PATIENT ACCESS NAVIGATOR I

About the role

Patient Navigators provide a single and centralized point of patient access to physician and radiology services across disciplines, including Internal and Family Medicine, Pediatrics, Orthopedics, Cardiology, OB/GYN, Endocrinology, Rheumatology, Gastroenterology, and Pain Management.

Patient Navigators thrive 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. They deliver an exceptional experience to patients, customers, and physicians who contact the Access Center by facilitating patient access throughout Cooper’s provider network.

Responsibilities

• Serve as a centralized point of access for patient scheduling and coordination across multiple medical disciplines.
• Deliver exceptional customer service to patients, customers, and physicians contacting the Access Center.
• Maintain or exceed minimum quantitative and qualitative performance metrics.
• Analyze issues and quickly identify the best resolution for each situation.
• Work collaboratively in a team environment to resolve customer issues.
• Adapt to a fast-paced, ever-changing environment and learn new processes quickly.
• Demonstrate strong time management and organizational skills.
• Use computer systems proficiently, including the Internet, Excel, Word, Outlook, and EPIC (preferred).

Requirements

• Minimum experience within a Customer Service, Contact Center, or scheduling environment, preferably within a Healthcare setting.
• Experience or knowledge in central scheduling, medical terminology, insurance verification, registration, or hospital/physician office operations is preferred.
• High School diploma or equivalent required.
• Genuine interest in providing an excellent customer experience aligned with Cooper’s business goals.
• Excellent oral and written communication skills with the ability to articulate information clearly and concisely.
• Strong decision-making skills and adaptability in a fast-paced environment.
• Proficiency in using computers, including the Internet, Excel, Word, and Outlook.
• Ability to work varied hours/shifts as business needs evolve.
• Ability to wear a telephone headset and manipulate objects such as a pen, keyboard, and mouse.

Skills

• Multi-tasking and technical savviness.
• Customer service and team collaboration.
• Time management and organizational skills.
• Proficiency in EPIC systems (a plus).
• Bilingual skills (a plus).

Benefits

• Comprehensive benefits program for full and part-time employees, including health, dental, vision, life, disability, and retirement.
• Competitive rates and compensation programs.
• Attractive working conditions and opportunities for career growth through professional development.