PATIENT ACCESS NAVIGATOR II

About the role

Patient Navigators provide a single and centralized point of patient access to physician and radiology services across disciplines.

• Internal and Family Medicine
• Pediatrics
• Orthopedics
• Cardiology
• OB/GYN
• Endocrinology
• Rheumatology
• Gastroenterology
• 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.

Requirements

1 – 2 years of direct experience within a Customer Service, Contact Center or scheduling environment, preferably within a Healthcare environment. Experience in or knowledge of any of the following is preferred: central scheduling, medical terminology, insurance verification, registration, or hospital/physician office.

Qualifications

High School diploma or equivalent required.

Skills

• 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 escalation skills in handling customer complaints independently; ability to support both quality and training programs.
• Excellent oral and written communication skills with demonstrated ability to articulate relevant information and directions in an organized and concise manner.
• Team player with a genuine interest in resolving customer issues.
• Must enjoy interacting and working collaboratively in a team environment.
• Proven ability to successfully handle more than the required number of physician specialties of a fully functional Navigator 1.
• Ability to maintain (or exceed) minimum quantitative and qualitative performance metrics and expectations defined for position.
• 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.