related to managing high-end access navigation, also known as referral management, services for key areas while providing exceptional customer service.

Responsibilities

• Oversees daily department activities, serves as point person for department in Supervisor’s absence and trains new employees.
• Works closely with department manager and other team members to allocate resources daily among clinics.
• May be expected to monitor and track time and attendance in accordance with clinic policy.
• Leads special projects and audits projects independently with the end goal of ensuring that the internal control environment is not compromised, and the awareness of the process control culture is increasingly heightened.
• Performs direct outreach to targeted patients and schedules appointments as requested, while partnering with internal departments and leaders to manage access.
• Solves customer concerns and participates in initiatives to improve customer service.
• May be expected to monitor and track work queues and assignments of team.
• Adapts behavior to the specific patient population, including but not limited to respect for privacy, method of introduction to the patient, adapting explanation of services or procedures to be performed, requesting permissions and communication style.
• Performs other related duties as assigned.

Requirements

Education Required - High School diploma or equivalent
Work Experience Preferred - Bachelor's degree
Required - 2 years’ experience in Appointment Scheduling, Customer Service, or related field

Skills and Abilities (KSAs)

• Computer skills and dexterity required for data entry and retrieval of information.
• Effective verbal and written communication skills and the ability to present information clearly and professionally.
• Proficient with Windows-style applications, various software packages specific to role and keyboard.
• Strong interpersonal skills.
• Good time management skills.
• Ability to work collaboratively with various departments.
• Ability to exercise sound judgment in handling difficult/escalated situations.